It does, and it doesnt. I definitely say we meet the "strategy" with our very unique setup, full service departments all around, wide array of locally produced products, organics, natural meats, etc. Customers "get what they want". However our customers definitely would like even MORE local products, and our "special" store is the only store in the division that offers our selection. A regular store can't get 1/5th of the neat products we have, and here in Portland people definitely want it, so every other location fails miserably. Good example in even our expanded selection would be our beef. Sure, its all natural, hormone free, antibiotic free, humanely raised, etc. But Oregon is a big cattle ranching state, we could totally get Oregon raised natural beef. We dont because like the rest of Kroger we sell Private Selection natural beef, from NatureSource Angus program of National Beef. We even have an outside supplier delivering this product to us since we need ALL cuts and grinds from them, not just a lil bit for a natural section. So we could just order Country Natural or Cascade Natural or something local instead. Customers routinely ask for it too, but that's never going to happen.
I say where we don't is the usual, understaffing. And we are a "focus" special super-duper store, so we get way more hours than anyone else. But due to our differences its still not enough. There can be times were we have a steady lineup of 5-6 customers at the meat/fish counters. That's with 4-5 people on the clock at any given time! I've been working about 2+ hours of OT a week just due to someone needing to go to lunch around my quitting time, and that'd leave only 2 people on the counter, which is just unacceptable. Luckily its totally OK to use the OT in our location, but if we had another say 32 hours in the department per week we'd be mostly OK without OT. But other employees and I on a bit of OT per week is better than paying benefits to the company, I bet. Thank goodness our contract prohibits any participation of perishable departments in the QueVision crap.
when i started kroger, so long ago, customers were treated above and beyond good, but at the same time, no shinanigans were tolorated, with just rude, or lieing people.
It worked well, and it showed in how many loyal customers we had.
but then, coperate decided what THEY wanted was MORE important then what the customr wanted, and we had to change things, to ways the customers did not lke, and when they voiced their displeaseure, all we could do was say"please call kroger coperate, and tell them your veiws, they won't listen to us"
Its sad really. i watched kroger go from such a great place, i was proad to work for, to a place i became ashamed of
when i started kroger, so long ago, customers were treated above and beyond good, but at the same time, no shinanigans were tolorated, with just rude, or lieing people.
It worked well, and it showed in how many loyal customers we had.
but then, coperate decided what THEY wanted was MORE important then what the customr wanted, and we had to change things, to ways the customers did not lke, and when they voiced their displeaseure, all we could do was say"please call kroger coperate, and tell them your veiws, they won't listen to us"
Its sad really. i watched kroger go from such a great place, i was proad to work for, to a place i became ashamed of
It's really interesting to me to see all the ways that Kroger is paralleling Wal-Mart. It's sad, too. Every retailer out there is now competing for the earliest Black Friday opening hours; they're all offering holiday features exponentially earlier each year, too.
But this business of how Kroger is alienating their customer base comes as a sad sign o' the times for me-----tho not unexpected. Corporate profits have become such a frenzied drive that, YES, I say it again: if these 'people' had their way, they would re institute slavery.
The first thing that struck me is the lack of self-importance in each of these posts. It's a shame really that you fellow associates feel this way. The store that I work at I'm sure there are some unhappy associates. But that's what makes my job so great. It sounds odd but let me explain. If your unhappy about something and trust me I have not always agreed with new policies and procedures BUT..... They are put into practice for the ease of the labor and to streamline and make current tasks quicker and more efficient. The main thing on everyone's plate is that there are simply not enough hours. Did you know that if an associate leaves work before their scheduled time that you are cutting hours for next year? There is always something that can and needs to be done. If you find you or your fellow associates are dissatisfied with something work on it together. Take ownership of the issue and resolve it. I've only been with the company now for 6 years. I must say that it is one of the best companies I have ever worked for. My favorite thing about the job is the ability to provide the best customer service that I can possibly give just by remembering a customer, making friendly conversation with customers and if I have my tasks completed ill use extra time (very rare occasion) and just look for opportunities to improve atleast one customers shopping expirience. It's very rewarding in seeing the customers happy and consistently returning. You have mentioned customers that are dishonest. Yes they may be dishonest but you have to remember, THEY are always right and that THEY are the only reason we have job security. They could easily go across the street and cheat Wal-Mart and patronize their stores. Honestly, if they are dishonest and I know at times they are, it's still bringing traffic and sales into our stores. We throw more money out the back door than what the customer would ever be able to "cheat" us for. If something scanned a bit higher than they thought, don't argue, instead offer to fix the issue, take ownership, make that customer feel as though they are the center of your attention at that moment. It will make them return to our stores and in turn keep you working. That's why Kroger introduced the customer 1st strategies. They want the customers to know that they are the most important aspect of the company and we are thankful for their patronage. OUR PEOPLE ARE GREAT. It's the biggest key element of this strategy. Let's all make this true in the new fiscal year of 2013. As I'm sure you have all heard.... " The Power Of "WE" in 2-0-1-3" .
I don't remember exactly what Customer 1st Strategy is. It blends together with the however many keys and all the other corporate doubletalk. I'll see if there's a poster in the breakroom.
Whatever it is, my store probably doesn't meet it. My store is a "problem store".
