Should I expect less customer/employee engagement when shopping at the bargain store?
A young mom in my hood died the other day and a couple of neighbors have organized a food drive for the husband and son; just one of the reasons I love my hood. I just returned from one of those job lot stores; the places with overruns of who knows what you’ll find in the aisles, but surely get a lot of stuff for your money. Some people think you also might pick up a disease or a creepy crawly pet there too. Fortunately I have avoided those………….to date.
download Synergy: Visions of Vibe Now I’m not telling the whole truth. I love these places; never know what you’re gonna find. Yes, there is a food drive, and yes I was glad to get lots for my money; that just gave me an excuse to go visit.
But two thoughts came to mind as a result of my visit today. So here goes:
- Just because you sell overruns and closeouts at great prices, and hire minimum wage help; should I expect to feel any less engaged as a customer?
Blocked aisles and butt cracks were on the shopping list at Ocean State today. Now I love stores that work feverishly to keep the shelves stocked, but I’m taken aback or “abutt” when you’re blocking the aisle, ignoring me, or showing signs of disdain when I ask for you to move – especially after I’ve stared at your butt crack for way too long. I did tell him (humorously) I was admiring his butt crack. We both laughed. And what’s with this not letting me through even when you are looking right at me. Is there really a need for me, the customer, who pays your salary, to ask for you to get out of the way?
- Should your employees be any less engaged in their work because you hire minimum wage workers? Do they not deserve training; technical and/or customer service? The stock clerk making fun of the elderly woman in the next aisle did not appreciate the stare down my nose at his comment; and I’ve got a big nose. The cashier yelling at the piece of “crap” (not the word he used) scanner more than once during my checkout, while comical, was clearly a cry for some good ole register or customer service training; perhaps even as simple as having a meeting before you open and telling everyone not to curse in front of the customers.
No matter what level you are in the organization – working with the customers or in the Ivory Tower – you are representative of your organization. Customers expect a certain level of courtesy and respect whether you’re the bargain basement or the uptight overpriced status boutique on Rodeo Drive; or West Hartford. Keeping me engaged in your business starts with you keeping your people engaged in your business – or perhaps getting them re-engaged in your business.
What are you doing to keep your employees engaged? Re-engaged? What training and development are you offering them? What are you doing to reward the experience they deliver to a customer? Think these aren’t important questions? Think again. Because remember; there is another bargain outlet or uptight boutique employee down the street.
