At a Woolworths supermarket a couple of days ago, after the required questions of: How’s your day been? and Got much on tonight? the checkout person handed me a new Freddo biscuit product from Cadbury. Here she said and continued scanning my purchases. I’m sposed (SIC) to give everyone one she then said with a sigh – it sounded like an excuse. I dunno why she continued, rolling her eyes and shrugging her shoulders.
I hope Cadbury is not paying Woolworths to hand out these sample packs. If their goal was to get them in the hands of shoppers to sample the product I guess it worked … but you’d want it done with some professionalism and grace, you;d want it to be respectful of the brand.
If their goal was to make us feel good about the gift or to be given it with any context, it failed.
Through her execution of the promotion this checkout person told me she didn’t like her job, would do the bare minimum required and even undermine attempts by her employer to grow sales.
The experience was out of synch with the current Woolworths TV commercials promoting friendly service. It was also our of synch with the promotions run on their in-store radio.
The whole experience was a reminder of how much we rely on our employees to pitch our message and meet our customer service objective. It left me wondering if there was something this employees supervisor, manager or some other person could do to have her better reflect the customer service experience Woolworths advertises I will get.
Oh, yes, the Freddo biscuit was a treat.