Learning From A Bad Stop & Shop Experience

It's easy to spot companies who are and are not customer-centric, especially when you're the customer. The other day I was at the deli counter at my local Stop & Shop when the employee who was helping me was asked by another employee to come down to the other end of the department.  My guy pointed to me and said, "In a minute."  The other guy insisted he come immediately.  Even though my guy was gone probably less than a minute, it really annoyed me.  When my guy returned I asked what his co-worker had wanted. He replied, "To tell me he was going on break."  How rude and self-serving is that? 

After I got my order I went off in search of the manager on duty to complain and who do I run in to but Mr. "My Break is More Important than the Customer."  As I was telling the manger how I felt Mr. Break stood right there saying it wasn't a big deal.  And he's right.  Taking 60 seconds away from my order isn't a big deal.  Interrupting an employee who is waiting on a customer so you can go on break is a HUGE deal. 

Compare that to Whole Foods, whose counter employees always give me their undivided attention.  You're either customer-centric or not.  It's not what we say in meetings or trainings that determine if we're customer-centric or not, it's what our employees do that determines it. 

It's important that your employees know:

1. The customer always comes first.
2. An employee who is with a customer should only be interrupted in case of an emergency.
3. Never carry on a conversation with a colleague who is helping a customer.
4. When in doubt, re-read rule number one.

It is vital that you be aware of how well your team does or does not in this area because trust me, your customers know.

Comments

[Paul Mallon]

Customer service comes down to having the right product on the shelf, the right sales person, short lines and an efficient stock room. The stockroom is that final yard...the black hole, or forgotten area, of the supply chain. See below for a great parody of what I am talking about. Hilarious!

http://www.youtube.com/watch?v=BIvhcwlS1sk

[Doug]

Thanks Paul. That's very funny. I liked it so much I made it a main post. Thanks again.