dspeakes Wrote:
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> Well, I had an interesting experience on the other
> side of the fence today.
>
> I started a new part time job in retail. Having
> mystery shopped for awhile, I was probably more
> alert than most to the standards given to us in
> training, which I attended with 18 other newbies
> on Saturday in Phoenix. (Greet all customers
> within 30 seconds, answer phone within 3 rings,
> always ask for their loyalty card before ringing
> them up, always thank them, etc.)
>
> My store does not have a manager at the moment. I
> was "started" by one of the Parts managers who is
> acting manager until the new manager comes up next
> week.
>
> I listened to the phone ring off the hook all day.
> For one call, when I was the only person actually
> in the store at the moment, I went ahead and
> answered it, then handed it off to one of the
> others when they came back inside. But a couple
> of calls actually rang off without being answered,
> and none were answered in three rings, nor did any
> of the four people I was working with seem all
> that concerned about it.
>
> When showing me how to use the register the only
> time they asked for the customer's phone number
> (which tied to the loyalty card) was when selling
> a warrantied item.
>
> Nobody was calling, "Welcome to ....." as
> customers came in. Most were largely ignored (if
> I didn't waylay them to see if I could help them)
> until they actually approached the counter.
>
> And I heard more than once, "We're supposed to do
> this ... (safety thing)... but we don't bother
> with that."
>
> If we were being mystery shopped... the store
> would have flunked completely.
>
> So now I have a dilemma. Do I do things "right,"
> and thus make everyone else look bad (and me look
> like a goody two-shoes) and therefore hate me, or
> do I do things like the rest of them?
>
> I'm an overachiever. I expect I will be hated
> before long.
>
> Frankly... if we were mystery shopped (and we are
> not) it would make it a whole lot easier to do the
> right thing.
>
> Interesting being on the other side of where a
> fence should be, but isn't.
>
> I think I may have a conversation with the DM who
> hired me, and suggest maybe a mystery shop program
> would be enlightening. (I told him when he
> interviewed me that I have been mystery shopping.)
Just be YOU. The shining star that shines
...Do what they won't bother to do.... make your customers "happy" .....because it's the right thing to do...Not because you are a mystery shopper or because you are new...but just because it's the right thing to do!