Members Login
Username 
 
Password 
    Remember Me  
Post Info TOPIC: customer comment crap


Veteran Member

Status: Offline
Posts: 39
Date:
customer comment crap
Permalink   


Does anybody else here have a "contest" going where if your name gets mentioned in the customer comments that you get a happy face sticker on a board.  After so many mentions you get a silly pin...other things are yellow shirt and gift cards.  If so.....do you find that it is not real fair?  We had weeks where we were not given the sheet with the comments....yet certain people got a sticker....or you see the comment sheet and your name is mentioned but no sticker?  I feel for all of the workers that don't have as much one on one with the customers as the cashiers.  It is probably yet another way for Kroger to mess with the employees. I do enjoy my job (cashier) but hate all the silliness that goes on.   ARRRGGGGG



__________________
Anonymous

Date:
Permalink   

We had a comanager who used to push that survey like crazy.  We were supposed to get a $5 gift card every time our name was mentioned.  She would say "you have a gift card coming, your name was mentioned this week".  Then every time you asked her about the gift card she would say she was going to give it to you but it NEVER happened.  What a liar.  I only pushed the survey when she was around, as soon as she left the front end we all stopped doing it. 



__________________


Guru

Status: Offline
Posts: 259
Date:
Permalink   

We had one lady that would push those surveys really hard when the OSAT surveys were incentivized. Managers would hand out a 6 dollar voucher that could be used for anything from the deli any time your name was mentioned with a "Highly Satisfied" score on the survey... but then we had a management change, and the expense vouchers went away.

OSAT dropped like a rock.


Incentivized or not, I just could never pander to it.






-- Edited by Turd Ferguson on Sunday 3rd of May 2015 11:23:19 AM

__________________


Guru

Status: Offline
Posts: 699
Date:
Permalink   

I've had managers talk about getting 5 Kroger dollars if you get mentioned (positively) in a comment OR if you pass a mystery shop. Both happened to me in the same week and... no reward.



__________________
Just one more box


Guru

Status: Offline
Posts: 2622
Date:
Permalink   

We use to do this thing where if you got a positive mention you got to select your work schedule for the week. No questions asked. Well some of us got mentioned and some chose a BUSYVday to have a BUSY day/week schedule of our choosing. Management HAD to abide by it. They pestered those into trying to change their schedule around a bit but no one budged (myself included, there were 3 of us that got a positive mention only, the rest had no comments negative or positive). After that one time, management took it away and said now we will get a Thank You and a $5.00 gift card and that will be sufficient.

Go figure...

__________________

How about NO?!?

 



Guru

Status: Offline
Posts: 1615
Date:
Permalink   

We have a cashier(/floor supervisor, but that's a story for another time) who is one of the worst with people I've ever seen. I've literally had more customers seek me out to complain about her in person than my dept gets complaints about every other problem we have combined, and we have a lot of problems.

Anyways, we have a period contest that whomever gets their name mentioned the most in comments with "5" scores, gets a gift card. And guess who seems to always win? That's right, b¡¥©h cashier. Those of us who are aware of it all know she's cheating the system by having friends/family fill out surveys and, more importantly, reprinting receipts to get random customer's codes. We just have no proof.

Just goes to show how the company wants mgmt to support programs, gives them no direction or useful tools to do it right, and leaves the solid employees unrewarded.

__________________


Guru

Status: Offline
Posts: 3390
Date:
Permalink   

We have the board too here, every time someone gets mentioned on the OSAT survey we get the 5 wow bucks (whenever he gets around to giving them to us) but it's so heavily rigged towards cashiers it's not even funny. People don't remember the people in the bakery who give their kid a cookie, they remember the cashier who hands them the receipt with their name on it.

__________________


Guru

Status: Offline
Posts: 1615
Date:
Permalink   

I constantly hear ppl talk about how it is set up in cashiers' favor, and I agree 100 percent with this logic... But it's only 1/2 of the equation. It's also set up in their disfavor.

You in other depts may not have your name on a paper that the customer takes home on the chance they had excellent service, but your name also doesn't go home with them if they had a bad experience from their cashier OR BAGGER. You'd be surprised how often ppl write out comments complaining about the cashier and how they bagged the order, when they weren't the one who bagged it, simply because their name was on the receipt. So they have twice the opportunity to be blamed for an issue.

In my experience (which I recognize isn't necessarily universal, but consists of several years as a FES) customers tend to remember the names of employees from other depts when they're happy far more than when they're upset. I think this is because they feel better about tearing into an employee about something bad if they dehumanize them from a person into "just an employee" first.

__________________
Anonymous

Date:
Permalink   

We have our OSAT things going here. They did the gift-card thing towards the end of the last quarter of 2014 so that they could end it on a good note. Now, we just push the surveys for the sake of it. Every single customer, we have to present it to them and offer it. It was annoying at first, but we got used to doing it (some of us anyway). We have what they call "OSAT Audits" where a Manager/PIC will watch you and make sure you're offering the survey.

Now, if a customer mentions you in a highly-satisfied comment, your name gets highlighted in the survey and thats about it really. No big show of it, which is how i prefer it anyway. People should be striving for those comments anyway without a reward.



__________________
Anonymous

Date:
Permalink   

for a short time at our store we had a crazy lady as our store manager anyway we had a guy in the meat dept who had a huge following as far as customers go, well the crazy woman harassed him then got him transferred which ended with him quitting. then led to the osat in the store going from one of the best in the district to the worst as bad osats came flooding in daily when customers came in and found out the meat guy was gone and what had happened. A few days before the meat guy was supposed to get transferred he was letting customers know that he won't be there any longer and the store manager threatened him for it. he did what they wanted connected with the customers he was always helping customers all over the store they would come in just to see him and talk sports etc.. So pretty much he got osats for the other departments as well. then they blamed him when they got bad osats even for months after he was gone bad ones kept coming in and they kept blaming it on him even at district meetings!!!!!!!! lol. the store sucked for years then the last year or so a complete turn around everyone was happy working here and the store was picking up new customers and this store manager ruined the whole store and set it back in just a matter of 2 months.

 



__________________


Guru

Status: Offline
Posts: 464
Date:
Permalink   

Some customers are drawn to certain workers and will only go to them. I know there's a guy who comes to the deli once a week and he only likes it when one girl cuts his meat. I've done it before, but only because she was off for the day. Sweet guy, but it is what it is.

One worker can make a pretty big impact, and I'm pretty sure it wasn't this guy's fault whatsoever. He got forced out essentially.

__________________
4x4


Veteran Member

Status: Offline
Posts: 53
Date:
Permalink   

We would get $5 kroger giftcards that where taxed if we where mentioned enough. One cashier would always be getting them because he asked everyone to mention him in the survey.

__________________


Guru

Status: Offline
Posts: 2885
Date:
Permalink   

i got rewarded once for improving my ELMS score. We tried to do a Highly satisfied thing but it never stuck. I have customers that come in all the time and tell me that they love it when I'm the one to service them since I know how to get things done and get their complex orders moving on the right track all the time. it's super embarrassing when they come in and always shower me with compliments haha.

__________________

Would you like fries with th... I mean, your milk in a bag?

Anonymous

Date:
Permalink   

We had something like that and I got rewarded maybe one time, but what sucked was there was a girl with the same name as me, spelled differently, so when a comment would misspell both versions, no one got anything!



__________________
Anonymous

Date:
Permalink   

almost the same thing happened at my store to the meat guy he was getting a ton of customer replies he got promoted from seafood manager to meat manager and was harassed by new store manager that we got she was all over him and got him transferred he went to the new store for 20 mins and then walked out. the union rep was shocked as many other people were he said rare to see someone get promoted to meat manager then leave like that. we lost a good amount of customers too and the store still gets bad replies demanding that something be done about what happened. we have a new store manager now as well.



__________________
Page 1 of 1  sorted by
 
Quick Reply

Please log in to post quick replies.

Tweet this page Post to Digg Post to Del.icio.us


Create your own FREE Forum
Report Abuse
Powered by ActiveBoard