if another person gets in line you open another register for them to check out.
The old policy was 1+2 but was changed to 1+1 when quevision rolled out. 1+1 is what you really need to worry about to get your numbers up
if you get 1+2 for more than ~30 seconds it registers a "dip" in quevision. That's why it's the most important standard to apply when you're a FES/red vest
-- Edited by BagBoy on Sunday 24th of May 2015 12:09:32 AM
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Would you like fries with th... I mean, your milk in a bag?
It's the concept relating to QueVision meaning with one person being served, no more than one person waiting after that person. 1 + 2 is where with one person being served, no more than two people waiting after that person, and so on.
Obviously that policy doesn't scale... At my store, we only have 6 registers. So if we have more than 12 customers, the policy had failed? Way to go Kroger...
I miss the days of 1 + 2. More got done in the various departments because FES/management didn't have a freaking panic attack every time a lane had more than two customers in it. It wouldn't be as big of a problem if self scan attendants would pull small orders and help check out customers instead of leaning against the self scan station/talking to the idle Customer Care person and if ring tender scores were where they needed to be, but most* front end employees have this laid back, relaxed attitude where it's easier to call for surge help than to handle a small back up of customers themselves.
*When I say most, I don't mean all, because there are front end employees that do try and do what is expected of them, but the percentage is far too low, and the result is other departments getting screwed because of a stupid policy change that likely didn't save many customers in the short term or long term. Kroger was around for a long time and growing long before 1 + 1 and had 1 + 1 never been implemented, the company would still be around and growing.
-- Edited by GenesisOne on Sunday 24th of May 2015 11:24:35 AM
Obviously that policy doesn't scale... At my store, we only have 6 registers. So if we have more than 12 customers, the policy had failed? Way to go Kroger...
Glad I don't work in the front...
not exactly. If all registers are open and serving customers then no dips are counted against your final daily score.
You just need to work through them while doing your best to maintain 1+1 based on the speed at which people are being checked out.
When all registers are open and 1+1 is being observed it's all about the speed of your cashiers and how good they are at their job. Better cashiers will maintain 1+1 much easier than slower ones.
__________________
Would you like fries with th... I mean, your milk in a bag?
I miss the days of 1 + 2. More got done in the various departments because FES/management didn't have a freaking panic attack every time a lane had more than two customers in it. It wouldn't be as big of a problem if self scan attendants would pull small orders and help check out customers instead of leaning against the self scan station/talking to the idle Customer Care person and if ring tender scores were where they needed to be, but most* front end employees have this laid back, relaxed attitude where it's easier to call for surge help than to handle a small back up of customers themselves.
-- Edited by GenesisOne on Sunday 24th of May 2015 11:24:35 AM
Panic attack is a good way to put it. Self scan attendants not pulling small orders is near the top of my list of things that piss me off when I'm scheduled as FES. I think the ring/tender standard changed in my district, I'm usually near the top at my store but it seems like none of us are hitting it. Several of us used to hit it nearly every week.
I think having to point out the osat surveys hasn't helped. One thing my cashiers are wasting time on is looking for a survey instead of listening for whether the receipt sounds long. I can usually tell whether I need to circle a survey. There also seems to be a time at night where they seem to suddenly stop for awhile.
I miss the days of 1 + 2. More got done in the various departments because FES/management didn't have a freaking panic attack every time a lane had more than two customers in it. It wouldn't be as big of a problem if self scan attendants would pull small orders and help check out customers instead of leaning against the self scan station/talking to the idle Customer Care person and if ring tender scores were where they needed to be, but most* front end employees have this laid back, relaxed attitude where it's easier to call for surge help than to handle a small back up of customers themselves.
-- Edited by GenesisOne on Sunday 24th of May 2015 11:24:35 AM
Panic attack is a good way to put it. Self scan attendants not pulling small orders is near the top of my list of things that piss me off when I'm scheduled as FES. I think the ring/tender standard changed in my district, I'm usually near the top at my store but it seems like none of us are hitting it. Several of us used to hit it nearly every week.
I think having to point out the osat surveys hasn't helped. One thing my cashiers are wasting time on is looking for a survey instead of listening for whether the receipt sounds long. I can usually tell whether I need to circle a survey. There also seems to be a time at night where they seem to suddenly stop for awhile.
I partly blame the way the company treats its employees for how inefficient front end employees tend to be. Where I'm at, cashiers make $7.35 starting out with ten cent raises once, maybe twice, a year. There is no pay increase for working self check-out. The low starting pay is going to attract the less motivated, less efficient employees than a job that pays $9.00 starting out (all retail/most fast food now pay this or more in my area, now). On top of that, there's no incentive/no consequence for making/failing ring tender or performing proper/not performing proper self check-out practices like pulling customers. Thus, a lot of employees aren't going to push themselves to ensure the front end runs as smoothly as possible. You'll have a few that will because they have good work ethic, but Kroger has a way of wearing that good work ethic down after time...
Things like pushing the survey do take time, and are ultimately a waste of time, in my opinion, because of the way Kroger stores are being run (understaffed, unhappy employees = stores that look cruddy and not well-stocked) and because of smart ass customers that write in with things like, "there's always room for improvement" or don't know how to take a simple, damn online survey and rate the store "Unsatisfied" despite their comments being nothing but positive. Then, too, there's the flawed mechanic where only "5's" count, and even a "4" is considered a failing score.
Obviously that policy doesn't scale... At my store, we only have 6 registers. So if we have more than 12 customers, the policy had failed? Way to go Kroger...
Glad I don't work in the front...
not exactly. If all registers are open and serving customers then no dips are counted against your final daily score.
You just need to work through them while doing your best to maintain 1+1 based on the speed at which people are being checked out.
When all registers are open and 1+1 is being observed it's all about the speed of your cashiers and how good they are at their job. Better cashiers will maintain 1+1 much easier than slower ones.
Oh, that's definitely not true. It most definitely keeps recording dips regardless of whether you are maxed out or not. Also, a "dip" is not any time you have any lanes >1+1. A dip is a "red" half hour, or one where fewer than 80% of customers are served at 1+1 or better. And you are given specifically a 15 second grace period from when a lane goes out of queue and when it is marked as such in the system.
But say you have all your checkstands running because it's busy as hell, you don't get the dip correct? At least that's what my manager told me. If all checkstands are running and all help the dip don't count
But say you have all your checkstands running because it's busy as hell, you don't get the dip correct? At least that's what my manager told me. If all checkstands are running and all help the dip don't count
No, they most certainly do still count. The thinking (and it's honestly not wrong) is that there's pretty much always still something the FES can do to shorten lines, even if the lanes are maxed out. So anyone who had told you otherwise was told wrong.
How can the FES do anything if all registers plus the U-Scans are full? Tell the customers to get the fk out?
If your store has a mobile unit, roll out the mobile and use it as an additional check out stand. If Customer Care doesn't have a line (and this is a bit tricky to pull off, because you don't want to risk irritating customers that come to the desk for services), the second register station can be used to check out customers, particularly express orders. If you have extra baggers, the extra baggers can help with focusing on the registers with the larger orders to get that customer out quicker. Management can shuffle customers around to different lanes, if some lanes are moving faster than others. There are little tricks here and there that can help, and I'm sure there are more that I don't know about, but I just thought I'd throw those out there.
If the front end was FUBAR, I'd go see if anyone in Uscan had a small amount of crap and I'd pull them over to customer service. It might piss off an ever so important lottery customer; I don't give a damn. Go scratch off somewhere else.
