The average person in the US now has less to spend on the basics such as food, accommodation and health care than they did in 2007. The triple whammy of poor consumer sales, a weak housing market, and high unemployment, along with excessive debt are dragging down the recovery, even in Upper Dublin. Four dollar plus per gallon gas prices aren't helping matters very much either. In a world where people have become extremely value conscious, one of the only ways to compete, outside of price, is with excellent customer service. So how are they doing?
The list below contains statements from each market. See if you can identify each market’s special brand of customer service by matching each market’s customer service facts (right column) with their public statements (left column). Submit your entries below with any comments before midnight on Wednesday, May 18. The first person to correctly match the stores with their customer service facts wins a $10 gift card to Starbucks. I will announce the winner Friday, May 20, 2011. Good luck!
Official Public Statements on Customer Service Philosophy
1. Acme Food Market – Fairway Shopping Center- Give the customer the merchandise they want, at a price they can afford, complete with lots of tender, loving care. . I promise to work hard every day to make life easier for my customers. All associates are expected to present a neat, well-groomed, appearance.
2. Genuardi’s - Under Safeway's ownership, Genuardi's remains committed to providing a pleasant shopping experience for all customers. Quality products, freshness, great value, and legendary customer service.
3. George’s Dreshertown Shop N’ Bag -Service shall be given to every single person that enters in a natural, happy, unconditional, easily accessible manner, and with a ‘family style’ greeting that makes customers feel at home.
4. Giant - David Javitch built his business on the premise of the “best products at the fairest price”. Their customer pledge is to make a difference in customers’ lives every day with great food, low prices, friendly helpful service.
5. Trader Joes - Offers value and a dedication to quality service through warm, friendly, committed employees along with a pledge to offer quality products, supports loyalty and customer service through personal contact with the consumer.
6. Wegman’s - The company has won awards for making the shopping experience better, and for treating customers & employees in an exemplary manner. In 2010, they received more than 3,800 requests from people asking them to open a store in their community.
7. Whole Foods - We offer value to our customers by providing them with high quality products, extraordinary service and a competitive price. We want our stores to become community meeting places where our customers meet their friends and make new ones.
Customer Service Facts
a) This union store nurtures their employees and sends them to programs to keep them motivated. Loyal employees make loyal customers. Many may shop other stores for lower prices but they come to the town’s center for quality and service not received elsewhere
b) Prior retail experience is not necessary but workers must have shining personalities to work at this market and are expected to know their inventory and fully understand their product. Uses bell system to communicate with team rather than an intrusive intercom system.
c) Offers extensive and on-going training for team members plus a full intro day and a two-day orientation process. The starting salary is above minimum wage. There are daily food samplings and demos for customers. Will take food right off the shelf so customers can taste it.
d) This union store has recently stepped up its customer service credo in the past year; although this area market just suffered 10 lay-offs. Workers take time to say hello when shoppers enter the market and make themselves easily accessible for any questions or problems.
e) Rated one of the best companies to work for in America. Salaries to start are slightly-modestly higher than minimum wage. Numerous training opportunities. Employees become well-versed in the art of satisfying customers. The store is spotless.
f) Has remained non-union, despite heavy unionization in their other chains. Operates on the same basic principles that have been the foundation of the company since its humble beginnings in 1920.
g) Provides employee training as part of the company's customer service philosophy. When you nurture the employee, you nurture the customer. Pays employees slightly above minimum wage to start. Nearly 37,000 associates serve a six state market area.
Official Public Statements on Customer Service Philosophy
1. Acme Food Market – Fairway Shopping Center- Give the customer the merchandise they want, at a price they can afford, complete with lots of tender, loving care. . I promise to work hard every day to make life easier for my customers. All associates are expected to present a neat, well-groomed, appearance.
2. Genuardi’s - Under Safeway's ownership, Genuardi's remains committed to providing a pleasant shopping experience for all customers. Quality products, freshness, great value, and legendary customer service.
3. George’s Dreshertown Shop N’ Bag -Service shall be given to every single person that enters in a natural, happy, unconditional, easily accessible manner, and with a ‘family style’ greeting that makes customers feel at home.
4. Giant - David Javitch built his business on the premise of the “best products at the fairest price”. Their customer pledge is to make a difference in customers’ lives every day with great food, low prices, friendly helpful service.
5. Trader Joes - Offers value and a dedication to quality service through warm, friendly, committed employees along with a pledge to offer quality products, supports loyalty and customer service through personal contact with the consumer.
6. Wegman’s - The company has won awards for making the shopping experience better, and for treating customers & employees in an exemplary manner. In 2010, they received more than 3,800 requests from people asking them to open a store in their community.
7. Whole Foods - We offer value to our customers by providing them with high quality products, extraordinary service and a competitive price. We want our stores to become community meeting places where our customers meet their friends and make new ones.
Customer Service Facts
a) This union store nurtures their employees and sends them to programs to keep them motivated. Loyal employees make loyal customers. Many may shop other stores for lower prices but they come to the town’s center for quality and service not received elsewhere
b) Prior retail experience is not necessary but workers must have shining personalities to work at this market and are expected to know their inventory and fully understand their product. Uses bell system to communicate with team rather than an intrusive intercom system.
c) Offers extensive and on-going training for team members plus a full intro day and a two-day orientation process. The starting salary is above minimum wage. There are daily food samplings and demos for customers. Will take food right off the shelf so customers can taste it.
d) This union store has recently stepped up its customer service credo in the past year; although this area market just suffered 10 lay-offs. Workers take time to say hello when shoppers enter the market and make themselves easily accessible for any questions or problems.
e) Rated one of the best companies to work for in America. Salaries to start are slightly-modestly higher than minimum wage. Numerous training opportunities. Employees become well-versed in the art of satisfying customers. The store is spotless.
f) Has remained non-union, despite heavy unionization in their other chains. Operates on the same basic principles that have been the foundation of the company since its humble beginnings in 1920.
g) Provides employee training as part of the company's customer service philosophy. When you nurture the employee, you nurture the customer. Pays employees slightly above minimum wage to start. Nearly 37,000 associates serve a six state market area.
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