I was looking at the sheet today that has the grades 1-5 on how we did. Someone gave us a 4 and made this comment "I'm hard to please" why did they give us a 4? That is their problem that they are hard to please. I have noticed several things like this. Does the corp office read these before they send them? If something is not our problem why can't corp edit the score to 5?
I was looking at the sheet today that has the grades 1-5 on how we did. Someone gave us a 4 and made this comment "I'm hard to please" why did they give us a 4? That is their problem that they are hard to please. I have noticed several things like this. Does the corp office read these before they send them? If something is not our problem why can't corp edit the score to 5?
No sir, only 5s count. You'll see a lot of them say things like, "My shopping experience was fantastic, but perfection is something you cannot obtain, so a 5 is out of the question!" The best thing you can do is to speak to the customer like they're you're elderly neighbor. Be sincerely nice, and helpful. Go above and beyond. Then when they mention your name on one of those 5 rating you get a gift card (My area gives them out anyway..). If they don't leave 5s ever, they don't leave 5s ever
Problem is, 99% of customers have no clue how the survey is actually used by Kroger, that only 5's count, and that Kroger cares what their OSAT is. So they just fill it out willy-nilly (our store offers a chance to win a contest, and extra fuel points if you fill it out), and put things like "Shopping isn't meant to be a fun experience, 4/5 lol", or geniuses who think 1 is the best rating.
IMO they should actually look at the comments, if a customer has a complaint or two, that should count as a 3 or 4, if they hated it and promise to never come back, a 1, if they've got no complaints, then it should be marked a 5. Of course, that would take a few minutes of work on the part of whoever handles the surveys, and we can't have that now can we @_@
One thing I do is try to mention or point out the survey to customers I've had a really positive experience with, we have another cashier who outright tells certain customers, "Here's a survey, fill it out and tell Kroger how good I am ", and it actually works (though I'm hesitant to try this as I'm not sure if it's 100% kosher.
Problem is, 99% of customers have no clue how the survey is actually used by Kroger, that only 5's count, and that Kroger cares what their OSAT is. So they just fill it out willy-nilly (our store offers a chance to win a contest, and extra fuel points if you fill it out), and put things like "Shopping isn't meant to be a fun experience, 4/5 lol", or geniuses who think 1 is the best rating.
One thing I do is try to mention or point out the survey to customers I've had a really positive experience with, we have another cashier who outright tells certain customers, "Here's a survey, fill it out and tell Kroger how good I am ", and it actually works (though I'm hesitant to try this as I'm not sure if it's 100% kosher.
Well the problem with the 1-5 system is that we are constantly telling customers to rate us a 5 but the numbers 1-5 don't appear on the actual survey itself anywhere.
Also, it's definitely ok to talk yourself up and tell a customer to rate you well. They tell us to go out of our way to mention the survey to a customer you might have helped out greatly.
A customer said I was walking around the store being rude to them. I had not even been in the building during the time he called. I hate how nasty people just want to try to get you in trouble.
Our store is going through a remodel/expansion right now, so our survey score is horrible (mid 50s). But I do love it when they complain about us, and they still give us a 5.
Most of our customers that complete the surveys are too lazy to ask us for help (we have lists of where items are). And they don't want to take the time to read the signs above the aisles (which have been updated perfectly throughout our remodel.
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I was looking at the sheet today that has the grades 1-5 on how we did. Someone gave us a 4 and made this comment "I'm hard to please" why did they give us a 4? That is their problem that they are hard to please. I have noticed several things like this. Does the corp office read these before they send them? If something is not our problem why can't corp edit the score to 5?
We have a customer comment that consistently gives us a "4" because "no one is ever perfect and has room to improve". I roll my eyes every time I see it.
Our store is going through a remodel/expansion right now, so our survey score is horrible (mid 50s). But I do love it when they complain about us, and they still give us a 5.
Most of our customers that complete the surveys are too lazy to ask us for help (we have lists of where items are). And they don't want to take the time to read the signs above the aisles (which have been updated perfectly throughout our remodel.
We just went through a center store reset, our OSAT's are high 50's finally. It got ugly for awhile. People still complain. I had one guy ask me where the deodorant was the other day then proceeded to tell me "This place sucks!" I fired back without thinking "Yet here you are," and smiled nicely.
I've been involved in retail for a very long time now....Too long, really. Over the years I've watched customers become sad, pathetic, whiny, cry-baby fit throwing sad caricatures of human beings, many of who truly believe we are their personal slaves---or worse, punching bags to take out the frustrations of their miserable lives on.
It is becoming very difficult to deal with these people, and the urge to smack the $hit out of some of them is almost iresistable some days.
Yes. Yes, it is. Our customers in our store are mean. One of our corporate guys that was here for our reset mentioned how mean and impatient our customers are. They're mean and they all expect something if they're not happy. I've had people threaten to take their business elsewhere. I just tell them "I'm sorry you feel that way, but if that makes you feel better then you need to do what makes you feel best." Yet they NEVER F*CKING LEAVE. I don't fall for the bully tactics customers try to pull when things don't go their way. Whoever coined the phrase "The customer is always right" never worked retail and needs to be flogged.
Yes. Yes, it is. Our customers in our store are mean. One of our corporate guys that was here for our reset mentioned how mean and impatient our customers are. They're mean and they all expect something if they're not happy. I've had people threaten to take their business elsewhere. I just tell them "I'm sorry you feel that way, but if that makes you feel better then you need to do what makes you feel best." Yet they NEVER F*CKING LEAVE. I don't fall for the bully tactics customers try to pull when things don't go their way. Whoever coined the phrase "The customer is always right" never worked retail and needs to be flogged.
", and it actually works (though I'm hesitant to try this as I'm not sure if it's 100% kosher.
