Skip to main content

I almost fell in love with Kroger

I heard on the radio that Kroger was having a sale on grapes so I decided to go there to take advantage of the sale.

When I walked into the entryway, much to my surprise, there were carolers singing Christmas songs and employees passing out goodie bags along with the Kroger specials of the day. So far, so good.

Then as I walked into the produce section, I found my grapes--and plenty of them---red, black and green---on sale as advertised. And what's even better is I got to pick and choose which ones I wanted and put them all in the same bag. Shortly afterwards, I asked a produce employee where the chard was and instead of pointing me in the direction, he actually guided me to the location and explained the different varieties. Now, I'm impressed!

But then a not-so-funny thing happened at the deli. This particular employee (and fellow boomer) seemed less than enthusiastic about assisting me. No smile and he mumbled his words. STRIKE ONE.

As I moseyed on to the wine section, a smiling face (a millennial) greeted me and asked if I wanted to sample a particular wine they had on sale. It wasn't quite noon yet but I thought, "What the heck!" He said he was giving me a double portion. I wondered if I had "wino" tatooed on my forehead. Nevertheless, I tasted it and was SOLD.

The wine had me feeling pretty good when I went to the checkout line. That was until I had a not so pleasant encounter with the cashier, whose name was Sharon. I greeted her first. She didn't speak back. She didn't even smile once. Perhaps she smelled the wine on my breath and thought I was just some drunk housewife hitting the bottle a little too early for her. Or maybe she was upset because she couldn't have any while on the clock. WHATEVER! STRIKE TWO. And what's even worse is she bagged my seafood with my fruit---which even I know is a no-no. STRIKE THREE.

At that point I felt the need to speak to a manager so I went to the customer service desk. Another (boomer) employee asked if she could help me in a tone that made me feel less than welcome. Once again--no smile. Then she asked me why I wanted to see a manager. I told her I had a complaint. I was sure she would soften up a bit and do her best to turn my negative perception around but she did nothing but stand there stone-faced until the manager, Mr. Hinckley, came to hear me out. He offered me a gift card for my feedback. I declined it because I wanted him to understand my complaint couldn't be bought off with a gift card. I wanted him to understand that good customer service is still the key to good business and that's why Harris Teeter remains the cream of the crop.

The bottom line is good customer service is the lifeblood of any business. You can offer promotions and reduce prices to bring in as many customers as you want, but it's also about the "experience" a customer has while in your business.

Great customer service is all about bringing customers back and about sending them away happy - happy enough to pass on positive feedback about your business along to others, who may then visit your store and, in turn, become repeat customers.

I almost fell in love with Kroger today but they just can't compete with my Harris Teeter---at least not yet anyway

Comments

Popular posts from this blog

This Survey Stinks for Baby Boomers

The majority of baby boomers do not wash their underwear enough!  That's what an online survey by Mulberry Cleaners revealed recently.  The results were published in Reader's Digest.

I have to admit I was very surprised to read the results, which indicated 16 percent of middle-aged folks reported NEVER washing their underwear.  Now, 16 percent may not sound like a large number but that's still 16 percent too many, in comparison to 85 percent of millennials who said they toss their undergarments in the laundry after one or two wears.  Only 10.3 percent of millennial women said they never washed theirs, which might make sense if these young women had parents who were enablers and never taught them to do much of anything, especially how to wash clothes.

When it comes to washing bed sheets, 43 percent of women said they wash them every week, compared to seven percent of men who said they had washed their sheets only once in six months.  But even worse than that is the fact th…

Survey says Christmas is about the Experience not the Gifts

If there's a survey out somewhere, you can believe I'll find it and share it----like this one on what Americans say they want for Christmas.

E-X-P-E-R-I-E-N-C-E!  Yes, according to a report released by IfOnly, an overwhelming 81 percent of respondents said they preferred an "experience" over any other type of gift.  

Okay, so the next question is, what kind of experience?  

39 percent said go on a helicopter tour
32 percent said go on a private tour of a museum
27 percent said pet a panda at the zoo

But get this:  36 percent of those who took the survey said they would rather spend the holiday with a wild animal than with their in-laws.

75 percent of Millennials said they would do anything in exchange for an incredible experience while nearly half of those surveyed said they would give up an hour of sleep for the entire holiday season to have an incredible experience instead of receiving a gift certificate.

And for those of you who have been complaining about lack of intimac…

There's a Survey for Thanksgiving

Another survey has come out and this one is just in time for Thanksgiving.  Delta Dental has come out with its Third Annual Thanksgiving pie survey.

The number one pie enjoyed by families across America is pumpkin once again.  Thirty-six percent of those surveyed favored it over pecan pie, which came in a distant second at 17 percent. 

In other survey results,pumpkin pie is enjoyed most in the West and least in the South.  That's not a surprising statistic because Southerners love their sweet potato pies loaded with lots and lots of sugar.  A dentist's dream.

Apple pie came in third with 14 percent, followed by sweet potato at 10 percent, chocolate 9 percent, lemon meringue 4 percent, blueberry and cherry tied at 3 percent and strawberry at 2 percent.

Of course, while this survey may or may not be relevant, Delta Dental's message is that whatever pie you eat this holiday season that you "remember to take the time to brush and floss away the sugary remnants."

Goo…