Google+ Consumer Psyche: Supermarket innovations part 1


Monday, September 21, 2009

Supermarket innovations part 1

Every business has its good and bad days. That can't be an excuse for the service provided. But sometimes things just go wrong. There are many customers who are shouting, want specific color of dupatta to go with the dress, insist there was a discount, the card reader doesn't work which forces the cashier to type in each code of the item and so on. When the whole set up goes wrong what do you do?

The best thing you can do is pool in more effort to help things sort out. Cool out the situation and help your team sort out things they have to do and can do. Finish the have to first and then move to the can do.

What should have been done is that you are ready for the emergency. How do you ensure this?
  1. Training to work without technology and in a crisis is a must. This ensures sore experiences are reduced and help the cause. Handle things without the usage of machines once a month when there is a lean. You can do this for an hour on a regular day too
  2. Keep the place less cluttery at the counter as this is the place I am going to stand and wouldn't want to get irritated. Ensure there is proper space for me to move on and relax. Don't herd this queue like a cattle. Leave enough space and ventilation/ac to keep my irritation low
  3. ATM logic can be used to ensure many customers don't expect to be served at a time. This would ensure that the other customer waits till the one before him is served. The best part is he expects to wait
  4. Shouting never helps. Don't shout at your team, eachother or customer. It only rises deteorates the situation. Stay calm and concentrate on getting the things going
  5. Best guy first! Remember the defining moment from Troy? Put your best man to clear the pending queue. Start another queue, shift to a smaller queue and so on
Help the customer to keep his temper down and get out of there. The billing line is what he hates to spend time. So make this a sweet admirable process. It is this cramped billing he would remember than the spacious, gracious stalls you have. Isn't it logical to close with a bang that deserves an applause?