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National Customer Service Association
...Customer First

:: Hire Enough Help!

We are visiting in another state for the winter and shop at a grocery store that is part of a major chain. They are, overall, relatively well staffed and stocked and keep the store clean. The only exception is the deli which is VERY popular. The products are excellent, fresh and the prices good. The problem is ALWAYS that they are short-staffed. Typically one clerk waiting on several customers; occasionally two staff. The staff are friendly and diligent but it isn't unusual to wait 30 minutes for service! There is no numbering system so customers have to count on one another to say who is next in line.

Customer Service Opportunity: Do a study of your peak times and staff accordingly. Customers should never have to wait in a line for 30 minutes at a deli for service. Establish an economic queueing system so that customers will know who is next as will staff. Customers are the reason you are in business—they can go elsewhere for your products. Serve them to the best of your ability every time.