SmallBizResource Blog -- Customer Service

Feedback: Grocery Store Aggravation

Posted by Gayle Kesten Friday, Aug 1, 2008, 01:16 PM ET

Laaa! Seems like my recent shabby customer service story struck a chord, so I thought I'd share snippets of the much-appreciated responses.

Just in case you're like me and can barely remember what you ate for breakfast this morning, last week's "Grocery Store Aggravation" post recounted my "lousy experience" at an unfamiliar grocery store (followed by an e-mail apology from an SVP from the store's parent company; I'm guessing he has a Google Alert set up for the supermarket chain).

Moving right along...

You get what you pay for?

• Ok, so you're the store manager and you just let this cashier go. You did it for every good reason. No problem. Except you now have to dip into the candidate pool and find one to replace her. And train the new person. And then find out your new one isn't a bit better than the one you had! Or you pay more, get better help and you raise your prices as a result.
• I don't want to be the person to post the negative comment but how much "Customer Service" do you really expect from a minimum wage employee who is probably treated relatively poorly by their immediate supervisor?
• Regardless of her wage or her supervisors poor attitude. If she expects to advance beyond the minimum STARTING (not living) wage she needs to rise above her attitude...and had she said that to one of my customers she would have been out of a job!

Not sure whether the sarcasm here is aimed at me or the store's management:

• Hmm..one line really long and one nearly empty. Gosh, I wonder what that could mean?

This person must think me:

• It might mean that one was for larger orders and the shorter line was for shorter orders. An observation that a seasoned shopper to that store might know. But that a new customer might miss.

Is this really a man vs. a woman thing?

• No guy would have tolerated that cashier's response. Write a letter/email both to the store mgr and corporate and NEVER go to that store again. Vent/express yourself, then vote with your wallet.

If so, where was this man when I needed him?

• My wife and I NEVER let a sales rep or cashier get away with something like that. We always call them on their bad service and if they give us any lip, we go straight to their manager. A comment like "don't you start with me" is a threat and grounds for termination.

This person found a great "in" to plug his Web site, but it's relevant and one worth checking out:

• It's great to see large companies taking the time to respond to their customers even at a local level and to see a business owner empowering employees to make decision on their own. These instances are the essence of why we launched SuggestionBox.com a place for people to Make ___ Better (your choice! brand, company, product, event) Whether it's the local grocery store, coffee shop or chain; our feedback is important and each of our experiences when shared will only result in a better experience next time.

A big thanks to everyone who took the time to share their thoughts. Keep your comments coming.

Customer Service