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Author Topic: Brag about my local grocery store--small kindness thread
jexx
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I just have to tell everyone about my excellent local grocery store that has marvellous customer service. I think we are so ready to rush to complain ("we" as a society), but when something good happens, it's easy to just accept it as our due. I (in particular) need to remember to be thankful for the small kindnesses.

So this is the letter that I sent to Lowes Foods' corporate offices and local store manager:

I just had the greatest experience at my local Lowes Foods grocery store. I like that store anyway (the people are always friendly and helpful, and it is convenient to the house), but they really went out of their way today to make my shopping experience complete.

I had gone there this morning to take advantage of some specials advertised in yesterday’s paper, and sometimes if you come early-ish in the morning, you can get some deals on pre-cut produce (like melon or chopped onions). I am very lucky to be able to stay at home to be a care-taking parent, and enjoy shopping at my own pace, looking up and down every aisle, gleaning every possible bargain. Since I am a stay-at-home parent, our household is operating on a limited budget, so the time I take to search for discounts and bargains is a necessity, as well as a pleasure.

After spending a good hour in the store (it is clean and comfortable in there, and there are food samples every day!), I made my way to the cashier, who welcomed me warmly and efficiently began ringing up my purchases. As we chatted, I kept my eye on the screen to make sure the discounts went through correctly. Sure enough, there were a couple of discrepancies. I pointed them out to the cashier, who promptly called for help from her management team. The manager (Terry #2—there are two Terrys at this store, obviously) apologized and made note of the discrepancies, and gave me the items for free (without me asking, in fact, I wouldn’t have known had the cashier not told me). This was above and beyond the call of duty, and I so appreciate their kind, efficient help in correcting the mistake.

I wanted to be sure that the Corporate Office of Lowes Foods were aware of the absolute friendliness and competency shown to me (not just today, but every day) at the Walkertown, NC store. I could go to any number of grocery stores in my area (some with lower ‘everyday prices’ if you get my meaning), but no store is as clean or as friendly as my local Lowes. The produce is beautiful, the deli is delicious (my family love the rotisserie chicken!), and above all, the customer service is exemplary.

In the interest of full disclosure, I must admit that I have (in the past) applied for a job at this particular store. My schedule did not permit me to accept the job offered, but there are no hard feelings, and the manager (Tim Herndon, who I did not see this morning) always remembers to say hello to me (and call me by name!) when he sees me.

I wish I could remember the name of the cashier who helped me this morning (perhaps Terry #2 will remember), but she is a red-headed lady and she was wearing lovely long earrings this morning. We had an engaging conversation about Sheetz’ onion rings, maybe she will remember that. If you figure out which cashier she is, please give her a pat on the back for her outstanding customer service.

I am sending this letter to my friends and family to share with them how Lowes Foods made my day this morning with their excellent customer service.

*my real name*
*my address*
*my phone number*

********************

Any other small kindnesses y'all want to share?

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Lyrhawn
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I work at a restaurant, small kindnesses from customers are few and far between. I can give you dozens of stories about bitchy customers however, and the vain attempts of my rather nice managers to try and appease them.

I do want to say though that I'm happy you decided to write a letter to detail the good experience you had in that store. All too often people only write letters when they are complaining, never when they are praising. Bravo!

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Farmgirl
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That is a very nice letter. I'm sure it will warm many hearts and make the people involved feel a little better about their jobs.

Yes, I also wish more people would give positive feedback for excellent service -- I think we would all get more excellent service if that would happen!

FG

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Sopwith
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I've got to second how great Lowe's Foods is. Even after a new Harris Teeter opened up near us, I still happily go to Lowe's. The customer service is great, the prices pretty good and they give Babydot a free cookie when I go past the bakery.

And there store brands really are as good as the name brands. In the case of the Lowe's Root Beer, it's actually one of the best on the market. And if you don't like their brand, they will refund double what you paid for it. Not too shabby in this day and age.

I'm sure that letter will make some folks' day at the store.

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Noemon
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Not too long ago, jexx, I received a letter like that about the service that I've given one particular customer over the past three years. It made my month. I'm glad that you had such a great experience, and that you let them know about it. [Smile]
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The Pixiest
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Lyr, they write their praise in the form of little green peices of paper left on the table. The more that's there, the happier they were (well, usually...)
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ClaudiaTherese
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I make sure to be vocal about good waitstaffing service at restaurants and good assistance (cashiering or otherwise) at stores. When you ask to speak to the manager, sometimes people get a little nervous, but it is always a pleasant surprise to get a compliment. When I have time, I follow up with a letter to corporate headquarters.

Sometimes I've heard back that such letters or comments were put in employees' files and affected raises, etc., (I've heard back from 3 managers about this). Really, more importantly, I think it's a matter of continuing to encourage and sustain one another in doing good work in the world.

---

Edited to add: And I totally forgot to say "great job" to you, too, jexx! The detail and thoroughness of your letter really makes it stand out.

---

Edit 2: Most recently, there was a cashier at our local grocery store (Woodman's) that handled a case of 30 items in the 20-or-less aisle very well. She rang up the customer, and then quietly but firmly pointed out that this was not the proper aisle to be using, and she furthered explained the effect on other customers. The guy took it well (acted surprised, but, well, what could he do? and there were signs everywhere), and I thought her discretion and professionalism were smashing. It took all of 15 minutes to speak to the manager and fill out a compliment card, but did that cashier ever deserve it.

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theresa51282
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Comment cards do help. I got a raise at a waitressing job once based solely on one comment card that had rave reviews. Too often all these people get are complaints and often they are about things that were outside that employees control in the first place. Its nice to hear good things too.
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jeniwren
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I'm glad you posted this, jexx. I should write something similar to our grocery store.

A while back the entire family was down with the flu, the worst of which hit my 3 year old. She was miserable. I went back to the pharmacy section feeling none too good myself, to hand over the prescriptions we had from the walk in clinic. The pharmacist looked at the two of us and, though it was clear they were very busy, did our prescriptions up faster than I could have thought possible. Then she took me over to the OTC remedies that would help (also recommended by the doc at the clinic) and personally helped me find the best selection for our symptoms. She found that the ones in front of the shelf were almost expired, so she found some that were newer. I've never had such good service from a pharmacy in my life.

And it wasn't a unique experience. I went in day before yesterday to have my migraine prescription refilled, and once again, they saw I was in the middle of one, filled my prescription within 2 minutes and got me out the door again. All with an exemplary level of caring.

You're right to point out that I shouldn't take that for granted, so thanks so much for reminding me! [Smile]

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ketchupqueen
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I always try to mention to managers, especially at restaurants and other places where people seem to usually do nothing but complain, when I have had an especially good experience.

Of course, I'm equally vocal when my experience is bad-- but I try to be positive and point out what would have made it better so they can improve.

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Farmgirl
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quote:
Edit 2: Most recently, there was a cashier at our local grocery store (Woodman's) that handled a case of 30 items in the 20-or-less aisle very well. She rang up the customer, and then quietly but firmly pointed out that this was not the proper aisle to be using, and she furthered explained the effect on other customers
You know, CT -- I was once in a store with a half-cart full of groceries, and was in a regular line, when the cashier at the 20 items or less lane came over to me and said, "Come on over to my lane, I don't have anyone right now." I said, "but I have much more than 20 items" and she said, "it doesn't matter because I have no customers on my lane right now."

Of course, when she got about halfway through my cart, a bunch of less-than-20-items customers came up to that lane, and glared at me daggers that I was being processed through with more than 20 items.

Next time, even if she offers, I'm saying "no thanks!" It wasn't worth the dirty looks.

FG

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Zeugma
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Great thread!! I totally agree that compliments are just as important as complaints when it comes to feedback! [Smile]

In our first real foray into hospitals, health insurance, and medical offices in the past three months since my husband lost part of a finger in a freak racquetball accident, we've seen levels of customer service and bedside manners ranging all over the scale. But the primary surgeon we've been seeing has been absolutely spectacular. She's brilliant, kind, and manages to be compassionate and no-nonsense at once when dealing with my panic-stricken husband. She just took her entire (excellent) staff on vacation with her to Morocco, and when she returned, she'd brought Mark and I homemade Moroccan cookies. Plus she decorates her office with a combination of victorian antiques and Afghani tapestries depicting (labeled) AK-47s and dead bodies. We lucked out getting her. [Smile]

One of the most memorable acts of kindness from a manager was back when I was still going to the cafeteria in college. I'd waited in an enormous line for 30 minutes to get the excellent custom-made stir fry, and was about to head off to go enjoy it by myself, as usual, when I tripped and dropped the entire plate of noodles onto the floor. I was so embarrassed and tired and disappointed that I thought I might start crying, and I didn't know what to do about the mess of noodles on the floor. But the manager came rushing over, got someone to clean it up right away, and steered me right back to the stir fry counter, where he whispered something to the chef and waited with me while a replacement was rushed out. I still felt stupid for causing so much trouble, but I was so grateful for everyone's kindness that it ended up being kind of a high point in the day. I did write a letter to the public "dear abby" column on campus, which was printed, and I hope did him some good.

And I'm much more careful when I carry plates of noodles, now. [Smile]

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ClaudiaTherese
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quote:
Originally posted by Farmgirl:
You know, CT -- I was once in a store with a half-cart full of groceries, and was in a regular line, when the cashier at the 20 items or less lane came over to me and said, "Come on over to my lane, I don't have anyone right now." I said, "but I have much more than 20 items" and she said, "it doesn't matter because I have no customers on my lane right now."

Of course, when she got about halfway through my cart, a bunch of less-than-20-items customers came up to that lane, and glared at me daggers that I was being processed through with more than 20 items.

Next time, even if she offers, I'm saying "no thanks!" It wasn't worth the dirty looks.

FG

I don't shoot daggers for that very reason. On the other hand, this was a person who'd gotten in a line that was already moving, obviously not at the behest of the cashier.

I also make it a point not to shoot daggers with my eyes when I see someone apparently perfectly healthy using a disabled access placard & spot. You never know what the story is: a weak heart or neuromuscular disorder might not be visible to the naked eye, but it could make a long trek quite agonizing.

I figure it all works out in the wash. However, when this cashier was so professional about education of a wayward customer (unlike you, who were totally ... wayed? warded? [Wink] ), I thought it was worth noting discreetly.

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ketchupqueen
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quote:
I also make it a point not to shoot daggers with my eyes when I see someone apparently perfectly healthy using a disabled access placard & spot. You never know what the story is: a weak heart or neuromuscular disorder might not be visible to the naked eye, but it could make a long trek quite agonizing.

I agree. It's the people who park there without a disabled access tag, plate, or sticker that bother me...
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Eaquae Legit
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There's a Wendy's near to campus that I enjoy going to. There is another which is even closer, but this one has nice carpeting instead of tiles, and the music is played at just the right volume to be audible without being overbearing. As far as fast food goes, the dining area and decor are as close as you will get to a sit-down kind of place. I was in one day with my roommate when we were served by a girl who was exceptionally friendly and courteous and served us quickly. She later struck up a conversation about university and how much she wanted to go. We took the time to fill out a comment card about her, and the next time we were in we asked to speak to the manager to tell him what a lovely franchise he was operating. He seemed really surprised to get the compliment, and said we made his day.
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