Members Login
Username 
 
Password 
    Remember Me  
Post Info TOPIC: New friendly rules!
Anonymous

Date:
New friendly rules!
Permalink   


Now if you don't say hello how are you and thank for shopping at Kroger.  You will be sent home or suspended after 3 times.   Kroger is an adult work environment right?   Or is this grade school again.   Instead of encouraging people to say hello and trusting associates they do this bull**** to punish us if we don't.   Kroger bends over for customers but throw us under the bus.   Some customers don't want to be bothered and some customers we don't want to say hello to especially the thieves that walk in from the street.   Moreover, wearing a mask for 8 hours a day you need to conserve your air since you will inhale more of your own exhaust talking to every customer.   On top of heavy tasks I found myself light headed and more exhausted being "friendly" to every customer.   So beware... watch out for the "Hello gestapo".   Like most brilliant ideas(hahaha) from corporate this one won't last long either especially at union shop stores.   The grievances will be piling up from associates sent home or suspended for further investigation(shady way to say you are fired).    



__________________


Guru

Status: Offline
Posts: 533
Date:
Permalink   

I  thought there has always been a "seven foot rule" in which associates are supposed to say "Hi" or "Good Morning" or whatever to each customer who gets close enough. Of course I always "play it by ear" and judge whether or not to say something to a customer, such as when they are obviously engrossed in a phone conversation and clearly don't want to talk to anyone at that time.  One size fits all does NOT work in the real world........some customers do NOT want to talk to anyone.   

And this "rule" about greeting and being friendly comes and goes over the years.............  sometimes the management talks about it at huddles, then nothing is said for many months.........it is forgotten. 

So what I'm saying is..........is this a "NEW" rule that is officially "ON PAPER",  as in official emails or memos???  Haven't heard anything lately, other than the Mystery Shops will be coming around, so be on your best behavior and greet everyone.  Nothing about being written up, suspended or fired for not being friendly enough or not greeting a customer.  

Sounds like something that SOME managers at SOME stores will take seriously, and others will be totally nonchalant about.  

Feedback???



__________________
Anonymous

Date:
Permalink   

I haven't even heard of this. I failed a shop last week because I didn't smile. My face= MY  business! If I want to say hello I will. If not-tough. We are a very busy store and we don't have time for extended conversations with customers without holding up the person behind them.



__________________


Guru

Status: Offline
Posts: 1468
Date:
Permalink   

While company has grown sales, the company has lost sight of customer service and at times forgets about the customer experience over having items on the shelf. ELMS is tasked based and doesn't have any "Engagement" time added to allow associate time to engaging while doing their tastes or walk a customer to an item.

This seems like a District Manage or Division VP wanting more engagement, and someone gave an example, so they decided to mandate the example. Customers don't like robots and instead of actually teaching associates what engagement is, they just are telling associates to do this, which customers see exactly what it is. Today, I went to a store and the cashier didn't know me, she didn't say anything while she was scanning, but then told me "Thank you for shopping Kroger" at the end. If they are mandating something, how about they mandate a line a normal person would say, that doesn't seem fake.

__________________
Anonymous

Date:
Permalink   

This sounds similar to what Office Depot was doing about 10 years ago. They had a (failed program called ISCE (In Store Customer Experience) that mandated we had to greet every customer who walked thru the door (didn't matter if we were the only cashier on duty and we had a line a mile long.) We had to answer the phone a certain way and we could not talk "off the cuff" with customers-it was a pre-arranged script. Google "Office Depot ISCE" and you will see all the details.



__________________
Anonymous

Date:
Permalink   

Kroger-Employee wrote:

I  thought there has always been a "seven foot rule" in which associates are supposed to say "Hi" or "Good Morning" or whatever to each customer who gets close enough. Of course I always "play it by ear" and judge whether or not to say something to a customer, such as when they are obviously engrossed in a phone conversation and clearly don't want to talk to anyone at that time.  One size fits all does NOT work in the real world........some customers do NOT want to talk to anyone.   

And this "rule" about greeting and being friendly comes and goes over the years.............  sometimes the management talks about it at huddles, then nothing is said for many months.........it is forgotten. 

So what I'm saying is..........is this a "NEW" rule that is officially "ON PAPER",  as in official emails or memos???  Haven't heard anything lately, other than the Mystery Shops will be coming around, so be on your best behavior and greet everyone.  Nothing about being written up, suspended or fired for not being friendly enough or not greeting a customer.  

Sounds like something that SOME managers at SOME stores will take seriously, and others will be totally nonchalant about.  

Feedback???


 Seven foot rule is the best thing to ever come since 80% of ASSociates smell like poop



__________________
Anonymous

Date:
Permalink   

EUID_Unknown wrote:

While company has grown sales, the company has lost sight of customer service and at times forgets about the customer experience over having items on the shelf. ELMS is tasked based and doesn't have any "Engagement" time added to allow associate time to engaging while doing their tastes or walk a customer to an item.

This seems like a District Manage or Division VP wanting more engagement, and someone gave an example, so they decided to mandate the example. Customers don't like robots and instead of actually teaching associates what engagement is, they just are telling associates to do this, which customers see exactly what it is. Today, I went to a store and the cashier didn't know me, she didn't say anything while she was scanning, but then told me "Thank you for shopping Kroger" at the end. If they are mandating something, how about they mandate a line a normal person would say, that doesn't seem fake.


 Jesus christ you people man. If that your whole purpose to go the store so some random can ask how your day is and really not give a ****? Just go in get your **** and leave honestly if your that lonely get a woman or a pet.



__________________


Guru

Status: Offline
Posts: 3352
Date:
Permalink   

My store manager started talking about this a couple days ago, actually had a huddle in our backroom to show people how we're supposed to thank every customer for coming in. It's a little over the top and definitely scripted and you don't think customers will notice? Genuine conversation would be better you think....

__________________


Guru

Status: Offline
Posts: 2236
Date:
Permalink   

They started talking about this at my job too. When some if us asked the union about it, they said they never even heared of it. So guess whose not doing it? We arent.

__________________

How about NO?!?

 



Guru

Status: Offline
Posts: 1468
Date:
Permalink   

4hourrush wrote:

My store manager started talking about this a couple days ago, actually had a huddle in our backroom to show people how we're supposed to thank every customer for coming in. It's a little over the top and definitely scripted and you don't think customers will notice? Genuine conversation would be better you think....


 Again, it sounds weird for someone to introduce themselves to someone in the store environment, specially for a mundane task.  Customers are smart enough to know when people are scripted and when someone generally wants to help.  Again, overall the company isn't seen as being "friendly" at all the store or at times customer focused anymore.  Friendly and getting outgoing all begins at the interview process, when you at times have Managers or HR people that don't care or just hiring bodies.....you wonder why its really an issue? 

People like people, every interaction is different....and different words should be used depending on who your greetings.  Also, ELMS hours don't have "Engagement" like this built in.  If they want a customer to actually believe the associate is trying to assist, they can't be doing 2 other things when they are introducing themselves by name.    



__________________


Guru

Status: Offline
Posts: 3352
Date:
Permalink   

My HR person is the laziest person on the planet, it is a running gag in the store of how lazy she is. She literally drops new hires off and says here you go and then goes off to eat lunch or whatever it is she does.

__________________
Page 1 of 1  sorted by
 
Quick Reply

Please log in to post quick replies.

Tweet this page Post to Digg Post to Del.icio.us


Create your own FREE Forum
Report Abuse
Powered by ActiveBoard