Yep Front End is scheduling meetings this week and next.
And some of those meetings will be during the courtesy clerk's and cashier's shifts.
As if it is bad enough we never have enough baggers or people to bag, now we are going to be short some staff for what - at least 30 minutes, probably?
All for 'Make it Right'. Yea. You want to Make It Right how about FIXING YOUR CRAP INTERNALLY FIRST. Idiots.
30 minutes? The meeting I went to lasted two hours. They want the customer to have a more uplifting experience when they shop at Kroger. I ask is this a grocery store or is this Disney World? You'll watch several videos featuring "focus groups" of shoppers saying what they want in a grocery store. Of course they only showed the ones they wanted to show. They showed the ones where the people said they want every employee to say hello to them and offer assistance. Naturally they're not going to show the ones where the people said they prefer to be left alone when they shop.
They also talke about an employee bonus program which is based on your fresh scores and your friendly scores. If the total of your fresh and friendly scores is higher at the end of the quarter than it was in the beginning, everyone in the whole store will get a bonus check. The amount you get is based on the percentage increase X the number of hours you worked in that quarter. It's a little complicated but the bonus can be as high as $1.00 x (the number of hours you worked that entire quarter). A quarter is 13 weeks.
The bad thing about the program is since is based on how well you increase your scores, each quarter gets more and more difficult. In the first quarter you might start out with a score of 110 and end with a score of 125. The next quarter you're starting out at 125 and you have to increase that in order to get another bonus check. Eventually you're going to reach a point where you're not going to be able to increase your score and be eligible for a bonus. The thing to do is do well one quarter and raise your scores up and then not do so well the next quarter so your scores come down. That way the following quarter you can bring the score back up again and get another large bonus. Then you just repeat the cycle.
They're also relaxing the return policy and the coupon policy. They're taking returns without a receipt even if the item obviously came from another store. They're also taking coupons even if they're expired. Kroger is so desperate to hang on to a customer they're willing to lose money on it. They're also gving employees stickers that will allow us to change the price of an item. If a particulaer item is out of stock, we can substitute a similar item that's priced higher and let them have it for the lower price. You don't need management's approval either. I can see where that's going. They also mentioned some hogwash where it takes 12 good shopping experiences to make up for just one bad. I don't believe it. I'd like to know what kind of math they used to come up with that figure. If I have one bad experience at a place I normally shop it's not going to affect my opinion of the place. Now if I have two bad experiences in a row or if it's my first time shopping at a place and I have a bad experience, then I probably won't shop there again.
Kroger is so desperate to hang on to a customer they're willing to lose money on it
Well, why not? Their turnover rate is so high, especially on Front End, because they can't keep their employees happy. So they pay for a drug test, pay for a background check, eat the cost of a uniform shirt and the labor hours for training (if you get any actual 'training' at all...).
Then a couple of months later that person has quit - well, if they're Front End at least - because the labor-intensive demands are far too..."demanding". Or maybe the person realizes the pay scale sucks. Or there is little chance for a raise or promotion or in-store movement to another department. Possibly they realized the union won't hold up to their boasts. Maybe they just realize that a job in Kroger can make you hate human beings so much you wish for Terminators and Skynet to become real.
It's going to be something. And it does not take long. Courtesy clerks rotate out the door so fast you can see wear on the carpets. Cashiers are so pressured to get high ELMS scores that they let their work ethics slide.
Other departments suffer with their own internal difficulties or as a result of Front End's completely insane way of doing things that affects them.
So, Kroger willing to lose money to keep customers?
Sure. Why not. They already do it to try to keep employees.
The thing that got me was the person who forgot their wallet and got the item for free. The price on candy bars, single sodas and other junk is going to go thru the roof. Kroger thinks their minimum wage cashier isn't going to abuse that? They dreaming. Heck they aren't going to sell much beer either.
A bonus based on PERFORMANCE?! What kind of sick game are they playing at? The union will make sure everyone gets a fair share of zero dollars before this is over. By the way, as the first reply asked, is this a grocery store or Disney World? I mean really every trip I've taken has been forgettable at best. People with kids seem to be a good target, because parents LOVE when people interact with their kids.
Kroger is so desperate to hang on to a customer they're willing to lose money on it
Well, why not? Their turnover rate is so high, especially on Front End, because they can't keep their employees happy. So they pay for a drug test, pay for a background check, eat the cost of a uniform shirt and the labor hours for training (if you get any actual 'training' at all...).
Then a couple of months later that person has quit - well, if they're Front End at least - because the labor-intensive demands are far too..."demanding".
A couple months?
Hell, we had a girl in the bakery come in and work for four hours before quitting. All that money into doing the background check, drug test, whatever, for her to do the CBTs, bake cookies for a couple hours, then call the next day saying she quit. Supposedly she had "babysitter" issues.
Make it right is a good initiative, but it's going to be ripe for abuse. I'll say that again..... "Make it right" is a good effort to satisfy customers and make an attempt at making them happy... but when a cashier figures out that they can ring things up for free without even an override - things are probably going to get out of hand.
also, what happens when a customer gets hold of a roll of the stickers? The cashier isn't going to know any better.
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Would you like fries with th... I mean, your milk in a bag?
About them showing a few select "customers" on the training video when asking what they want from employees in a store, I'm wiling to bet, those "customers" are corporate employees posing as customers to make sure the program is followed. Don't quote me on that though.
Kroger is so desperate to hang on to a customer they're willing to lose money on it
Well, why not? Their turnover rate is so high, especially on Front End, because they can't keep their employees happy. So they pay for a drug test, pay for a background check, eat the cost of a uniform shirt and the labor hours for training (if you get any actual 'training' at all...).
Then a couple of months later that person has quit - well, if they're Front End at least - because the labor-intensive demands are far too..."demanding". Or maybe the person realizes the pay scale sucks. Or there is little chance for a raise or promotion or in-store movement to another department. Possibly they realized the union won't hold up to their boasts. Maybe they just realize that a job in Kroger can make you hate human beings so much you wish for Terminators and Skynet to become real.
It's going to be something. And it does not take long. Courtesy clerks rotate out the door so fast you can see wear on the carpets. Cashiers are so pressured to get high ELMS scores that they let their work ethics slide.
Other departments suffer with their own internal difficulties or as a result of Front End's completely insane way of doing things that affects them.
So, Kroger willing to lose money to keep customers?
Sure. Why not. They already do it to try to keep employees.
Um, no disrespect but front end is the physically easiest department to work in. Even deli is harder because they have big ass boxes of food to carry around.
Make it right is a good initiative, but it's going to be ripe for abuse. I'll say that again..... "Make it right" is a good effort to satisfy customers and make an attempt at making them happy... but when a cashier figures out that they can ring things up for free without even an override - things are probably going to get out of hand.
also, what happens when a customer gets hold of a roll of the stickers? The cashier isn't going to know any better.
I think it's flawed. Customers can bring milk from a competitor - say Walmart's brand or Albertsons' brand - and either get free Kroger milk or a refund on something that wasn't even bought at a Kroger store. Customers can pick up products, hunt down employees, ask them, have you tried this, and the employee is "empowered" to take out a sticker and give it to the customer for FREE as a sample. That same customer could then turn around and later on, take it to Customer Care and get refund without a receipt thanks to receipts no longer being required if the product value is under $25.00.
It's bad business practice, plain and simple. A person doesn't need a business degree to see that. All because Kroger is DESPERATE to boost the OSAT score. Corporate will do ANYTHING... try ANYTHING... except pay employees better to boost moral and better staff the stores to make everything look clean, fresh and full.
This is why our wages suck. This is why our benefits suck and with every new contact negotiation, things get worse. Kroger wastes so much money on initiatives and programs that go NOWHERE or get abused to the point it hurts the bottom line that they end up using that as justification at the end of the day for why employees don't get better raises/benefits, since the profit margins are so thin. Stop wasting so much damn money and maybe the profit margins wouldn't be razor thin.
Make it right is a good initiative, but it's going to be ripe for abuse. I'll say that again..... "Make it right" is a good effort to satisfy customers and make an attempt at making them happy... but when a cashier figures out that they can ring things up for free without even an override - things are probably going to get out of hand.
also, what happens when a customer gets hold of a roll of the stickers? The cashier isn't going to know any better.
I think it's flawed. Customers can bring milk from a competitor - say Walmart's brand or Albertsons' brand - and either get free Kroger milk or a refund on something that wasn't even bought at a Kroger store. Customers can pick up products, hunt down employees, ask them, have you tried this, and the employee is "empowered" to take out a sticker and give it to the customer for FREE as a sample. That same customer could then turn around and later on, take it to Customer Care and get refund without a receipt thanks to receipts no longer being required if the product value is under $25.00.
It's bad business practice, plain and simple. A person doesn't need a business degree to see that. All because Kroger is DESPERATE to boost the OSAT score. Corporate will do ANYTHING... try ANYTHING... except pay employees better to boost moral and better staff the stores to make everything look clean, fresh and full.
This is why our wages suck. This is why our benefits suck and with every new contact negotiation, things get worse. Kroger wastes so much money on initiatives and programs that go NOWHERE or get abused to the point it hurts the bottom line that they end up using that as justification at the end of the day for why employees don't get better raises/benefits, since the profit margins are so thin. Stop wasting so much damn money and maybe the profit margins wouldn't be razor thin.
Bottom line - the customers will pay for this when Kroger raises their prices to cover the losses.
I agree that those customers probably are corporate employees. real customers do not care about all this crap that corporate is trying to shove down our throats.
About them showing a few select "customers" on the training video when asking what they want from employees in a store, I'm wiling to bet, those "customers" are corporate employees posing as customers to make sure the program is followed. Don't quote me on that though.
...Or they're paid actors reading from a script corporate wrote. Executives hate being on camera at all.
Our OSAT is down to 63% and the comments at our locker area read like someone stuck on a deserted island writing a note for help.
Lately they've been noticing that our evening commentors are more disappointed than our day shoppers.
Gee, couldn't be because of lack of staff, could it? Nah. That never happens at Kroger...
Kroger is so desperate to hang on to a customer they're willing to lose money on it
Well, why not? Their turnover rate is so high, especially on Front End, because they can't keep their employees happy. So they pay for a drug test, pay for a background check, eat the cost of a uniform shirt and the labor hours for training (if you get any actual 'training' at all...).
Then a couple of months later that person has quit - well, if they're Front End at least - because the labor-intensive demands are far too..."demanding". Or maybe the person realizes the pay scale sucks. Or there is little chance for a raise or promotion or in-store movement to another department. Possibly they realized the union won't hold up to their boasts. Maybe they just realize that a job in Kroger can make you hate human beings so much you wish for Terminators and Skynet to become real.
It's going to be something. And it does not take long. Courtesy clerks rotate out the door so fast you can see wear on the carpets. Cashiers are so pressured to get high ELMS scores that they let their work ethics slide.
Other departments suffer with their own internal difficulties or as a result of Front End's completely insane way of doing things that affects them.
So, Kroger willing to lose money to keep customers?
Sure. Why not. They already do it to try to keep employees.
Um, no disrespect but front end is the physically easiest department to work in. Even deli is harder because they have big ass boxes of food to carry around.
I respect your comments but try moving more than 2,000 pounds of shopping carts in a single hour. Then come back and talk to me again.
Kroger is so desperate to hang on to a customer they're willing to lose money on it
Well, why not? Their turnover rate is so high, especially on Front End, because they can't keep their employees happy. So they pay for a drug test, pay for a background check, eat the cost of a uniform shirt and the labor hours for training (if you get any actual 'training' at all...).
Then a couple of months later that person has quit - well, if they're Front End at least - because the labor-intensive demands are far too..."demanding". Or maybe the person realizes the pay scale sucks. Or there is little chance for a raise or promotion or in-store movement to another department. Possibly they realized the union won't hold up to their boasts. Maybe they just realize that a job in Kroger can make you hate human beings so much you wish for Terminators and Skynet to become real.
It's going to be something. And it does not take long. Courtesy clerks rotate out the door so fast you can see wear on the carpets. Cashiers are so pressured to get high ELMS scores that they let their work ethics slide.
Other departments suffer with their own internal difficulties or as a result of Front End's completely insane way of doing things that affects them.
So, Kroger willing to lose money to keep customers?
Sure. Why not. They already do it to try to keep employees.
Um, no disrespect but front end is the physically easiest department to work in. Even deli is harder because they have big ass boxes of food to carry around.
I respect your comments but try moving more than 2,000 pounds of shopping carts in a single hour. Then come back and talk to me again.
I have. Every day. Night crew leaves them in the fulcking backroom all day. Try pulling a pallet of water or baking goods across the store on a manual jack.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
Try lifting boxes of chickens no less than 45 pounds, closer to 50 pounds. If I am on rotating duty, I'm pretty much useless for the rest of the day since I have a bad back and 300+ pound boxes tend to aggravate it. And no, can't just pawn the job off to a male associate if they're all in school that day...
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
Slave, you're going to be pushing some heavy stuff at Home Depot.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
FES- That isn't a lot of lifting, tbh.
Deli and Meat, along with other departments, have to life 70lb boxes from the FLOOR to a shelf, or on top of a giant stack of product.
Then we have to pull a uboat or l-cart that is loaded with 700lbs of product around.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
Slave, you're going to be pushing some heavy stuff at Home Depot.
*nod*
I'm aware of that, but nothing I have gone through with Kroger could be any worse than...well, what I have gone through with Kroger. Any difficulties or aggravations, I'll just come here and whine :P
I'm actually going to be coming in to Kroger work an hour late on Saturday to be able to attend the orientation at Home depot across the street that morning. But I'm already letting them know about that today.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
Why in the world would you ever need to squat or kneel or lift when doing carts?
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
Why in the world would you ever need to squat or kneel or lift when doing carts?
You sure you work at Kroger? You sound like you've never seen what our customers can do to a corral. It's like some Jackson Pollack sh!t or Andy Warhol on LSD. They can turn an innocent cart corral into something that looks like it just got shipped via FedEx from a recycling plant.
2000 pounds in an hour works out to about half a pound of pushing per second. There's basically no lifting, squatting, kneeling, pulling to speak of. Not what I'd call super physical. The only thing that might make it suck is that it's kind of humiliating, and the weather might make it unpleasant.
We have to pull the carts out, turn them 180 degrees, push them forward regardless of incline or distance, reach the area, turn them another 180 degrees then push them inside. There is plenty of lifting, squatting, kneeling or pulling.
Why in the world would you ever need to squat or kneel or lift when doing carts?
Checking to see if a chicken is dead or alive could require kneeling or squatting.
"Make it Right" is just designed to keep customers from leaving pissed off over something petty. The limit is $20, and the sticker use is logged to prevent abuse. I don't see anything wrong with it. If you are out of Kraft cheese during a special and offer the Kroger brand for the same price, the customer *might* be happy enough over that $2.50 to keep spending hundreds. It is actually one of Kroger's better initiatives when done properly.
About the refund policy - customers aren't really supposed to "know" about those stickers, and contrary to popular belief, very few Kroger shoppers are crooks. And even if they were, most people won't take the time to drive to Kroger with a gallon of Great Value milk hoping for a con. The limit is $20 and the use is logged, keeping the losses of the program very small.
"Make it Right" is just designed to keep customers from leaving pissed off over something petty. The limit is $20, and the sticker use is logged to prevent abuse. I don't see anything wrong with it. If you are out of Kraft cheese during a special and offer the Kroger brand for the same price, the customer *might* be happy enough over that $2.50 to keep spending hundreds. It is actually one of Kroger's better initiatives when done properly.
About the refund policy - customers aren't really supposed to "know" about those stickers, and contrary to popular belief, very few Kroger shoppers are crooks. And even if they were, most people won't take the time to drive to Kroger with a gallon of Great Value milk hoping for a con. The limit is $20 and the use is logged, keeping the losses of the program very small.
We haven't got any stickers here. Substutions are no big deal. But instead of going to the back and getting the product, clerks will just say, take this one instead. Its easier. Less than 20 dollars still adds up. Word will get out on the street. Why go in the back and get something? As far as customers go, plenty will learn and work the system.
