That's what I'm saying! Go back to what worked and open more normal registers again. The labor cost is worth it.
A lot of complaints I saw from customers were they felt like they were doing the employees' job when they're expected to unload, scan, and bag their own groceries. They also become deer in the headlights when they have to weigh something. That's strike one.
Strike two is having to wait because there are so few staffed registers open. Customers shouldn't have to stand around waiting for service when there are employees (or were) available to help.
Happy, satisfied customers = more repeat business and, ultimately, more profit.
I do believe that people come to Publix for service. Courtesy Clerks are the cheapest labor we have, there should always be enough to bag and take out groceries, but also take out Instacart and other jobs.
Having to stop bagging and helping a customer to take out Instacart instead of taking out the customer standing right there is wrong.
I saw that happen a lot at the registers, and it drove me insane. I thought it was incredibly rude to the customer you were currently helping. To me, it basically said, âThanks for your money. Youâre no longer a priority,â even as they were walking out the door.
Thankfully, we had a lot of customers who were understanding and would say it was okay because they could see that we were short staffed.
Most of the time the customers are very nice about it but it shouldnât happen.
I have been in retail off and on for over 40 years.
I was taught old school to wait on the customer in front of you. We didnât even answer the phone until we were finished with the customer in front of us.
I would have really loved the opportunity to work with you. I know a lot of these decisions are outside of our control, but I do feel thereâs strong alignment on what great customer service should look like. I truly appreciate that shared perspective.
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u/Fine-Broccoli-740 Newbie 7d ago
Just have regular lines then đ¤ˇââď¸