Is Customer Service taking a back-seat at the Super Stop & Shop chain of supermarkets?

Michael W. did some consumer work, and discovered an extremely troubling trend that threatens to impact our experiences wherever the service industry comes in contact with the consumer.

The Reply

Dear Mr. Michael W.

I'm very sorry to hear you had an unpleasant shopping experience on the evening of 8/16/00.

I discussed the incident with the store manager on duty but she was not aware there was a problem that evening. If in the future if you ever experience a problem there is always a manager in charge and we are ever so happy to resolve any issue to your satisfaction right away.

During the late evening hours there are closing procedures that must be followed but never are they to interfere with us giving customer service.

There were five front end personnel in addition to the people at the cash office that evening. The cash office person did not recall any service problems. The three cashiers on duty that evening have left our employment, the service clerk did not recall a problem and the front end supervisor is on her honeymoon and I cannot contact her for two more weeks.

I do regret your having to bag your own groceries as it is our goal to have every large order bagged by our staff and not have our customers do there own bagging.

I have fully covered this incident with all my evening personnel and I have reinforced our commitment to customer service.

I am mailing you a gift certificate to cover the lost coupons with the hope you'll try us again.

I too remember the old days as I have been in the supermarket business for forty years as my first job was bagging groceries at 16 years of age for Almacs Supermarkets in Rhode Island.

Thank You and please contact me if you are in the store again,

John Doe Store Manager

After reading and re-reading this, I am sure that any consumer can relate
to this manager's plight, in any place that you shop or do business. It
sure makes me wonder, with all this supposed progress, if we REALLY are
better off here in the 21st century.

I would encourage consumers that, at the same time you stand up for your
consumer rights, remember that the person behind the counter is human too,
and also a consumer. Just as they have no right to be rude to you, you
also have no right to treat them like dirt.

I would also be remiss if I didn't say that, within two weeks of my
original letter, I personally witnessed a TREMENDOUS improvement in
customer service from the store's staff. My groceries are ALWAYS bagged
for me, by the cashier for a small order and by both the cashier and a
floating bagger for larger orders. And signs are posted all around the
store, noting that customer service is a top priority and thanking
customers for their patronage. This was almost a year ago that this letter
was first written ... I continue to shop at this particular location, and
this increased focus on customer service has continued for all this time."

The Manager's Situation

Mike, Thank You for your reply.

I believe what your seeing is the same thing that as operators we are seeing.

We cannot hire people for service level positions, even if we are starting at $8.00 hr. part time and much more for full time including Union Benefits.

The labor market is shrinking in CT. as there more people retiring or leaving the job market
each month in greater numbers than those entering it.

We are forced to hire people with no social skills and train them to say hello and thank you,
as they never received this training at home or in school. It's sad but true. I can tell you that
I have never worked so hard or as many long hours as we have to today because of the
training necessary for our associates to make the grade. We are commited to good service and I can assure you that Stop and Stop corporate policy has not changed in any way. The
available pool of workers is shrinking and we have to work harder to satisfy our customers.

Last October I was in a Publix market in Fl. who always had carry out service but had discontinued it because of lack of applicants. We are all feeling the tight labor market.

This trend will not change with the great economy and the unwillingness of our government to allow a big increase in immigrants. There are simply too many jobs and too few people to fill them.

Out company is experimenting with self checkouts so those customers who want may scan and pay for their groceries themselves without the help of a cashier or bagger.

I'm sorry to have gone on for so long but it is very frustrating as a manager to see opportunities and not be able to grow your business.

Thank You for your patience and understanding.
Jon Doe