Cincigal Grocery Store Clerk - STILL GOT IT!

As in all holidays, one working in a grocery store always is prepared.  You are prepared for the crowds, the requests, the foot work and the exhaustion to come.  One never stops - or so it use to be.

Today some of us stood, out on the floor, and looked around the store.  Wow, we said, things have changed.  What use to be the hustle and bustle of holiday shopping has now turned into more of a trickle of last minute shoppers. 

And the one thing we all agreed on was how much we missed the way it use to be.  And, at that time, we never would have guessed that this would happen.

Tonight, as I worked the floor culling the tables, packaged Brussels Sprouts and stocked the Celery, I noticed something very familiar - the personalities of the customers and employees.  There was a lot of laughter and everyone seemed to be wishing each other a Happy Thanksgiving.

I took a moment and  looked around again.  There it was, the 'vibe'.  And just when I thought we had lost it.

The sales may not be there, anymore, and that bottom number may not look too good on paper but, there is one thing that still remains the same - the people.

HAPPY THANKSGIVING

Talk at ya later!



 

Nancy Gifford's Artshow

Cincigal Grocery Store Clerk - LASTING IMPRESSION

Customer Service - Oops, here we go again. 

In my opinion, this remains the most over-used caption in the retail world.  Somewhere along the way it was decided that, to smile and say, 'Hi, how are you today.',  would be the ticket to attract and maintain customers.  But, as I have witnessed, it aint so.  As one customer informed me. 'I don't care if they smile or even look at me - as long as I am saving money.'   Once I asked a manager as to why the company continued to emphasize Customer Service when, in all reality, so many other things were being overlooked.  Things that made a much bigger impression on the customer.  The manager's response was simple and to the point, 'That's all the company has to offer.' 

Which leads one to think that Customer Service is sometimes used as a cover-up.

But I also believe that Customer Service has another side, and it all depends on the person/employee that provides it.

When an employee has a connection, with their job, they demonstrate it in their performance.  How one does their work, treats the customers and can be depended on shows the sincerity of the employee.  And it is that sincerity that provides a connection with the customers.  Not only is the employee assisting the customer but, the employee establishes a bond with the customer that makes them want to come back.  Unfortunately, this can only be attained by the type of people that are hired to perform this service.

What got me to thinking about this was due to a conversation I had with a customer.  And this is how it went;

"Excuse me." she said.  I turned around and there stood this young woman with a smile on her face. 
"Have you worked here for a long time?" she asked.  "Yes, I have."  I replied.  She went on to say that it had been 14 years since she had been to the store in fact, she was 6 years old her last visit.  She asked me if I had worked in the Deli at any time.  I told her that I hadn't and that I had only been working here for 12 years.
"There was a lady who worked in the Deli and every time my mother brought me in, this lady would give me a piece of Pepperoni."  "She was so nice to me - you look so much like her." she said.

We chit chatted a little bit and then she said, "When I looked over here and saw you I didn't want to go by without speaking - just in case you were the same lady I remembered."  With that she said, goodbye.

A long time ago, there was an employee who worked in this store that apparently had a very outgoing personality.  It was just not the customer service, she provided, but the touch of sincerity that is remembered the most.

Well I don't know who this employee was but, I really wish that she were still here. 

I would like telling her that a long time ago there was a little girl who, still to this day, remembers her kindness.

Talk at ya later!


 

Cincigal Grocery Store Clerk - 'HEY, SWEETCAKES'

When working a job, that requires customer service, an employee kind of puts themself out there.  They become the target for verbal and physical abuse, accusations, lies and some rather - I can't think of any other way to put this - smart ass remarks.  And one of the most surprising things, except for the 'S A remarks', is that none of this is really aimed at the employee personally, instead the intentions are aimed at the company.  The employees just happen to represent the company and end up taking the hit instead.

In the line of duty ,through the years, I have been hit by a grocery cart, swatted at, grabbed, hit on the arm, had a head of lettuce and a loaf of bread thrown at me, have been accused of everything from higher prices to rotten produce.  That's the physical end.

And the verbal end doesn't get any better.  There have been instances when customers feel a need to take out their frustrations verbally and that too, can seem like a slap in the face.  There have been days when it can be never ending.   Which has led me to believe that, if a person is frustrated then a grocery store is the place to go in order to release this inner self.

"Why don't you have it?"   Well we don't handle that particular product, but I will check with the _________ Manager to be sure and see if we can get it for you.  "Do we have a problem here?"  No.  "Are you trying to start something?"  No.  This is when you realize that this particular customer is trying to start a fight.  So you stop talking, let them go on, turn and walk away.  As an employee, you just kind of learn to live with it.  Acceptance is a big part of the job.

But it is the comments that kind of have their own ranking and most generally entitle one to a bit of a laugh.

"Hey babe, where's the _____?"  And then there is the customer looking for the sugar, or so you think.  Having taken the customer to the baking aisle you are informed, "No, I mean where is MY sugar?"  Once you roll your eyes, shake your head - you walk.  Then there is the messenger, as he walks by you he hands you a piece of paper - it's his phone number with a message, 'Call me.' 

But, the other night I heard a new one.  "Hey, Sweet Cakes."

Now this term was being aimed at me, only I didn't know it.  The call came from behind me - like an aisle away.  But within seconds I heard it again, this time right over my shoulder while I was stocking a table.  It was a guy and he wanted to know where the limes were.  "Thanks Sweet Cakes." he said with a grin.

I have often wondered what makes people think that they can act, or say, whatever they want.  Some actions are harassment while others border, or are, acts of assault.  Which leads to another question - why work at this job?

These instances happen to most employees, so you are in good company.  And the amount of times these things occur is far less then the acts of kindness and respect that is shown to you by other customers.

So at the end of the day it is realized that this is just part of customer service, the job that you do - no matter what they call you.

Talk at ya later!

Cincigal Grocery Store Clerk - THINKING OUTSIDE THE BOX

The first year I was employed at the store, I had a customer come up to me and say, "Don't get comfortable or you will never leave."   I did.  To me, it was taking a breath.  Here I was living in a new community having moved from out of state.  I knew no one but my family and had spent a year looking for a job after the job, which I had lined up prior to moving, fell through .  For me, it was like having the opportunity to breathe.

The pay was above normal wages and my income continued to increase quickly.  There were Benefits, 401K, health insurance - all one had to do was work.  Soon my life began to revolve around the store and I made friends and had places to go and, well, it was an ok deal.  So yes, I got comfortable.

But those were the good old days and today is not nearly as good.

Within the last two weeks our store lost two more people.  Each of them an asset; hard workers, customer oriented, dependable and they fit.  And with their leaving I started thinking that, well just maybe there was a reason besides the obvious.  They lost so much staying with the company but in another way just maybe they gained something. 

With the actions that the company has taken, slowly decreasing the employees to nothing, they have provided us something - a push.  Their actions have made us start thinking and with that, we started searching for a better life.  With what we thought may not be possible is now becoming a reality for so many. 

This company will never again find in employees what they had in all of the employees they have lost. 

But the fact still remains it is the company's actions that have made people start thinking 'outside the box." 

And somewhere, there are other employers who are reaping the rewards.

Talk at ya later!

Cincigal Grocery Store Clerk - LIGHTS, CAMERA .......ACTION

Last week, a few scenes for a movie were filmed at my house.  My little house was filled with people, technical equipment, lights and all sorts of equipment.  There were people running in and out carrying clothes, props, coolers and whatever else.  So for 14 hours my little house, on my little street, became a set and I got to witness the making of scenes for a movie.  And while people were busy setting up inside there were others busy setting up outside.  My garage was turned into a station for technical and lighting equipment, and the like, while my front lawn became the sight for pitching a large tent in preparation for the dinner to come.  All was set and people began to take their places.

I kind of moseyed around the yard and met the different actors, tech people and whoever else happened to be on my lawn.  But, more or less, I kind of stationed myself out back on my deck with my laptop until, that is, the food came.  There it was nice and quiet with only the birds chirping in the background.  And the only sound that broke the calmness was when you would hear, 'QUIET ON THE SET.' 

Watching the cast and crew I noticed that it seemed a bit like 'hurry up and wait', instead of just going in and getting the job done.  There would be periods where a large group of people would be standing around outside talking with each other, reminiscing about previous movies they had worked on, while others kept to themselves - trying to get into character.  All of this while a scene would be shooting inside the house.  And then all of a sudden the scene would be done and those that were in came out while those that were out went in.  All very methodical.

Throughout the day I had the opportunity to chat with some of these people and learn a little background as to what was taking place.  The scenes, actions, getting into character - it was where each party had a part to play and each part had a purpose.

After 14 hours I kind of noticed the similarity of what I had witnessed as compared to where I work.

We have lights and the cameras are based in the ceiling throughout the store, what we don't have is someone calling, "ACTION".  That is a feeling which you get when you walk in the door.  Now getting into character is something that we don't necessarily try to do - it is an automatic.  Where one moment we can be laughing and discussing something with one customer and within seconds turn around and have to handle a customer with a problem or an irate customer.  There are no patterns and no scene remains the same - everything constantly changing.  We never let the real us show through.  Throughout the extent of our shift, we are in character.  In other words, we act out a scene; one after another.

Now I am sure that an actor would disagree and not see the similarity in these two opposite jobs.  And to some degree they would be right - they dress better. 

But, all in all, we are rather good at acting and yet there is one major difference that I can think of;

We don't have a script - we ad lib. 

Talk at ya later!

 

Cincigal Grocery Store Clerk - 12 YEARS WORKING IN A GROCERY STORE, and what have I learned?

September marks a milestone for me; 12 years working in a grocery store.  Who would have guessed?  Not me, that is for sure.  When I applied to work at the store, I was the  least likely candidate.  I had no previous experience in this field of employment, no skills, no knowledge of grocery stores (except for the groceries I purchased), knew nothing about operating a register and had absolutely no previous experience when it came to customer service.  But hire me, they did.  I remember my first impression - damn, these people work too hard.  And my second impression?  I could not believe how some people acted when they became customers.  But once in the door I began to evolve and have been evolving ever since.  During this twelve year period I have learned much.  I have learned to multi-task, teamwork, how to be better organized, how to create sales, work in different departments (usually all at one time) and, last but not least, the art of customer service.  And everything which I have learned can be attributed to the customers.

With as many grocery stores as there are in existence, it may be difficult to distinguish which one is the best.  However, there has been much debate, and many opinions, as to which are the best, and why, as compared to which ones are the worst.  By listing services, cleanliness, freshness, selection, prices and - oh, yeah - customer services it appears that these are the assets that can make or break a grocery store.  But, I am not so sure.

In past years, customers were loyal to their grocery store of choice and, wherever else they did business.  This approach made life simple.  But as younger generations came into their own, things began to change.  They do not have the same outlook, shopping habits nor the financial standards of generations past.  And you have to take into account that there are so many grocery stores, not to mention all of the retail businesses that have added groceries as part of their inventory.  Hey, the consumer dollar can stretch just so far.

So by using high-tech, customer appreciation programs, self-checkout, card rewards, along with the promise of great customer service, each grocery company is out there vying for the top positions.

But the customers have taught me that when it comes to grocery shopping there are other considerations, not formally listed on consumer polls, that are just as important as any customer appreciation program.

So, I made a list of what customers complain about the most:

1) CHANGE:  One of the first things that I learned, is that customers hate change.  Customers generally want their shopping experience to be simple and hassle free.  Let's admit it, grocery shopping is one of the least favorite chores of many consumers.  So when grocery stores make changes, drop services or even reset the aisles it will cause havoc on the floor.  And I don't need to explain what that does to the grocery clerks working the floors.  Should there be continuous change, look for the customers hitting the door.

2) CONSISTENCY:  When grocery stores lack consistency with selection and services rendered, it causes frustration for the customers.  They consider the fact that they shop at this establishment and trust that they can get what they are looking for.  After all, the product was probably there the last time they shopped.  Naturally, it is the clerks that respond to the requests.  And even though clerks follow up on the matter, it is not uncommon to hear that the product will no longer be handled and that 'it is not economically feasible since not much of the product is sold.'  Customers, in all due respect, are not interested in the business aspect of their grocery shopping.  And when this continues to happen, in various departments, it can send a message to the customer that they cannot count on their grocery store and they, too, go elsewhere.

3) DOWNSIZING:  This is another issue that bothers customers.  When customers witness departments, or staff, downsized this acts as a red flag to customers causing them to distance themselves and go elsewhere.  When downsizing staff, customers have to wait longer to get waited on and sometimes find it difficult to get assistance.  And when departments are downsized then that means so is the selection.  I personally found this to be true with the Floral Department.  When the company changed suppliers, it was done with the idea of making the department more of a 'drop and sell' instead of a department that offered floral cut arrangements.  By removing the cooler, used for arrangements, they also removed the customers that patronized the department.  And three years later, the customers have not returned.

I have learned more then just what bothers customers.  Through time I have come to realize that it is the employees that are the most important benefit in this business.  These are the very people that not only maintain a grocery store but, give it a face.  They are the eyes and the ears for a company when it comes to the wants and needs of the customers.  But this is becoming more difficult to achieve.  As some grocery stores have downsized many of their full-time positions to part-time and employ more part-time minimum wage, a lot of talented and loyal employees have fallen to the side.  When a company takes care of it's employees then the employees, in turn, take care of the company.

And customer service?  Well, I have often thought that customer service is one of the hardest jobs in a grocery store.  It is something that not everyone can do and basically, it is something that comes from within.  It is the wanting to help and the desire to fulfill.  Although I am a strong supporter of customer service, I find that it is a two way street.  It is just as much the responsibility of the grocery companies to provide for the customer as it is for the employees to follow through on the floor.  And as important as customer service seems to be, I am not one to support the idea that a grocery store can 'hang it's hat' on this service to maintain customers.

So, when you get down to the 'nitty-gritty', so to speak, I find that customers are not fools.  They realize that changes and downsizing are made in order to enhance that bottom line.  And this thought does not serve the customer.

All in all, these lessons are just common sense.  And when you stop and think about it, we have an inside track to better serve customers and keep them coming back.  Because when all is said and done, we too are customers - somewhere.

Published on LinkedIn September 18, 2014