How Your Trashy Staff Is Killing Your?Business

I’ve been dealing with the problem of wanting food in the middle of the afternoon.

This is the time in between lunch and dinner, when I need calories for fuel. I’ve been looking for creative ways to solve it.

I don’t like going to pick up food, because it costs too much time; there are not enough options within walking distance. I don't like delivery as the food isn't always fresh by the time it arrives.?

One day last week, I decided to try Publix, a regional grocery store.

The good thing about Publix, I theorized, was that they have an online ordering system. So, I could place my order from home, and have it ready by the time I showed up.?

Perfect.

I placed an order to be picked up at 12:50 PM.

I got there at 12:45, only to see a long line of 8 pick-up order slips waiting on the food prep table, all waiting to be prepared. And no one working the prep table.?

This can happen when there’s an overwhelming number of orders, or a staff shortage of employees at work. It happens, I figured. Fine.?

I probably wouldn’t come back to this Publix after seeing this, as it probably wasn't a one-time thing. And the whole point was saving time. But I’d already ordered my food for this time.?

After picking up some items from inside the store, I returned to the order area, where several other customers were also waiting for their orders.

I asked a few guys – business-casual-dressed men who looked like they came here often – if it was normal for them to be so backed-up on orders.

“It’s hit or miss.“

Not good news. Decision to not come back, confirmed.?

I noticed that the woman now at the prep counter was preparing sandwiches out of order.?

Now, let me set the scene.?

This woman was older – maybe my parents’ age – and black. I could tell by her demeanor and my personal experience who she was. I’ve seen this movie before.??

This was the don't-tell-me-shit-attitude woman that, for some reason, over-populate grocery stores in South Florida. I don't know why, but it’s true.?

These women treat customers and other staff as if YOU work for THEM. I’ve run into a few of them at Publix and Whole Foods (Trader Joe’s seems to avoid hiring them), and I’m not the type to accept things and move on. So I’m speaking from experience.?

This woman prepping the orders would see a person standing near the counter and ask their name. Then she would prioritize that person’s order, regardless of where it stood in the chronological order in which it had been received.?

In other words, she was operating like a bartender.?

If a customer didn't come talk to her, your order would be consistently pushed to the back of the line – regardless of the fact that you'd placed an order for a specific pick-up time AND had already paid for it.?

So, I could play along with her game, or have her do things how they're supposed to go. I don't work at Publix, but this was clearly wrong.?

What do you think I did??

Standing there for a few more minutes, the woman noticed me. She asked me what my name was, adding that, had I not said anything to her, that I might be standing there for a long time waiting on my food.

I told her my name, along with asking a question.

“Don’t you make orders in the order in which they’re received?”

She apparently didn’t hear me, and asked me to repeat my question.?

I did. Louder this time.?

She smiled at me – but not a happy smile.?

It was a who-do-you-think-you-are-but-I-can’t-say-that type of smile, then looked down at her prep table, smiled at me again, and went back to tending to another customer.

The other customers waiting saw the same thing I saw, and everyone clearly heard me, but none of them said anything.?

Pussies.?

At this point, I had to make a decision.?

I was 100% correct in calling her out. But, this woman was preparing food that I’m about to eat.

I went to the front desk and asked to speak to a manager. The prepared food department manager arrived fairly quickly.?

I explained the situation. The manager very nicely told me that she would speak to the employee, make my order personally, while getting the main store manager for me to speak to.?

While she was polite, the department manager didn't seem too serious to me. I don't think she was gonna do anything with the prep employee, and nothing would change at this store.?

Fine by me. I won't be back anyway.?

But, I was going to get my way this time.?

I waited 10 more minutes at the front counter. The department manager finally came back with my food. She told me that the store manager was in a meeting so I couldn't talk to him. But she would refund my order.?

As of me writing this, it’s been a week. They haven't refunded me my money. I just started a direct-message conversation with Publix about this. I will get my money back and will let them know about all of this.?

***

I’m a business owner.?

It bothers me to see staff people dealing with customers improperly – especially when the bosses don't know, see or appear to care (in the case of managers). This is how businesses lose customers and money – often silently, as most customers aren't like me and wouldn't dare challenge that woman prepping the orders, nor ask to speak to a manager.?

The biggest tragedy of this is that many business owners don't even know that this stuff is happening.?

They don't see it, customers don't say anything, and staff would never tell them (as they would be essentially telling on themselves). So they're quietly losing business and don't know why.?

This is why, as a business owner, you must be paying attention to everything happening in your business – especially anything involving interfacing with customers.?

It doesn't mean eavesdropping on every conversation or reading every email. But if that’s what it takes, you have the right – and the moral obligation – to do it.?

This is YOUR business. If you go out of business, your staff goes and gets new jobs. Your customers spend money with your competitors. You are left sitting in the rubble.?

It is your job to have SOPs (Standard Operating Procedures) in place that ensure that everything is done properly, and that everyone KNOWS they’re being measured against that standard.?

Fail to do this, and your staff will do things and deal with your customers (who YOU spent money to get) however they want. That, you don't want.?

This is all part of creating and enforcing SYSTEMS in your business.?

In Work On Your Game University, I will personally walk you through installing systems for both yourself and your business – and anyone who may be involved in it.?

Start here: https://www.WorkOnYourGameUniversity.com/apply?