When I lived in the USA, we had amazing grocery stores near our home. A 15-minute drive and I’d land at Wegmans, Trader Joes, Harris Teeter or Whole Foods and be in shopping heaven all the way until check out… when it was hell.
Slow.
Bags packed as if we lived on the moon and everything was weightless.
Long lines with grumpy customers (and more than a few grumpy checkout clerks too)
No wonder I’m a fan of the self-checkout.
It drives me nuts when my bags are over packed by someone who thinks I’m a professional weightlifter who just loves to hang out at the grocery store on a Saturday afternoon. Also, am I the only one who winces when my eggs are packed with orange juice, a gallon of milk, a huge jug of detergent and a loaf of bread?
Why couldn’t any of the baggers put themselves in the customer’s position? Most of us don’t have high expectations other than successfully dragging our bags to our car and into the house without having a coronary or major items smushed along the way.
With no fewer than ten grocery stores nearby, the competition was fierce for customers and I’d rarely go to one of the older, less flashy ones unless it was on my way home. That’s when I ran into HER and became a fiercely loyal customer.
Fast.
Customer-centric.
Happy and Engaging.
She was thinking of competing in the National Grocer Association Best Bagger competition. She would have won too.
When my husband and I went to her store (not the store, her store), we always looked for her line. Her pride in her job and commitment to bring her absolute best made many thousands of dollars for that store. I would never have shopped there again if it wasn’t for her. She was a frontline grocery bagger and who rocked the bottom line daily. It wasn’t the circular or the lovely store (the store was crappy; she was amazing.)
I’ve worked with many people over the years who told me:
- That job is below me.
- I could hardly make a difference in that position.
- I’m better than that job.
[Tweet “Your career level doesn’t dictate your ability to make a difference.”]
I’ve also worked with leaders who told me:
- The frontline is replaceable.
- Why invest in someone who’s going to leave?
- They are all basically interchangeable.
[Tweet “Only old school leaders put more value on titles than remarkable results.”]
Hello! They are the frontline! They are the ones who touch your customer far more than you do sitting in your office doing the “heavy lifting.” In this case, our favorite bagger was doing the heavy lifting, and she made a difference to me and the bottom line of the organization.
[Tweet “To the customer, the frontline is the brand. Value them.”]
Never Forget: Your Career Level Doesn’t Determine Your Ability to Make a Difference
Here are 5 HUGE lessons from my favorite grocery bagger of all time that I’ll never forget:
- People are not interchangeable.
- People skills are a differentiator in every position at every level in the organization.
- Bring your best to the job because you do make a difference.
- Your title doesn’t determine your worth.
- You choose your attitude and create your experience.
At one point, the inevitable happened. A few weeks in a row we went to the store, filled up our cart and looked for her line, but she wasn’t there. Maybe she moved on or up or was hired away by another store that understood her value. All I know is that we stopped shopping there. Eventually, it became just another boring option in a crowded market.
I hope that wherever she landed, she was appreciated.
[Tweet “Exceptional service always makes a difference!”]
Break the Frame Action:
Step into your personal leadership and take pride in what you do. Every person has an opportunity to leave a lasting impression. Don’t be invisible and make the choice to be your best and do your best no matter if you’re in your ideal job or a stepping stone along the way.
How are you showing up and what experience are you creating for yourself and your customers? How are you rocking the bottom line in your organization?
Impressive article. True. A polite, helping and positive attitude / behavior always matters. Make a difference…….. by setting example.
They……… not only watch your words………… but also actions.
Zafarmanzoor, Sr.Exec, Pakistan.
I agree, Zafarmanzoor. We all have the opportunity to be an example and show up with a willingness to do and be our best. Thanks so much for your feedback!
~ Alli
Great post Alli! Could you hear the cheers from the sandbox?!?!? I LOVE stories about frontline people that make a huge difference. And deeply appreciate the reminders that titles don’t matter. Attitudes and actions do.
It’s been years since we’ve seen her and her impact has lasted. She made ripples that went far beyond where we chose to shop.
Thanks for the cheers! I love hearing about people who make a difference too.
Thanks, Chery!
~ Alli
Love this call to action Alli! And your examples have the breath to make everyone realize that initiative and caring are mutually beneficial.
Terrific post. I will share on my streams!
Kate
Your feedback means so much to me, Kate. There’s no one out there who is a greater advocate for people skills and exceptional customer service than you.
Here’s to initiative and caring!
Many thanks!
~ Alli
Great post Alli!
Frontline customer service leaders absolutely determine the brand. I choose my retail shopping based on who that frontline person is and how they make me feel. If I feel valued and cared for I will continue to shop there even if it’s out of my way.
Thanks Alli!! Will share.
Right there with you, Terri! This week I shopped at a store that I like but had a terrible customer service experience – as if my purchase was an inconvenience. Not running back soon.
Also, great reminder that frontline customer service workers ARE leaders. Sometimes that insight gets lost in the shuffle not only by upper management but also those in customer service too.
Thanks!
~ Alli
Alli,
The frontline is essential as it represents what makes an organization successful (or not). Right character, right culture, right people, right service… need to align values to people to action.
Thanks!
Jon
Alignment is key. One or two off, it begins to crumble quickly.
Thanks for your insight, Jon!
~ Alli
Hi Alli,
Loved this article and the reminder that title and position do not indicate leadership. How we choose to step up, handle responsibility and treat people is the real indicator of leadership.
The truth is that each of us is leading in one way or another throughout the day. Sometimes we lead from the front. Other times our leadership is from behind, at the side or in the field. Regardless of the dimension from which we are leading, we must always be grounded to the leader-from-within.
And that fact calls us to the Break the Frame Action – “Step into your personal leadership and take pride in what you do.”
Terri
The leader within – that’s where it begins and ends. Either we unleash that part of ourselves or we don’t. When we, okay I, see someone do it, it inspires me to do the same. Imagine the ripples we could all have…
Thanks so much, Terri!
~ Alli
First, Wegman’s has either changed or the new store near us has changed. The front checkout is for the most part phenomenal. Our grandson is one of the checker / bagger group. While we don’t go to his line, we do hear what they are expected to do… More common than overpacked bags are ‘special case’ bagging (eggs, meat, … in separate bags), certainly lighter bags.
As always, being a leader (considering what one can do to make a difference) needs to be independent of job description. Sadly, often when such efforts lead to promotion to actual leadership positions, that individual abandons leadership and becomes a manager…
It’s been a long time since I’ve shopped at Wegmans or any of them. Love that your grandson wasn’t just hired and told, “just bag it.” 🙂 Organizational expectations reflect the Wegmans culture and it’s clearly present from the bagger to the checkout to the top. I wouldn’t mind a special case bag or two here!
Also, feel the burn of the second half of your comment. It’s disheartening when an amazing frontline worker loses their spark and becomes a part of the management machine. Maybe it has something to do with role models. Hummm.
Thanks, John!
~ Alli
Great post, Alli!
This is the point that really resonated with me: “People skills are a differentiator in every position at every level in the organization.” So true…our ability to work with people is what makes the difference between success and mediocrity…
There are people with great job skills but terrible people skills… gotta have both.
Thanks, LaRae!
~ Alli