From: boron_elgar@hotmail.com   
      
   On Thu, 28 Jan 2021 17:52:28 +0000 (UTC), Howard    
   wrote:   
      
   >Roger House <61rroger@gmail.com> wrote:   
   >   
   >> ...except that I can't say this stuff directly TO the customers.  I   
   >> work at a Kroger store that has a fuel island/center, I work at/in   
   >> said fuel center.   
   >   
   >I can understand how some of this can be annoying. But I think there is   
   >a lot of ire that ought to be shifted back to Kroger management.   
   >   
   >When one customer doesn't understand how to handle a situation, you can   
   >write that off as a customer problem. But if many are having the same   
   >issues over and over, and it's driving employees crazy, there comes a   
   >time when managment needs to step in and figure out how to deal with it.   
   >   
   >It may be an issue of signage, better customer interfaces on devices,   
   >and so on. Or it may come down to simply figuring out better scripts for   
   >employee-customer interactions, so employees are better equipped for   
   >guiding confused customers through the process, and better prepared with   
   >standard verbiage that heads off problems and confrontations.   
   >   
   >Good retailers take the process of training customers seriously, and   
   >understand that businesses with a lot of repeat customers (like Kroger)   
   >benefit enormously from making the sales process easy. If it's not   
   >immediately obvious to customers that they can't just ask for 10 gallons   
   >of gas, then Kroger should think harder about teaching them what they   
   >can ask for.   
   >   
   >Realistically there is no way Kroger can get 100% of the world to   
   >understand its methods, but even incremental fixes can mean a lot in   
   >terms of generating repeat business and avoiding lost sales.   
   >   
   >The fact that you're bringing this here instead of feeling like it's   
   >something you can tell management suggests to me that Kroger's   
   >management isn't good at recognizing these kinds of problems, though.   
      
   This might not be a Kroger problem, necessarily. Each one of these gas   
   station chains makes its own transaction rules. A person who is used   
   to things at some other chain might be surprised she can't set her   
   process up exactly the same way at Kroger.   
      
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