The Right Person for the Job?

“I need assistance in Aisle 5, please.”

My wife and I were at a Super Target this weekend buying groceries. We usually use the self check-out lane. As we were walking up to the self check-out lane, we saw that one of the cashiers was open and beckoned us to his aisle.

“Bob” was pleasant and greeted us. When we put all of our groceries, we noticed that he got a little squeamish. He started scanning and when he got to the deli meats, he got to the PA system and asked for assistance. I did not know what to make of it and assumed that the deli meats did not have the bar code for him to scan.

“Bob” stopped scanning and repeated his request for assistance again. The cashier in the next aisle (who was serving another customer) chose to come to our aisle to ask “Bob” what he needed. “Bob” told her that he needed help scanning and bagging the honey ham. She decided to scan and bag the honey ham, looked at us and said “this is beyond ridiculous” and went back to her aisle. In the meantime, the Manager also came to our aisle to find out what was going on.

• Did Target know when they hired “Bob” that he wouldn’t touch, scan or bag pork products?
• The “cost” to Target to keep “Bob” as an employee:

o  As customers, my wife and I weren’t too pleased with the delay

o  The customer in the adjacent aisle wasn’t too pleased to be kept waiting while her cashier was helping customers in another aisle

o  The other cashier wasn’t too pleased to come and help “Bob”

o  There were two cashiers and one Manager to help us scan and bag our deli ham…not the most efficient way to run a business

• Is “Bob” doing a disservice to his community as Target or other companies might be hesitant to hire somebody that is not very efficient in getting the job done?

I realize that companies have to balance personal preferences, religious freedoms, providing exceptional customer service to their paying customers, taking care of their employees, and being profitable. Should Target be commended for being accommodating to its employees? Or, should Target be looking out for its paying customers and investors? As an employer and employee, I am wondering what that balance is.