What's Up at Raleys?
06/04/03
(The last column about books sparked a lot of interest. I was deluged with emails, calls, and even a neighborhood drive-by shouting: "I read your column! "Cosmos," by Carl Sagan!", and he sped away. Thanks to all of you for participating. Give me some time to synthesize this data and figure out how to present it. Still not to late to send in your entries. The grand prize is a trip to the Fiji Islands. Ok, I made that last part up.)
Now, on to our neighborhood grocery store.
When I moved here in 2000, Florida was the home of hanging chads, California had taken a left turn, driving full speed toward the financial precipice--and every Raley's employee on EDH Blvd. was friendly. Not just friendly, but helpful. Caring. A real pleasure to rely on when my wife sends me back to find evaporated milk or aluminum foil (two items I can never find twice.)
I recall with fondness those good ‘ole days. It did not matter what time I shopped, or what part of the store I became disoriented in. Everyone caught my eye, smiled, asked if they could help, and then did. A few learned my first name and used it the next time I patronized the store. That REALLY impressed me. The customer was King inside that place. And so I remained a loyal customer.
They are on the verge of losing me.
Since the mammoth remodeling, I feel like I have been demoted from King to humble prince--no lower that, squire or stable boy. The substandard service is now often routine, delivered in chilling fashion by more than one employee.
Primarily the culprits are the cashiers. I am not talking about ALL cashiers. Most are as friendly as can be--witty, responsive, warm, and genuine. (Mary, I think her name is, is my favorite.) This morning Pat waited on me and was spectacular. When I forgot the evaporated milk, Keith checked me through with a joke, and Sarah packed up with kind words. Bill the butcher helped me with an easy smile. Mark the wine steward is always outstanding. Each of these people deserve a raise.
Sadly, this treatment is atypical. More often than not, I pass a register and the cashier won't bother to make eye contact. One in particular chews her gum, looks at her finger nails, and acts like she wishes she were elsewhere. Maybe she should be.
Here is a recent encounter: She scanned my groceries without looking at me, and said nothing.
"$35.16."
Still no eye contact. She looked at the ceiling, scratched her dyed hair, popped her gum, but made no eye contact or small talk whatsoever.
I pulled my hard earned green out of my pocket. It took a few moments to produce the correct bills. She sighed. Out loud.
"There," I said, handing her the money. "Sorry about that." Silence. A plastic cut-out would have been more friendly. She handed me my change and the receipt. Not a word. By now I was mad as hell.
"You might try saying ‘how are you?' to a customer, or make eye contact, or act like you care about the people who pay your salary," I told her. My kids were embarrassed, but I was going to teach them--and her--a lesson. I turned to my daughter. "Don't you ever treat a customer like this when you begin working. Ever!"
Other than a shocked expression, the cashier looked at me like I was nuts. This is not the first time she has treated me this way. And I have watched her do it to others. If she worked for me, I would fire her.
"You're WELCOME!" I said to her with a forced smile, grabbed my bag, and walked out.
I am not particularly sensitive, but I tend to spend my money where I get treated with at least a modicum of courtesy and respect.
I am NOT a shill for any Raley's competitor. I can count on my hands how many times I have stepped into a different grocery store since moving here. I prefer Raley's. But now I have several other viable choices. I hope someone gets the message.
I liked being King.
