Fall 2014

“A Tale of Two Grocery Stores”
…A Study in Customer Service

I often work late, and take advantage of picking up a meal at the grocery store on my way back home.  Recently, it gave me the opportunity to see how two high end grocery stores handle customer service.

I walked into the first store.  I was tired, my feet hurt from running all day, and just needed to get home to get a meal on the table for my family. 

I quickly headed to the HOT food bar.  Most of the items were gone (even though it was 5:45 p.m.), there was one container left to pack the food, and it was on the floor.  When I asked a store employee about the lack of containers he responded “oh…I guess were out,” and walked away.

I grabbed something else and quickly loaded my items onto the conveyer belt to run through checkout.  After I had unloaded most of my items the checkout person said – “I am done for the day – you need to bring your items over to the next lane.”  Needless to say, when it was time to go shopping again, this store was not on my list.

Now for the second grocery store experience.    I walked in and found a number of HOT food items, pleasantly displayed, along with a list of specials that I could take advantage of.  As I pondered my options, a store employee asked if I need help with anything.  “No, I said…I’m just thinking. “

“ Let me know if you change your mind – my name is Josh and I am happy to help,” he responded.

I made my way to the checkout.  The clerk at the register asked if I came into the store regularly.  I said I did.  She told me there was a wine tasting the following week (she noticed I was purchasing Brie Cheese) and that some of the selection would pair beautifully with Brie.

As she continued scanning my items, she grabbed coupons for some of the things I was purchasing…to make sure I got the best deal.

After she collected my payment, she said “have a great night Susan,” she had made a point to look for my name on the check I gave her.

Some great customer service reminders with each of these shopping experiences:

·        You never get a second chance to make a first impression

·        Make customers feel important and appreciated. Treat them as individuals

·        Always use their name and find a way to compliment them, promoting good feelings and trust.