Far too often, people will complain about something instead of going to the source that caused the complaint. There comes a time where complaints need action. The action taken can lead to solutions to the problem. I have always said it is easy to complain. I have learned that complainers most often have not taken any kind of action when asked what they have done about the problem.
A trip to the supermarket on Monday left me frustrated because a sale item was not in the store. I went to Customer Service only to learn that the item had never been delivered. I thought about this for a day or so and fired off an email to the chains Customer Service unit. I received a call from the Assistant Manager of the store the next day. He was very apologetic and said the store manager never told anyone the item was in the store or where the item was located. It turned out that I was not the only person who complained.
During the course of our conversation, he told me he was sent to the store to help the manager find a way to increase sales. I gave the following ideas. The store is located between an affluent community and a community where many of the residents are less affluent. I said the ethnic background of both communities are 90% African American and we have a very high rate of diabetes and heart problems in our community’s and yet the store does not carry a lot of heart healthy or diabetic friendly items. What they have is all over the store. I asked if an aisle could be dedicated for cereals, snacks, beverages, breads and low salt/fat foods. I also told him that I have found a store that has done that. He became very interested. I also asked why not include store tours with a nutritionist to help diabetics and heart patients with choosing healthy foods. He suggested that the tour included healthy meal planning for all income brackets especially young mothers. I asked about a pharmacy tour with the pharmacist to help people understand medications. This stores chain use to do both of these. He said there was talk of bringing it back. He wants to add cards with health tips about the produce. The store has recipe cards for meats and produce.
It ended with him saying he was going to put together a presentation for upper management to get his project approved and he wanted to go to community meetings with a presentation of what the store was adding when and if he got approval. You never know what will happen when you file a complaint. Thankfully, this manager is really interested in making this store unique. I don’t know where this will go but if this can happen this will become my favorite store.
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