This isn’t the post I’d planned for this morning. That one would come later. This is a rant. I spent too many years working jobs where I had to deal with the public on a regular basis. I understood when I did that I represented not only myself but my employer. So, no matter how bad my day might have been, I did my best to show a good face to the customers. That’ why my experience with one of the local grocery stores this morning hits my hot buttons. Not only was the clerk less than helpful — we won’t even discuss cordial, etc. — but the store manage had completely fallen down on the job and no one working seemed to care one bit.
A little background. I made a quick run to the store to pick up coffee — cooooffffeeeee — and get some cash. It was approaching 0730 when I arrived. The first indication I should have had that this was not a smart move was when the doors that should have been unlocked half an hour earlier hadn’t been. Okay. No sweat. I could walk the short distance to the other set of doors.
It didn’t take long to find coffee that didn’t completely suck (yes, yes, I’m a coffee snob. There’s a reason I order Death Wish coffee each month). So I made my way to the only shopping lane that had an actual human to check out customers. That should have been my second clue. This store, which is located within a mile of several schools and has heavy early morning traffic because of it, was understaffed.
On a side note, it was also under-stocked. But that is nothing new. And then they wonder why people aren’t shopping there as much as they used to.
Anyway . . .
I finally get to the checker, hand over my coffee, my discount card as a “valued customer” and slide my credit card. Simple enough. Then, because I needed some cash, I hit the cash back option. And I wait. And wait. And wait.
Then the oh-so-bored cashier informs me she doesn’t have any cash.
You’re running a till and you don’t have cash?
Well, not exactly but she only has a few dollars in the till. She might be able to give me my change but it would all be in ones and fives. Did she offer to give it to me? Hell no. Instead, when I continued to stare at her, dumbfounded and kicking myself for not going to the other store in the area that’s only slightly further from home, she finally calls to see if anyone has any cash.
Now, there were four self checkout lanes open as well. I was told after being insulted by the way she referred to me on the phone with her co-worker that I needed to go to one of those lanes and I would be shown the one that had cash. I asked if she had canceled the transaction and she actually did an eye roll at me and did everything but go “Duh!”. (And yes, I did check my account before leaving the store to make sure it had been canceled.)
So, muttering imprecations, I crossed to the far end of the store where the self-checkout lanes are located. Then I asked the checker stationed there to “help” which register I should use so I could get cash back. Mind you, this is the same person the original checker spoke to. I think you can imagine my reaction when I was told I’d just have to pick one and see because she didn’t know.
Yes, I made a comment about being unprepared for the business day and having less than stellar customer service. Worse, I needed a specific amount of money for something today and couldn’t request that amount because the self checkout lanes let you choose in increments of $20. So, I left with $10 more than I needed and also had the need to break a $20 so I had the exact amount for the yard guy. Which meant stopping somewhere else to get change.
Needless to say, I’m not a happy camper. The only reason I’d been going to this store the last month or two has been for its butcher block. But they aren’t keeping it stocked and its prices are far above any other store now. After today, I doubt I’ll be back in. What store opens without having cash in the cash drawers? What store opens without having its shelves stocked? Here’s a hint for grocery stores everywhere. You customers don’t want to have to trip over stockers during the middle of the day — and yes, this has happened more than once in this store — in order to pick up a loaf of bread or cat food or whatever.
Now I’m home and have a fresh cup of coffee and ready to settle down for work. As for the neighborhood store, it lost a customer this morning. I can forgive a bad customer service once. Sometimes even twice. But when it becomes clear this is a trend the store management isn’t putting an end to, it is time to say “bye” and move on. Fortunately, there are two other major grocery stores within 2 miles of my house and two smaller stores within 4 miles. Giving this one up will not be any sort of hardship, something the managers would do good to remember.