If you haven’t noticed, top-notch customer service is my pet peeve.
It drove me crazy as a produce manager and later as a produce supervisor to witness sub-par customer service. To hear dismissive statements toward customers such as, “Sorry, I’m on my break,” or “Hmm ... that’s not my department.”
I was shocked one day to overhear a stressed-out clerk curtly say to a customer, “You know, we have other things to do around here besides help customers.”
It was all I could do to control my frustration. I pulled the clerk aside and said, “Helping customers is job one, understand?” A few other points I always tried to impress upon produce managers and their clerks:
Acknowledge your customers. Yes, you’re busy trying to keep up with stocking. However, as much as possible, greet your customers. A simple “Good morning” or “Hi, how are you?” never goes out of style and makes shoppers feel like you actually appreciate them. Always try to make this connection, and never ignore customers. That’s a vibe that drives customers away.
Pay attention. Be attentive. You know the hesitation, body language of your customers.
Interject politely when this moment hits. “How can I help?” or “You’re wondering what that space-age looking vegetable is, aren’t you? It’s called fennel. Here, let me offer a sample.” Sometimes paying attention simply means keep the aisle clear so shoppers can pass through.
Always look for ways to be helpful. Overhear someone say they hated the last watermelon they bought? Empower your employees to interject and offer another one free of charge on the spot. This is the best unexpected “coupon” a customer can receive, knowing you stand behind your quality.
Be truthful. On my last early shopping trip, the produce clerk swore he had just stocked the clamshell basil that was clearly old and should have been culled. When he understood I knew better he relented, retreated to the back and, lo and behold, brought out some fresh product. Clerks are busy — get busy meeting your customers’ needs.
Show your produce passion and talk up what you’re selling. When clerks are knowledgeable and excited about seasonal things like extra-sweet cantaloupe or new crop pears, it shows. Share this passion with customers. “We just started carrying that bicolor local corn. It’s tender and super-sweet!” When you say things like that, a two-ear purchase suddenly becomes 6, or more.
Always offer “What else can I help you find?” Most customers are thrilled that you helped them in the first place. It’s how the question is presented. Doesn’t it sound so much better than, “Will that be all?”
Remember the kindergarten code. Always say “Please” and “Thank you” — and wash your hands.
Armand Lobato works for the Idaho Potato Commission. His 40 years’ experience in the produce business span a range of foodservice and retail positions. E-mail him at lobatoarmand@gmail.com.
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