Also at work yesterday I had one of my regular customers come in and we started talking. She was telling me about going to 'the enemy' across the highway. We got to talking about cashiers and things and she told me about the attitude they have there. Being one who is concerned about customer service I had to hear more.
Turns out she was in there, with her own bags, and a fairly large order, the cashier rings stuff up, barely acknowledges her and just keeps piling groceries up at the end. My customer was trying to bag it, but is used to us doing it.
Sidebar: When we started charging for bags and accepting customer supplied bags it was, and still is, our policy to pack the customers groceries. Unless they don't want us to. Nothing changed because we were charging or because they supplied bags.
Back to the story:
My customer was falling behind and then the cashier turns to her and asks if its debit or credit. Arms folded across her chest, looking at her like how come she's not finished already. Then after the cashier processes the order, she is making it clear that the customer is now in her way. After all, there is another customer she can be rude to. ZING !
The cashier did not even ask if she could help her at all. I do that when customers are bagging their own groceries. I also try hard to be polite to people that insist on doing it themselves and are holding me up. In that situation I try to move their groceries to the side so I can continue on. But I always offer to help.
I can not believe that they do not bag your groceries. And yet people still go there. I hear comments about how rude they are. I know from experience that they don't treat you very well when you bring returns. Granted that could have changed in the many years since I stopped shopping there. But none the less, its kept me from going back there.
Oh, I have occasionally stopped in when i am looking for a certain product or something. But 99% of the time I can not find what I want. They seem to have a lot of groceries and products etc, but they do not have a variety of sizes. I have often looked for a large size of peanut butter or the large decaffeinated tea. Never find it. They have a lot of their store brand stuff. A LOT of it. I have yet to be impressed with any of them.
And, I've had customers tell me that we are more expensive than them. Maybe that's true on what they buy, but on what I buy, sorry. Wrong.
There are two things that will tick me off, though. People that ask me to bag for them, then proceed to rearrange everything when I'm done.
AND, people that are packed and ready to leave but hold up my job because they have to get their mittens on, or a scarf just so, or yap on the phone. Get out of my way. Have you no consideration? There is usually an empty register next to me, and if not there are always the cases of water along the front. You could actually put your stuff there and get ready to leave. That way you aren't holding anyone up.
Tuesday, January 17, 2012
Who the hell is in charge down there
We have these plastic triangle shaped dividers that we use between customers orders. We then know where theirs ends and the next one begins. Pretty simple design. As I said its a triangle and closed on all sides. That 's good, because as you start an order you need to be able to get that picked up, put in the slot and give it a quick push for the next customer to grab.
The slot is just a small, long tray, I guess, just wide enough for the divider. The slot also has two walls on it of about 3/8" in height.
Sooooo. Someone at the divider making company sold some advertising to an online bank and we got these terrible open bottomed dividers. Plus they have some kind of cut out shapes in the top. You can sort of see it in the first photo, to the left of the black one. Anyway, when you grab it and try to put it away it usually catches on one of the outsides of the slot's tray. You have to stop and fiddle with it to make sure you can get it in there.
The more savvy of us last week, tried them for a little while and determined what a dumb idea that was. They were slowing us up so much that we traded them out for the old ones.
I show up at work yesterday, and we have the first ones back and some other new ones, again open bottomed, cut out tops, and our old ones are in hiding somewhere. These second ones came from the OLG, Ontario Lottery And Gaming Corporation. They are NOT provided by our store. The OLG can come in with their signs etc and change the advertising, as we are a selling agent for them. I think the bank had to ask us to put them up but NOT the OLG. I kept two of them, even though I would have preferred to not use them at all. But customers really do like to have them. A few hours into the shift, there was a gap between two people and I got a good look down my belt. I mean the dividers are annoying and all but I didn't study them when I got to work. Anyway, in front of the second order is this new divider and it suddenly hit me what was wrong about the thing. Have a look at this:
It was the second picture that made the image show so bright in my mind. What were these people thinking? Have they never heard of World War 2? Hitler? Nazis? Auschwitz?
For a stupid lottery?
I don't know which is worse. The person that designed this or the person that approved it.
If I was the schmuck that had anything to do with this campaign, I'd make sure I had somewhere else to be for the next several months.
The slot is just a small, long tray, I guess, just wide enough for the divider. The slot also has two walls on it of about 3/8" in height.
Sooooo. Someone at the divider making company sold some advertising to an online bank and we got these terrible open bottomed dividers. Plus they have some kind of cut out shapes in the top. You can sort of see it in the first photo, to the left of the black one. Anyway, when you grab it and try to put it away it usually catches on one of the outsides of the slot's tray. You have to stop and fiddle with it to make sure you can get it in there.
The more savvy of us last week, tried them for a little while and determined what a dumb idea that was. They were slowing us up so much that we traded them out for the old ones.
I show up at work yesterday, and we have the first ones back and some other new ones, again open bottomed, cut out tops, and our old ones are in hiding somewhere. These second ones came from the OLG, Ontario Lottery And Gaming Corporation. They are NOT provided by our store. The OLG can come in with their signs etc and change the advertising, as we are a selling agent for them. I think the bank had to ask us to put them up but NOT the OLG. I kept two of them, even though I would have preferred to not use them at all. But customers really do like to have them. A few hours into the shift, there was a gap between two people and I got a good look down my belt. I mean the dividers are annoying and all but I didn't study them when I got to work. Anyway, in front of the second order is this new divider and it suddenly hit me what was wrong about the thing. Have a look at this:
For a stupid lottery?
I don't know which is worse. The person that designed this or the person that approved it.
If I was the schmuck that had anything to do with this campaign, I'd make sure I had somewhere else to be for the next several months.
Monday, January 2, 2012
What ? ? ? ? ?
Okay, I was on express the other day. That means you pretty well deal with just customers. You also keep an eye on customer service and page for lottery or Western Union or what ever. But you don't wander away and do baskets or things like that.
Anyway, this lady comes over to me with a small soup container and says she wants a large soup. I said that if there aren't any there we are probably out of them. I also said I don't have any containers but if you ask at hot foods they should be able to assist you. She looks at me like I am totally weird and extremely rude for not helping her RIGHT NOW. And why the hell DON'T I have the containers at my register?
She goes over to the counter and asks and is told that we are indeed out of the large. So she takes two small ones and complains to me that her friend asked her to pick up a large. I said well at least this way she has more soup and I'm sure she'll appreciate you getting it for her. I asked if she needed a bag and she said no. So I finished her order and she then says 'I need a bag.' All righty then. You have a great day.
The second day the Diva was already there. She is annoying in that she seems to me that she can really set people's teeth on edge. I don't know how to describe it, other than she seems to ask questions in an argumentative (?) sort of way. One customer was obviously hard of hearing and had a hearing aid that you could see. She asks him, quietly, if he needs bags. He didn't hear her. So she asks him again, but also spots the bag he's carrying in his hand. At the same time he had turned and asked her what she said. She says 'never mind.' He said 'what' in a surprised tone. Again she says 'never mind'. He looks a little surprised so she tells him 'I asked you if you needed bags, but now I can see you don't.'
Maybe you had to be there, but it just seemed kind of rude, somehow. I just don't think that is the way to address an older person, whether they tick you off or not.
A little while later she sees that this customer has their own bags. She asks if they would like her to bag for them. They say no thanks and she proceeds with the order. Within a few minutes she is telling them that she'd be happy to bag. They, again say no, but she now tells them that she can do a better job. Well, maybe you can, but you don't imply that a customer is doing a lousy job when they think that they are being helpful or that they just want to do their own packing. I will wait and if I think they could have done it better I'll ask if I can give them a little suggestion.
Some people are not aware that even though we have switched to bags you pay for or that they bring themselves, we are still expected to do the packing for them. It doesn't absolve us of our duty as cashiers. The customer is spending good money. They are entitled to good service.
Another store in our area, from what I've been told by customers, just put the bags at the end for you and proceed to the next order. I think our store has an opportunity to capitalize on the fact that we still do the bagging. We need to go back to some of the old values.
The last thing The Diva did was, in my opinion, childish. There had been some kind of words between her and the customer and it was the tone that made me tune in. I hear her telling the customer that she has to scratch the 'thank you' sticker off the bag she just bought. She's making it very clear that this is a chore. She then asked me what my nails were like so maybe I could peel this label off. Yet, she doesn't offer me the bag to work on. She also has another customer in line. I said to her what's wrong? She said 'I have to void it off'.
Okay, just void off a different one and move on. I offered her one of my not sold yet bags to just scan the code. 'No it has to be this one. I just can't get the sticker off enough' . When I again said I have a bag you could use, she just glared at me. Then why am I even being brought into this?
She finally gets that done and then at payment time, waits until the woman inserts the card too soon before telling her she had to wait for the message. The procedure of setting the machine up now has to be repeated. And she tells her customer that in a condescending tone.
She, The Diva, gave me the impression she was cruising for a fight. Later she told me she was trying to make a point with this lady. While she was doing all this the customer was fiddling around in her purse, or checking her phone or otherwise occupied and not the least concerned with her grocery purchase. So the customer was totally unaware of the 'lesson' she was being taught, anyway.
The result was a confused cashier, (me), a customer made to wait unnecessarily, (next one in line), an oblivious to the world customer, (purse fiddler) and a cashier leaving a bad impression, (Diva).
Pick your battles, Diva!
Anyway, this lady comes over to me with a small soup container and says she wants a large soup. I said that if there aren't any there we are probably out of them. I also said I don't have any containers but if you ask at hot foods they should be able to assist you. She looks at me like I am totally weird and extremely rude for not helping her RIGHT NOW. And why the hell DON'T I have the containers at my register?
She goes over to the counter and asks and is told that we are indeed out of the large. So she takes two small ones and complains to me that her friend asked her to pick up a large. I said well at least this way she has more soup and I'm sure she'll appreciate you getting it for her. I asked if she needed a bag and she said no. So I finished her order and she then says 'I need a bag.' All righty then. You have a great day.
* * * * *
Two days in a row I had the same register. That doesn't happen often but it was nice because it was still set up the way I like it. It means I was able to get down to business right away.The second day the Diva was already there. She is annoying in that she seems to me that she can really set people's teeth on edge. I don't know how to describe it, other than she seems to ask questions in an argumentative (?) sort of way. One customer was obviously hard of hearing and had a hearing aid that you could see. She asks him, quietly, if he needs bags. He didn't hear her. So she asks him again, but also spots the bag he's carrying in his hand. At the same time he had turned and asked her what she said. She says 'never mind.' He said 'what' in a surprised tone. Again she says 'never mind'. He looks a little surprised so she tells him 'I asked you if you needed bags, but now I can see you don't.'
Maybe you had to be there, but it just seemed kind of rude, somehow. I just don't think that is the way to address an older person, whether they tick you off or not.
*
A little while later she sees that this customer has their own bags. She asks if they would like her to bag for them. They say no thanks and she proceeds with the order. Within a few minutes she is telling them that she'd be happy to bag. They, again say no, but she now tells them that she can do a better job. Well, maybe you can, but you don't imply that a customer is doing a lousy job when they think that they are being helpful or that they just want to do their own packing. I will wait and if I think they could have done it better I'll ask if I can give them a little suggestion.
Some people are not aware that even though we have switched to bags you pay for or that they bring themselves, we are still expected to do the packing for them. It doesn't absolve us of our duty as cashiers. The customer is spending good money. They are entitled to good service.
Another store in our area, from what I've been told by customers, just put the bags at the end for you and proceed to the next order. I think our store has an opportunity to capitalize on the fact that we still do the bagging. We need to go back to some of the old values.
*
The last thing The Diva did was, in my opinion, childish. There had been some kind of words between her and the customer and it was the tone that made me tune in. I hear her telling the customer that she has to scratch the 'thank you' sticker off the bag she just bought. She's making it very clear that this is a chore. She then asked me what my nails were like so maybe I could peel this label off. Yet, she doesn't offer me the bag to work on. She also has another customer in line. I said to her what's wrong? She said 'I have to void it off'.
Okay, just void off a different one and move on. I offered her one of my not sold yet bags to just scan the code. 'No it has to be this one. I just can't get the sticker off enough' . When I again said I have a bag you could use, she just glared at me. Then why am I even being brought into this?
She finally gets that done and then at payment time, waits until the woman inserts the card too soon before telling her she had to wait for the message. The procedure of setting the machine up now has to be repeated. And she tells her customer that in a condescending tone.
She, The Diva, gave me the impression she was cruising for a fight. Later she told me she was trying to make a point with this lady. While she was doing all this the customer was fiddling around in her purse, or checking her phone or otherwise occupied and not the least concerned with her grocery purchase. So the customer was totally unaware of the 'lesson' she was being taught, anyway.
The result was a confused cashier, (me), a customer made to wait unnecessarily, (next one in line), an oblivious to the world customer, (purse fiddler) and a cashier leaving a bad impression, (Diva).
Pick your battles, Diva!
* * * * *
And lastly, seeing that I worked New Years Eve, (yeah I know it was only the four hours over lunch, but it was New Years Eve,) I stopped at the dollar store and treated myself to some foil hats PLUS noisy horns. I started out the day with the hat on, but it was held with an elastic and by the second customer it let go at one end and smacked me hard right under my eye. In the garbage with the BAD hat.
So I just used my horn. Not on every customer, but almost. As they came to the register I wished them a Happy New Year and tooted the horn. I got a smile from nearly every customer and a laugh from several. I had such a fun time at work Saturday. Most of my customers did as well. I even, at one point, had three people in line while the cashiers on either side had none.I guess they just want to experience the party that is me sometimes.
Makes you glad to do your job and think that you are worth something.
Thursday, December 8, 2011
Finally I have someone to replace The Princess
I knew if I waited I'd get something good. We have a DIVA ! ! ! !
I'm not sure if that's what I'll call her yet, but it will do for now. This job is a step down in authority for her and now that she is settling in she's getting a little more . . . . . . . . pushy? assertive? not sure what you'd call it.
But she is rubbing lots of people the wrong way. She even had some kids asking her where she got her mouth from.
Now I am not a small person, I'll reluctantly, but truthfully admit. And the area behind the register is not what you'd call huge. When it comes time to switch out shifts and the other person actually shows up to relieve you on time, you have a cross over period where both of you are at the register at the same time.
What would make you think, when you're at least as 'tall' as I am, that you can come into the space before I have moved out???????
I was trying to get my tray and space sorted out for the next cashier when the Diva showed up. All polite and all, but basically squeezing me out of the space. Trust me, I love my job, but I am anxious to go home. Give me a second and I'll be out of your way.
She also has a habit of asking you something for help, so you go to the register to help her and then she does it correctly anyway. Not sure why she needs all the attention, but there is something that really rubs me the wrong way about her.
The thief lady was in again, not two days after her previous attempt at trying to openly steal.
Last week she was at my register and pushed the buggy through after unloading. I recognize her because when she unloads her buggy, she likes to toss her groceries on the counter. I get the impression that she is trying to act 'innocent' and not draw attention to herself. Problem is that the way she treats the food items is exactly what draws my attention to her.
I was working on her stuff and saw some potatoes in the buggy. She said that I had already rung them in. I said no, or they'd be in the bag.
"Well, I already paid for them"
"You told me that I just rang them in so if you had paid for them, why do I have all this money in my hands.?"
I asked her if she wanted them and she said they were hers. I said not until you've paid for them, do you still want them? She said no.
So not two days later she goes through one of the new girls registers two over from me. I heard a bit of ruckus about some can of tuna and the cashier resolved that. (customer decided not to 'buy' the tuna) Then cashier finds an apple and asks the customer if she wants it.
The cashier turns to me and says the lady says she brought it in with her. I asked the lady why she would do that and if she did why would you and why wasn't it eaten already? Or at least started? Or better yet why not have it in your purse when you come in.
I told the cashier that either the customer pays for the apple or we'll keep it. The customer stopped arguing.
I then told head cashier about it and asked if they could get a picture of her so we could show the other cashiers? She talked to the manager about it and they saw her on the tape, but didn't have a chance to print it off as we were so busy.
That does it for now. I'll have something else tomorrow.
I'm not sure if that's what I'll call her yet, but it will do for now. This job is a step down in authority for her and now that she is settling in she's getting a little more . . . . . . . . pushy? assertive? not sure what you'd call it.
But she is rubbing lots of people the wrong way. She even had some kids asking her where she got her mouth from.
Now I am not a small person, I'll reluctantly, but truthfully admit. And the area behind the register is not what you'd call huge. When it comes time to switch out shifts and the other person actually shows up to relieve you on time, you have a cross over period where both of you are at the register at the same time.
What would make you think, when you're at least as 'tall' as I am, that you can come into the space before I have moved out???????
I was trying to get my tray and space sorted out for the next cashier when the Diva showed up. All polite and all, but basically squeezing me out of the space. Trust me, I love my job, but I am anxious to go home. Give me a second and I'll be out of your way.
She also has a habit of asking you something for help, so you go to the register to help her and then she does it correctly anyway. Not sure why she needs all the attention, but there is something that really rubs me the wrong way about her.
* * * * *
The thief lady was in again, not two days after her previous attempt at trying to openly steal.
Last week she was at my register and pushed the buggy through after unloading. I recognize her because when she unloads her buggy, she likes to toss her groceries on the counter. I get the impression that she is trying to act 'innocent' and not draw attention to herself. Problem is that the way she treats the food items is exactly what draws my attention to her.
I was working on her stuff and saw some potatoes in the buggy. She said that I had already rung them in. I said no, or they'd be in the bag.
"Well, I already paid for them"
"You told me that I just rang them in so if you had paid for them, why do I have all this money in my hands.?"
I asked her if she wanted them and she said they were hers. I said not until you've paid for them, do you still want them? She said no.
So not two days later she goes through one of the new girls registers two over from me. I heard a bit of ruckus about some can of tuna and the cashier resolved that. (customer decided not to 'buy' the tuna) Then cashier finds an apple and asks the customer if she wants it.
The cashier turns to me and says the lady says she brought it in with her. I asked the lady why she would do that and if she did why would you and why wasn't it eaten already? Or at least started? Or better yet why not have it in your purse when you come in.
I told the cashier that either the customer pays for the apple or we'll keep it. The customer stopped arguing.
I then told head cashier about it and asked if they could get a picture of her so we could show the other cashiers? She talked to the manager about it and they saw her on the tape, but didn't have a chance to print it off as we were so busy.
* * * * *
Our competition has a saying that they are the store with a heart. Well, I just finished four days in a row and not one day went by without at least one person mentioning to me how they like our store. They don't like the way they are treated at the other store. They make you pay for bags there and then don't even bag for you.
We, another few more mature people, and myself get comments about how well we bag groceries. The young girls are not very good at it at all.
My thought is: why don't we capitalize on the fact that we are a more caring store. Just saying.
That does it for now. I'll have something else tomorrow.
Saturday, October 22, 2011
So, people actually DO listen ! ! ! ! ! ! ! !
Today was like old home week for me. I had a customer that when I asked if he wanted me to bag his stuff he started to say no. He then looked at me and said "I know you. You're the Tetris lady!!!!
I said oh, you mean the way I bag. He said yes, you can get so much in there. He said he was glad to have me pack his groceries for him.
Then I had a young lady that started to smile when I was getting ready to finish her order off. She started out by saying, "When I first moved to Hamilton, in 2008, I came into this store for the first time and I came through your register. I asked for some directions and you were so helpful to me. I've never forgotten that. Thank you." She thinks of that every time she comes in the store.
I had a young lady whose credit card wasn't working for some reason. Behind her was a man with two pies, each about $7.99. After the second time, I told her it wasn't working. She asked if she could try again. I said you can but its been declined twice. It was a card from China and I've had them work before but for some reason her's wouldn't. Anyway, she said to me, "so I can't get this?" I hated to tell her no, but what else could I do? Then the man behind her, with the pies, said "I'll pay for it. Put it on my order."
I said "are you sure?" And he said "yes, I believe in Karma". She was flabbergasted (there is no other word to describe it) and you could tell she just didn't know what to say. She was so touched.
As a matter of fact, so was I. I actually got the warm fuzzies because of what he did. I felt my face flush with pride for him. What a wonderful thing to do!
We had some major flooding in the store couple of days ago. What a M E S S !!! It was just gushing in at the top of the front window. They had a WetVac, some mops, paper towels and finally they found some (lots) buckets. Of course I heard a rumour that the school next to us could really put our real estate to good use. I would HATE to see something happen to our store.
I have written to the people at their head office in Montreal to ask about opening a brand new store in Burlington. There is such a definite need for one there and I want to see my store in there before some other schmuk gets the space. It is a perfect place for a store. Nothing near it but a ton of apartments, so where can the customers go?
It has a good age range of people.
There is not another grocery store for miles around there.
It has a school behind it.
There are retirement living buildings.
Anyway, its late. I'm off to bed.
I said oh, you mean the way I bag. He said yes, you can get so much in there. He said he was glad to have me pack his groceries for him.
Then I had a young lady that started to smile when I was getting ready to finish her order off. She started out by saying, "When I first moved to Hamilton, in 2008, I came into this store for the first time and I came through your register. I asked for some directions and you were so helpful to me. I've never forgotten that. Thank you." She thinks of that every time she comes in the store.
* * * * *
I had a young lady whose credit card wasn't working for some reason. Behind her was a man with two pies, each about $7.99. After the second time, I told her it wasn't working. She asked if she could try again. I said you can but its been declined twice. It was a card from China and I've had them work before but for some reason her's wouldn't. Anyway, she said to me, "so I can't get this?" I hated to tell her no, but what else could I do? Then the man behind her, with the pies, said "I'll pay for it. Put it on my order."
I said "are you sure?" And he said "yes, I believe in Karma". She was flabbergasted (there is no other word to describe it) and you could tell she just didn't know what to say. She was so touched.
As a matter of fact, so was I. I actually got the warm fuzzies because of what he did. I felt my face flush with pride for him. What a wonderful thing to do!
* * * * *
We had some major flooding in the store couple of days ago. What a M E S S !!! It was just gushing in at the top of the front window. They had a WetVac, some mops, paper towels and finally they found some (lots) buckets. Of course I heard a rumour that the school next to us could really put our real estate to good use. I would HATE to see something happen to our store.
I have written to the people at their head office in Montreal to ask about opening a brand new store in Burlington. There is such a definite need for one there and I want to see my store in there before some other schmuk gets the space. It is a perfect place for a store. Nothing near it but a ton of apartments, so where can the customers go?
It has a good age range of people.
There is not another grocery store for miles around there.
It has a school behind it.
There are retirement living buildings.
* * * * *
Anyway, its late. I'm off to bed.
Monday, October 17, 2011
What do YOU think?
Do you think it is important for customers, some not all, to have a sort of relationship with their cashiers?
I do.
I'll tell you why from a customer point of view first.
I like to go into a store and see a familiar face and know that my products will be bagged properly, or that I will be served in a polite and timely manner or that some one will be, if nothing else, civil to me. I like to see a familiar face in case I have to come back for some reason.
And now from a cashier point of view.
I have several elderly customers that can't carry heavy bags. They really appreciate having the weight split up between two bags if that is what they are getting. Or among several bags if they have to carry them up stairs. They also like having their cold items together, their produce together, their meat in plastic bags. Those are all things I was taught when trained to be a cashier back in 1968. One customer I have ALWAYS wants double bags and not much in them. Another wants very few items in each of several bags. They seem to be very pleased that I remember that.
An awful lot of my customers seem to wait in my line to see me. Whether its the service, the personality or the never knowing what I will say next I don't know. I think at the end of the day they like to see a happy face and someone that recognizes them in the line up. I couldn't tell you how many people I have had that have told me I made their day better.
The other day we had a wack job customer. Luckily I didn't get her. She was two registers down from me. Apparently she was buying some food items for a funeral so wasn't in the best of minds at the time. But that is still no reason to be rude to the cashier.
She bought a bunch of tuna and said it was on sale. Turns out she had picked out the sodium reduced or something and that one was NOT on sale. The regular was. Cashier offers to get the other kind and the customer was not impressed with having to wait. She was also PO'd that we didn't have the flour she needed. The quote was "and of course you don't have the flour I need."
Then she starts in on how we charge 3% for using debit, (????) and we don't give that back. (again, ?????). Its something to do with credit cards charging some amount somewhere for the pleasure of using their cards.
She also started to tell the cashier how she wasn't very smart and should know these things, etc. The cashier even had a second customer come through and even though she was finished with 'crabby pants', she hung around, still haranguing her. Finally I called over and asked if she had a key, to give her a chance to get away.
She was relieved and told me she was about to go down this woman's throat.
I know I haven't got all the story straight but I will get it and amend this.
I am on my way in this afternoon for 4 hours. I hope I am on express but I don't think so. I'm starting a 1/2 hour too soon. That mean's I will be working a regular register, so I hope I am working with people that know how to work.
Something else I'll tell you.
I really want to talk to our manager about whether we can work on manners and packing a little bit with some of our employees. It seems to have been forgotten that with competition what it is, the difference comes down to service and perception.
I do.
I'll tell you why from a customer point of view first.
I like to go into a store and see a familiar face and know that my products will be bagged properly, or that I will be served in a polite and timely manner or that some one will be, if nothing else, civil to me. I like to see a familiar face in case I have to come back for some reason.
And now from a cashier point of view.
I have several elderly customers that can't carry heavy bags. They really appreciate having the weight split up between two bags if that is what they are getting. Or among several bags if they have to carry them up stairs. They also like having their cold items together, their produce together, their meat in plastic bags. Those are all things I was taught when trained to be a cashier back in 1968. One customer I have ALWAYS wants double bags and not much in them. Another wants very few items in each of several bags. They seem to be very pleased that I remember that.
An awful lot of my customers seem to wait in my line to see me. Whether its the service, the personality or the never knowing what I will say next I don't know. I think at the end of the day they like to see a happy face and someone that recognizes them in the line up. I couldn't tell you how many people I have had that have told me I made their day better.
* * * * *
I know I haven't got all the story straight but I will get it and amend this. The other day we had a wack job customer. Luckily I didn't get her. She was two registers down from me. Apparently she was buying some food items for a funeral so wasn't in the best of minds at the time. But that is still no reason to be rude to the cashier.
She bought a bunch of tuna and said it was on sale. Turns out she had picked out the sodium reduced or something and that one was NOT on sale. The regular was. Cashier offers to get the other kind and the customer was not impressed with having to wait. She was also PO'd that we didn't have the flour she needed. The quote was "and of course you don't have the flour I need."
Then she starts in on how we charge 3% for using debit, (????) and we don't give that back. (again, ?????). Its something to do with credit cards charging some amount somewhere for the pleasure of using their cards.
She also started to tell the cashier how she wasn't very smart and should know these things, etc. The cashier even had a second customer come through and even though she was finished with 'crabby pants', she hung around, still haranguing her. Finally I called over and asked if she had a key, to give her a chance to get away.
She was relieved and told me she was about to go down this woman's throat.
I know I haven't got all the story straight but I will get it and amend this.
* * * * *
I am on my way in this afternoon for 4 hours. I hope I am on express but I don't think so. I'm starting a 1/2 hour too soon. That mean's I will be working a regular register, so I hope I am working with people that know how to work.
Something else I'll tell you.
I really want to talk to our manager about whether we can work on manners and packing a little bit with some of our employees. It seems to have been forgotten that with competition what it is, the difference comes down to service and perception.
Thursday, September 1, 2011
Where have I been ? ? ? ? ! ! ! ! !
Wow, I sure took a long time off. What up with that?
Its now coming into the time of year where we get our huge influx of students. Should be at its worst this weekend. Thank goodness I'm not working. I would rather work three Christmases back to back than work the week prior to the 'RETURN OF THE STUDENTS'.
But to be fair I'd rather work student return time than work Easter. Now THAT is some holiday. The orders are always over $300.00, sometimes over $400.00. And so many people. And stressed???!!!. It is such an important time of the year and so many people get together. More so, than at Thanksgiving and Christmas.
I just realized SO busy because of being closed on Good Friday AND Easter Sunday. So everyone has to cram their shopping into those few days. And, because a lot of what they want has to be fresh, they are left with Saturday!!!
Wow it only took me four years to figure that out.
We have a few new cashiers in. One has worked at a grocery store before and has five years experience. So she just has to learn the finer points of our 'system'. She's good with customers which is important to me. Bagging...??? not so sure on. I'll have to watch a little longer.
Okay now to the part where I bitch. (might as well. I get told this is more of a complaint forum than anything).
We had this bus that we apparently rented to bring elderly people to the store to shop. I think it was once a month, but I don't know. (I'll check and add the info later).
Anyway, I had an early shift yesterday so was there for these people to come in. I was told to remind them that this was the last day for the bus.
?????
Turns out, we can't afford it anymore. It doesn't bring in enough money. Okay, I understand that. One of the patrons asked how they could keep the bus going and was told "fill the bus". Its a friggin big city transit bus! ! ! ! ! !
How about looking into renting a smaller one? We have a rest home near us that has a bus supplied by a local business owner. Could we maybe rent that? How about a DARTS bus? They are small buses that will deliver people door to door for the same price as the regular bus. What about even approaching a car dealer and asking them if they would want to volunteer their services once a month?
Granted, there are maybe only ten or twelve people using this service, but at least they were using it. SO now we gain the money we were spending on the bus, but lose the money the customers spent in our store. Not to mention the bad publicity of them losing this service. Which do you think will cause more of an image issue????
Oh, by the way, we had coffee and cake out for them. Sorry, but to me you might as well have thrown a pie in their faces.
And last, but not least, there is still no sign that they will put one of our stores in the place I suggested. I KNOW they can make money there. There is N O T H I N G else along that length of roadway.
Its now coming into the time of year where we get our huge influx of students. Should be at its worst this weekend. Thank goodness I'm not working. I would rather work three Christmases back to back than work the week prior to the 'RETURN OF THE STUDENTS'.
But to be fair I'd rather work student return time than work Easter. Now THAT is some holiday. The orders are always over $300.00, sometimes over $400.00. And so many people. And stressed???!!!. It is such an important time of the year and so many people get together. More so, than at Thanksgiving and Christmas.
I just realized SO busy because of being closed on Good Friday AND Easter Sunday. So everyone has to cram their shopping into those few days. And, because a lot of what they want has to be fresh, they are left with Saturday!!!
Wow it only took me four years to figure that out.
* * * * *
We have a few new cashiers in. One has worked at a grocery store before and has five years experience. So she just has to learn the finer points of our 'system'. She's good with customers which is important to me. Bagging...??? not so sure on. I'll have to watch a little longer.
* * * * *
We had this bus that we apparently rented to bring elderly people to the store to shop. I think it was once a month, but I don't know. (I'll check and add the info later).
Anyway, I had an early shift yesterday so was there for these people to come in. I was told to remind them that this was the last day for the bus.
?????
Turns out, we can't afford it anymore. It doesn't bring in enough money. Okay, I understand that. One of the patrons asked how they could keep the bus going and was told "fill the bus". Its a friggin big city transit bus! ! ! ! ! !
How about looking into renting a smaller one? We have a rest home near us that has a bus supplied by a local business owner. Could we maybe rent that? How about a DARTS bus? They are small buses that will deliver people door to door for the same price as the regular bus. What about even approaching a car dealer and asking them if they would want to volunteer their services once a month?
Granted, there are maybe only ten or twelve people using this service, but at least they were using it. SO now we gain the money we were spending on the bus, but lose the money the customers spent in our store. Not to mention the bad publicity of them losing this service. Which do you think will cause more of an image issue????
Oh, by the way, we had coffee and cake out for them. Sorry, but to me you might as well have thrown a pie in their faces.
* * * * *
And last, but not least, there is still no sign that they will put one of our stores in the place I suggested. I KNOW they can make money there. There is N O T H I N G else along that length of roadway.
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