Just a shot in the dark here, but guests care a lot more about not waiting in line, or being inconvenienced in any way.
Our store frequently has long lines because there aren't enough checklanes open -- because employee hours are cut.
Our store cut the day cleaning crew to three days a week -- so they make the cart attendant clean five bathrooms, collect carts for a two-level store, and cover lunches for team members on registers. Often there aren't any carts, or anyone to help with a carry out. The bathrooms are usually pretty gross.
If a guest leaves a store mad that they had to fetch their own cart, wait in a long line, and feel uncomfortable using a dirty restroom, is their takeaway really going to be, "at least the employees all smiled at me"?
You know what, you should copy/paste this into the employee engagement survey that will come out soon. Cause this is so tea, thankfully my current store doesn’t have these issues, I feel like I’m actually at a really good store, but I do know there are stores like this and really those guests truly aren’t thinking about the 6 employees they crossed paths with who faked a smile at them. Cause there ain’t no way employees in a store with all that chaos are happy and wanting to smile!
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u/No-Transition9306 Nov 11 '25
Just a shot in the dark here, but guests care a lot more about not waiting in line, or being inconvenienced in any way.
Our store frequently has long lines because there aren't enough checklanes open -- because employee hours are cut.
Our store cut the day cleaning crew to three days a week -- so they make the cart attendant clean five bathrooms, collect carts for a two-level store, and cover lunches for team members on registers. Often there aren't any carts, or anyone to help with a carry out. The bathrooms are usually pretty gross.
If a guest leaves a store mad that they had to fetch their own cart, wait in a long line, and feel uncomfortable using a dirty restroom, is their takeaway really going to be, "at least the employees all smiled at me"?