I had a discussion today with some students at school and we were commenting about the speed of service (or lack thereof) at our local Casey's General Store. Whether you get fuel or some of their wonderful pizza or just a donuts, it's rare that you are able to check out quickly. There are never enough cashiers, and the ones that are there seem to lack any sense of urgency. (They have ruthlessly eliminated hurry from their life!) And heaven help you if you get behind someone who is purchasing or redeeming lottery tickets.
Contrast that with Kwik Trip (which, unfortunately, we do not have in Pine City... yet [fingers crossed]). When there are more than a couple of people in line they immediately call more workers to help you check out. And, most importantly, the people are friendly and seem to enjoy working there.
This is not just a knock on Casey's. I worked for a little bit at the Casey's in Northfield and I enjoyed it a lot. I love the fact that we have a Casey's in town and I frequent it quite a bit - mostly due to their wonderful pizza.
I am concerned, however, because this has been an ongoing issue, and it has not gone unnoticed by customers. It makes me wonder if there are some systemic issues at work with management. I understand that it is a tough job market for employers, but I think some businesses are using that as an excuse instead of implementing changes. At some point all businesses are going to have to adjust by either paying their employees more or, even better, treating their employees better in order to attract the best and brightest. It is possible to have great customer service, even in our current circumstances (see Kwik Trip, Chick-fil-a, etc.)
The alternative is lowered expectations by customers which will inevitably lead to a decline in business. People will be patient for a while, but for how long?
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