Nelson M.
Yelp
What a horrible first impression. I've known Safeway for the courtesy and hospitality staff always shown for customers. This location shows if you don't have people who truly care, or know how to control their bad day, it all could go bad quickly. As a manager, I have an expectation from my staff. They all know it well because every Monday we have a staff meeting. "Our Round Table" Training and practice is a must. I also walk around and engage customers. I understand the time limitations but don't really believe it can not be done. Simple hello, did you find everything you need, or can I help with something is always good to hear. My bad first impression was truly a sad one because it shows "Books are still judged by its cover" .
I was limping so to an injury on my left foot. Carts were all out in parking lot as I was in need of one. I was on the east side of the store, the lane where they keep the karts was empty with the exception of on kart at the other end. Jack pot! I headed down and right when I was going to grab it, Adrian was pushing in a stack of karts. I counted 9 and not only did he almost hit me with them, but left me no room to get to the other side. The saddest part, we made eye contact and he knew what he was doing.
I wonder if I would have the same luck if I would have been a beautiful lady or simply wearing my suit? Didn't apologize, talking to him self as if he was complaining about what he was doing, and seemed upset.
I just looked and for the most part he just walked away with out a word. The experience inside was that of an old New Deal or Market you find in some places that give you the feeling you are on your own. Walked around, got my stuff and went to pay. Nice gentleman but a little plushie with the rewards card. But that's ok.
As I am walking out, Adrian sees me and I know the look from years of training and experience with staff. "Maybe if I look bz he won't see me or say anything". And you are right. The pain I had would have set off a wrong conversation and that I won't have. So here is my advise and this actually goes for everyone who works in customer service.
I believe the customer has a right but is not always right. A right to ask, a right to question, complaint and freely present a case. A customers rep job is to listen, watch, be attentive to everyone because you never know who is walking by. Bad day, no problem, leave it at the door. Other team member not picking up the slack, no problem. Take care of their job, your job and do it with pride. Even if it kills you inside. The solution to everything is communication. Don't close the Chanel and don't treat any customer any different than the next. That alone, goes a long ways. I know tough days, I know bad days, I know situations, but a form of mistreatment and disrespect like that, not tolerated by me. Most important, it should not be tolerable by you.
Last but not least, I am not from this area, I will not be coming back to the store to improve my rating. That needs to be considered in every aspect of business.
Hope this helps for the future. Store inside looks very nice.