I read a great "highly dissatisfied" customer comment today. "No one at Kroger looks like they're happy to be there. I don't know how Publix does it, but their employees are always happy and smiling! I come to Kroger for the low prices, not the employees." Clearly this customer does not see the connection between low prices and low wages, and how an overworked, constantly dehumanized staff, combined with embarrassingly low pay and lack of incentive (better work hard for that .05 raise!) can contribute to a pretty miserable, apathetic workforce. Not to mention the fact customers and Kroger try their best to strip any humanity from you and reduce you to a faceless robot without any feelings, ideas, or personal life. The store is 2 ****ing degrees and you can't even wear your KROGER JACKET because it covers up your stupid t-shirt. Besides, why should I have to convey any real emotional connection to customers? It says right here on my t-shirt "glad you're here!"
Most customers believe you have to EARN your minimum wage job by acting like your taking in bucket loads of cash. They only care about themselves. Selfish!
I don't understand why some people are so insistent on pretending like the employees are happy at their job. We all know they aren't, or at least the majority of them aren't. As long as they're polite, what difference does it make? I work at the deli I ask "hi, how can I help you?" in a nice, normal tone. Sometimes I smile, not always though. Some woman once complained I wasn't being enthusiastic enough.
When I go to shop, I couldn't care less whether the employees have a fake smile plastered on their faces. As long as they're doing their job and not being rude, whatever.
I never understand the point of being a bitch about employees.
After work today I stopped at Lowe's to pick up a couple things for my brother. When i checked out, the cashier was talking to another employee about football.
He eventually stopped his conversation to ask how i was doing, and all that. When I left, I told him to have a good day too.
I wasn't going to go complain to management that he wasn't putting his 100% undivided attention-because-im-such-an-IMPORTANT-customer on me. He got me checked out and wasn't being overly rude. That's really all I care about.
Funny comment, as I work at Publix nowdays! The biggest difference is definitely that - we are paid quite a bit better, our benefits are *very* good, and we actually own the company (Publix is employee-owned, no outside investment, ie we all get stock grants). Combine that with fairly decent management policies (the sort of "red" management that Kroger loves is not tolerated) and actually staffing stores properly for work efficiency and service, and we kill Kroger on every single measure someone could care about, except price of course. And naturally thats all some people care about, but other than that, I dont know why someone would go to Kroger over Publix!
Funny comment, as I work at Publix nowdays! The biggest difference is definitely that - we are paid quite a bit better, our benefits are *very* good, and we actually own the company (Publix is employee-owned, no outside investment, ie we all get stock grants). Combine that with fairly decent management policies (the sort of "red" management that Kroger loves is not tolerated) and actually staffing stores properly for work efficiency and service, and we kill Kroger on every single measure someone could care about, except price of course. And naturally thats all some people care about, but other than that, I dont know why someone would go to Kroger over Publix!
That's awesome that they treat you so much better, Fishy. I'm honestly happy for you.
That being said, Publix customers, or people that cross-shop Kroger are a freakin' nightmare. It's like you Publix folks are training your customers to think that everyone should just roll over and give them whatever they want, either that or they are already a spoiled, entitled sort that love to name-drop your store when us folks at Kroger can't/shouldn't just kiss their asses. Probably a mix of both.
This is not to say that I don't believe in good customer service, or just being a mature decent person when dealing with customers. I pride myself on being good to folks, but there are limits. When Publix is mentioned, I instinctively go on the defensive. I'll do what I can for ya, but I'm not going to degrade myself by giving away the farm, or going outside the bounds of what my job is.
All they've really done is shot themselves in the foot. My normal good nature to want to help is out the door. They can GTFO.
I generally like most of the customers that I deal with day in and day out. I don't let the minor irritations that some present to really bother me or affect my customer service. There is one customer, however, that I really dislike. She comes in like clockwork every Tuesday night 10 mins before we close and stays in the store purposely anywhere from 10m to 30m past closing time. This has been happening for several years and it's really frustrating because we can't do anything about it and our store manager won't say anything to her himself or allow us to either (which I don't really understand as our manager is quite reasonable about everything else). It's just really frustrating for me because my coworkers and I work very hard to ensure everything is done so we can leave on time and just this one customer does this. If this happened every once in awhile, I wouldn't mind because I know things can come up and prevent someone from getting to the store on time but this woman is just ridiculous. I don't think anything can really be done but I just really wanted to vent. -_-
I generally like most of the customers that I deal with day in and day out. I don't let the minor irritations that some present to really bother me or affect my customer service. There is one customer, however, that I really dislike. She comes in like clockwork every Tuesday night 10 mins before we close and stays in the store purposely anywhere from 10m to 30m past closing time. This has been happening for several years and it's really frustrating because we can't do anything about it and our store manager won't say anything to her himself or allow us to either (which I don't really understand as our manager is quite reasonable about everything else). It's just really frustrating for me because my coworkers and I work very hard to ensure everything is done so we can leave on time and just this one customer does this. If this happened every once in awhile, I wouldn't mind because I know things can come up and prevent someone from getting to the store on time but this woman is just ridiculous. I don't think anything can really be done but I just really wanted to vent. -_-
Find someone you know who doesn't work for Kroger to tell the lady to get out of the store. Maybe have them get on the intercom and say, "Hey bitch, do your shopping at a decent hour."
When I worked in restaurants, there were always these douchery dirt ball-types who would pull that crap. Come in literally two minutes before they knew we were locking up for the night. SOOOO, in the winter we'd put on the air conditioner; in the summer, the furnace. Pile chairs on tables all around their heads, vacuum inches from their feet.
It never made 'em leave.....but their anger made us feel better!
I don't like the Publix attitude either. If they are so much better, just go there and waste your money... you're holding up our loyal customers with your BS. They really do think it'll get their way and some managers will freak out and kiss ass any time Publix is mentioned. Today we had one demand to know where the nearest Publix was because we didn't have a product. He said no one had any sense. One of my co-managers has Publix envy and I would like to tell him he needs to just go work there instead.
I generally like most of the customers that I deal with day in and day out. I don't let the minor irritations that some present to really bother me or affect my customer service. There is one customer, however, that I really dislike. She comes in like clockwork every Tuesday night 10 mins before we close and stays in the store purposely anywhere from 10m to 30m past closing time. This has been happening for several years and it's really frustrating because we can't do anything about it and our store manager won't say anything to her himself or allow us to either (which I don't really understand as our manager is quite reasonable about everything else). It's just really frustrating for me because my coworkers and I work very hard to ensure everything is done so we can leave on time and just this one customer does this. If this happened every once in awhile, I wouldn't mind because I know things can come up and prevent someone from getting to the store on time but this woman is just ridiculous. I don't think anything can really be done but I just really wanted to vent. -_-
Find someone you know who doesn't work for Kroger to tell the lady to get out of the store. Maybe have them get on the intercom and say, "Hey bitch, do your shopping at a decent hour."
Haha nice option!
Other options require someone with the guts to tell her no in various polite, but firm ways. I would recommend:
-closing the doors early when you know she is coming. This may involve going so far as figuring out what she drives, waiting for her car, and closing/turning off the doors when she is coming. We can do this whether she likes it or not. If she pushes the door open and grabs a cart, tell her the doors have already closed for the night and she must leave. If she argues, be up front with her about her known history and that she is simply not allowed to shop if she refuses to leave by closing time, she simply can't shop there that late.
-making pages that there will be no checkout past closing (and then actually following through with it.) This might take some coordination with night crew. Make sure ahead of time that they are aware that they are not to check her out, or do something like put all the tills up and then clock out on time and leave. Have them make polite but pointed remarks about "the store closes this time every night, as posted at the doors" or "the last cashier leaves when the store closes and we can't check you out." Or go hide, looking like you've left, while making sure she doesn't just take the cart and walk out with it. I find this makes the biggest impact if pulled off successfully because she spent all that time shopping for groceries she just has to leave behind.
-make pages that the store is closing, wait til like 5 min after closing, track her down, and tell her if she wants her groceries she needs to come to checkout immediately. If she acts like she isn't going to cooperate, grab her cart and repeat yourself, adding that this isn't optional and compliance is the only way she is leaving with her groceries tonight.
I read a great "highly dissatisfied" customer comment today. "No one at Kroger looks like they're happy to be there. I don't know how Publix does it, but their employees are always happy and smiling! I come to Kroger for the low prices, not the employees." Clearly this customer does not see the connection between low prices and low wages, and how an overworked, constantly dehumanized staff, combined with embarrassingly low pay and lack of incentive (better work hard for that .05 raise!) can contribute to a pretty miserable, apathetic workforce. Not to mention the fact customers and Kroger try their best to strip any humanity from you and reduce you to a faceless robot without any feelings, ideas, or personal life. The store is 2 ****ing degrees and you can't even wear your KROGER JACKET because it covers up your stupid t-shirt. Besides, why should I have to convey any real emotional connection to customers? It says right here on my t-shirt "glad you're here!"
The general public probably thinks all the "clerks" in the store make $10-$11/hr, get huge employee discounts, and just stand there talking and putting stuff on shelves all day. I remember when I had a non-retail job and almost this level of naiveté.
Or they have a superiority complex and think of Kroger staff as the epitome of trash.
Remember the orientation videos where each interaction is between one slow & sarcastic employee and one helpless customer? They sure didn't want to introduce REALITY into the situation - you're drowning in customers, hustling to meet time, and customers are riding the isles in their fat-mobiles asking for everything on their grocery list phone apps.
