Carried Away
System + flexibility + initiative = a recipe for success!
So I ditched the market and trekked to a well-known grocer in a well-heeled suburb.
The produce looked better and I was allowed to touch it.
Alas, the prices were very high.
Would I get over them?
Local Hero
The locals certainly seemed comfortable.
They thronged the aisles, pushing mini trolleys and chatting about school plays. Uniformed staff wove among them, renewing displays with dew-kissed offerings from the field.
I went through my list and assembled a cornucopia of peerless beauty. I felt I should paint it, not eat it.
At the register, the lass asked if I wanted bags or a box.
I chose box, then averted my eyes from the mounting toll.
Best in Show
On a prominent wall, a decoupage of plates, photos, trophies, letters and certificates proved by weight and volume the absolute incredibleness of the place.
This is top-notch fruit, I thought, but it’s still just fruit. Why all the carry on?
Then the lass asked if I wanted ‘carry out’.
I’d noted a stream of bright youths heeding carry out calls from the tannoy.
Though thankful I still had strength to hold my own, I was curious about this service. It seemed as ancient as gas station driveway attendants. So I quizzed the lass.
Vox Pop
Do you always ask customers if they want carry out?
Yes.
[OK, it’s a system.]
How many people go for it?
About half.
[A popular system!]
Is it mainly older people who want it?
No. Some get offended if you ask them. Mums with kids like it. The people who get most upset are big blokes. I think they feel threatened.
[A fallible system?]
So, if you have to ask everyone, how do you not offend people?
Well, if we’re pretty sure a customer isn’t going to appreciate the offer, we don’t ask.
[Flexibility.]
Really?
Yeah, we’re allowed to use our judgment. And you get a pretty good feel for people once you’ve been here a while.
[Initiative.]
Wow!
Reflection
Someone had given great thought to the small matter of carry out – creating a robust yet supple system that honoured staff and clients alike.
If management could take such trouble over this, what care must their produce receive?!
As the receipt slid past my bounty, so did my concern.
I was sold.
And you?
Paul Hassing , Founder & Senior Writer, The Feisty Empire
Did you enjoy this post? Why not leave a comment below and continue the conversation, or subscribe to my feed and get articles like this delivered automatically to your feed reader.
Reflection 2:
Beware of Expensive Looking Humans Wearing Degrees – they seem to have an uncontrollable predisposition for taking common-sense, everyday and even quite innocuous and seemingly inane activities and events, renaming them as there own (often in groups of 3), as several kinds of easy to use ’systems’ and the writing about them in books as if they’d just been discovered
Given the opportunity to find out what ‘their own devices’ actually are, I don’t think people are as dumb as people think…what do you think?
Another fine cornucopia ol’ Bean…had me diving for the dictionary this time…”decoupage of plates”? ‘noice’!
Cheers
Stephen G
Thank you, Stephen: we’re one-all in the dictionary stakes.
I’ve formed the sad opinion that humans are much dumber than they think (especially me!). That’s why little rays of common sense are to me what Play Doh is to infants.
I wonder, now, whether this carry out system is written down anywhere. If it is, will that make this story better or worse? I shall ask on my next visit. Best regards, P.
PAUL,
I love this store! And your story.
Relationships, and the willingness to build them – are what makes a business glow in the eyes of customers like me.
Not every customer wants a relationship. But more do than don’t.
Your analogy to old fashioned driveway service at the gas station is a good one. Most of us miss it.
As an ex-pat American, I picked up on ‘gas station’, as it’s not the usual term used by an Australian.
A great post. Thanks for writing it. Hopefully you’ll give us the name of store so your readers can flock to it.
Best wishes and take care,
Carol
Carol Jones
Director
Interface Pty Ltd
Designers of The Fitz Like A Glove™ Ironing Board Cover
http://www.SimpleSolutionsForDifficultProblems.com
Thanks very much, Carol! I’m so glad you appreciated ‘gas’.
I wrestled with ‘petrol (gas)’ as I value our American readers. But the cadence just wasn’t right.
In a rare show of allied esprit de corps, I overrode my usual antipathy towards Americanisms. How cool that you picked it up!
Great story Paul! And how were the groceries, after all that?
Thank you, Ad!
The groceries were the best I’d ever tasted.
Had me reaching for a fruit smoothie instead of a Coopers Sparkling Ale.
And that’s saying something!
I have heard of fruit. It puts the basket* in the middle of the floor, and then we have three swerves a day, around it to the chocolate biscuits.
Best, Adam
*Layers of stupidity at work here.
… otherwise it gets the hose?
Aye. Otherwise it gets the hose.
Ha! First level of meaning penetrated!
Only 14 to go!
So if you eat the fruit then you will lose weight and may have to take a friend to the dungeon lest there not be enough to go around. Hmm, quality not quantity.
Great poston a really switched on business. Not many business owners can provide a system AND flexibility. Glad the product met expectations. Image all that good work and then having the product fall down in quality.
Yet that’s exactly what so many business do!
Bt the way do you know if Adam owns an axe?
Thanks, Malcolm.
I don’t mind spending money. I do hate wasting it. I’ve never paid more for fruit and veg in my life, yet I’m content.
Guess that’s the joy of operating at the high end when you’re a supplier. Premium service for switched-on clients who are happy to pay top dollar. Sure beats slumming it at the bargain end of town.
Adam owns an axe, but that’s just a cover. His methods are infinitely more subtle …
It sounds like they have a winning receipe. If the aisles are full of chatty locals, that’s usually a positive sign. Nice
See how it holds up with more visits = consistant.
Ensha
I’ll definitely keep you posted, Ensha. Many thanks for your visit!
This story brings to mind your post a few weeks ago about setting up systems, and my subsequent comment including a quote from Peter Drucker about productivity being linked to decision making.
The fact this company recognises there is value in letting people make decisions and choices themselves is a good thing for them. The fact that they encourage the staff who are so often at the bottom of the pay scale (the checkout staff) to make these calls at their own discernment is impressive!
Good on ‘em.
Too right, Stephen. Glad you agree. Cases like this are so rare, they really stand out.
You could even say it’s a classic case of:
Yes! We have no bananas!
That song just brightened up my day immeasurably!
That’s one of the main reasons I’m here, Cobber! Cheers!
Bit late in joing in the conversation (computer problems)
Glad to see you found an alternative. I have 2 fruit shops I visit, both are great and offer this service. One also offers home delivery.
The one thing I have noticed is in both stores the staff are happy and strike up conversations, willing to help I have yet to see anyone complaining if the lines are a little long.
Also one has the best Chargrilled Tuna dip ever, are well known for it and charge $33.00 a kilo or about $12 for a small tub and demand increases with every price increase.
Sorry to hear that, Susan. Few things ruin your day like IT dramas. Glad you’re here now.
Thanks for adding your observations to the mix. With any luck, we may be able to get one of these mythical veggie vendors to grace our screens.
Grrr! Had to go to the market again this morning. Thought I’d try another fruit seller.
Chatted to him about how all the good strawberries are down from Queensland and how the season is over here.
Gave him my chosen punnet. Paid him. Got my bag. Left. On the way home, Fonnie asked if I’d noticed that he’d switched my choice with a punnet close to his register. Carried away with optimistic bonhomie, I had not.
The ROTTER! We’re only talking $3.50!
Market fail x 2. Back to my suburban grocery haven.
PAUL,
Greetings from rural Australia.
Grrrr! I loathe and despise anyone who dupes me. I’m unforgiveable in my opinion of them from that moment on.
To lose a customer for $3.50 is so short-sighted.
What about this scenario? Knowing the strawberries close to the counter are damaged goods, he has a sign saying:
“These strawberries will make a delicious strawberry frappe. $2 per box with every purchase of a $3.50 box of strawberries.”
I’m sure he’d have no problem moving them off his register.
You write your story very well. Very emotive. I caught every nuance of disappointment and anger.
I’ll be back for more.
Best wishes and take care,
Carol
Carol Jones
Director
Interface Pty Ltd
Designers of The Fitz Like A Glove™ Ironing Board Cover
http://www.SimpleSolutionsForDifficultProblems.com
http://www.InterfaceAustralia.com
Great to see you back, Carol! Thanks for your solidarity. Your idea is excellent, though I won’t be returning to advise that chap any time soon.
Many thanks also for your kind thoughts of my writing. Your words are music to my fears! You can come back ANYtime! Best regards, P.
That is rotten behaviour.
What is going through peoples’ minds when they think they can get away with something like that?
Truly.
( NB: I think I got the use of the apostrophe correct: Place an apostrophe after the “s” when you are dealing with a possessive plural that has an “s” at the end.)
Hi, Zoe. I love that you care about apostrophes. It’s so rare!
You’ve chosen a particularly difficult case. People is plural already, so if it belongs to people, it’s people’s.
Thus: People’s Republic of China.
If, however, you were talking about several peoples (e.g. ethnic groups) then your treatment would apply. But that would be an extremely rare use.
So, you get 10 points for effort and 9 for effect.
And a big phat elephant stamp for giving a damn! Thank you for stopping by.