Thursday, December 20, 2007

Publix-customer service rant....

Publix, Publix, Publix....I grew up with you when you were a 150 store chain, when old man Jenkins was still around, when sweat and hard work and doing customer service better than any other store out there was the driving mandate.

Today I chose (please remember this important part, we "choose" to shop here) to go to Publix on the wey in to work. I wanted to get some postage stamps which they sell at customer service desk and I wanted to pickup some more coffee and a danish for the office. I walked in the door at 7:50am. I know the store does not "open" till 8am, but this is Sebring and the retirement capitol of the world so they usually open around 7:15-7:30 to let the old folks in since they all wake up at 5am for some reason. So I stroll thru, grab the danish, grab the coffee and head up front. The one lane that is open has 5 people in line for it. I head for the customer service desk since they have the stamps and they can check you out at the same time. There is one lady in line getting a Western Union money transfer, a mother and young child behind her, and then me. There are also 8 Publix employees standing there waiting for the electronic time clock to hit 8am so they can punch in. Back in the day when I worked at Publix the time clock was not in public view AND if there were 8 of us standing there AND there were customers backed up on the registers, the manager or customer service cashier would tell us to punch in and get out there and help the customers. But today instead of telling the 3 cashiers and 5 bagboy-stockboys to clock in, the cashier kept fussing with the money transfer. Then the lady in front of me asked "Can you open another line?" the cashier replied "They will be out in a minute". The lady in front of me then jumped over to the express lane and waited for the cashier to punch in 3 minutes later and then grab her cash drawer and head over to open the lane. As soon as the lady left the customer service cashier rolled her eyes and said loud enough for me to hear "We are not even OPEN until 8AM". I about fell over at this point. At this point she finished the money transfer and then rang me up and I left. My problem with this WHOLE situation is, your manager CHOSE to open early, and they do this on a regular basis. I CHOSE to come to your store, and spend my money there, but if I am going to see that we are a burden to you because we expect Publix level service when the doors are open, then I will take my money and go look for another store to see if they want to welcome me to their store.

10 comments:

Corey said...

Keep in mind that the timeclock will not allow us to clock in until the time we are scheduled. (Not from this store, however.) The CSS should have called the back office to come out and help with the Western Union, however. In my store at least, all cashiers get stamps, so you could go to one of the registers or even the pharmacy.

shinta13 said...

In reponse to Corey - Keep in mind it was 8 in the morning in most stores the B/O staff opens the F/O.


Reponse to the rant - The manager should never allowed you/"the customer" in the store before business hours. Please understand most stores the B/O associate only has 45 minutes to get EVERYTHING ready in the morning & yes times are changing sadly we CSS are WORKING ARE little buns off to please cooperates bullshit. Sorry that managers are to scared to slid the employees in to help the customer because NO OVERTIME is allowed.

Little Miss Muff said...

As a Publix Employee for 9 years I have seen this happen all the time. There could have been numerous reasons to not clock in the associates early - minor violations - etc. But if the manager chose to open the store early he should have compensated for the extra business by being out there helping his customers.
Love Your Blog!

Jaclyn said...

you are a TOOL, i hate customers like you, you think you are so special "i have been shopping here for years" all that BS! guess what? the store doesnt open until 8, they are doing you a favor by opening early so wait in a freakin like and stop whining! GEEZE! and why should people clock in early??? like you said you CHOSE to come to the store before it opened, be thankful they let you in. publix is a business might i add, clocking people in early is wasting payroll to please people like you! go shop at winn dixie and quit crying!

Publix... Where working is never a pleasure said...

another thing, you do realize we hear that shit every day "I have been shopping here for 15 years" or "I've been shopping at publix since they opened"

NO ONE CARES, if you leave, a new customer will replace you that won't bitch so much!

SHANER said...

YOU ARE A WHINER SHUT YOUR PIE HOLE

SHANER said...

WHY IS IT ONLY WHINY CRY BABIES HAVE BLOGS PATHETIC

PBX1999 said...

#1 - been working at Publix for 11 years.
#2 - I'm old school and all about the customer, unlike the new generation
#3 - you need to have your facts straight before you come on to a public forum that all I had to do was type "Publix office" and it appeared
#4 - the downside of spending years showing customers how much we care and try to please them is this post right here

You need to lose your "we owe you" attitude. We owe you the quickest and best service we can give during business hours. The fact that you were let in early COMPLETELY invalidates your whole complaint. If this were during business hours I would be behind you 100%. Fact of the matter is that managers tend to let customers in early so that they can get a head start on their shopping, but there is no expectation that we will be fully prepared to check you out BEFORE 8am. Most people who take advantage of this extra time are aware of that and appreciate it. there is also no way that you are EVER let in 45 minutes before store opening, that's completely FALSE. The back office opener comes in 45 minutes - 1 hour before opening, and they are the ones with complete control over the money to the store.
There are schedules, employees can and will NOT clock in before their scheduled time in THIS situation, and rather than appreciate the fact that you were given time to get your things before the store opened you complain that you didn't get even MORE out of the situation. As far as your facts go, there is NO chance that 3 cashiers were waiting to punch in at the store opening. There are a MAXIMUM of 2 cashiers scheduled for the 1st half hour of business, but 90% of the stores wait to bring the 2nd cashier in 30 minutes after opening. Same thing with baggers. You are widely mistaken about the personnel that was waiting. You also seem to forget that should you choose to leave Publix as a customer you will not get even close to the same service elsewhere, so if you choose to leave Publix as a customer because you didn't get extra special attention BEFORE the store opened then enjoy getting even less attention during business hours at a competitor. Did you even approach to manager to voice your concern? My guess is that the manager would have apologized and asked if there was anything they could do to make up for the situation, and you would have left the store happy. Instead, you come online to the general public to create a false image of a business who does their best to take care of the customer. Lastly, the previous poster is correct and if you've truly been shopping and paying attention at Publix since it was a 150 store chain you should know that for the last 20 years we've carried postage stamps at every register. Next time complain to the manager so that they can make it right for you, and then proceed to never let the doors open early again because it's not appreciated anyway.

Carleigh said...

Wow I can't believe the number of total rude comment son here by publix employees. I myself used to also work at publix, but really people? You all are just proving a point here. Thanks to all of your comments every person who comes on this blog is going to read it and say wow publix employees don't really care about customers especially when you call a customer self absorbed and get mad and someone who simply wanted their morning coffee I mean it is true that employees can rarely clock in early because of several restrictions but the customer service person had no need to rool her eyes and have an attitude thats so unprofessional. And one more thing when you say thats fine if you leave someone else will replace you to a person who is paying your salary that's just plan stupid. Eventually everyone will say the same thing as this customer here and leave and none of you will have jobs. So put on your big girl panties suck it up put a smile on your face and be nice to the people that keep a roof over your head and keep you from going hungry.

Tagurit17 said...

woe is me, the poor customer has to wait in line. Do you go anywhere where you don't have to wait in a line? Why not just be thankful they did open early and are TRYING to accommodate all the impatient people like YOU that can't wait until 8am when there are enough employees. Get over yourself, the world doesn't and never will revolve around you. Not even at Publix.