What Not to Do – Food Lion
Food Lion is a regional grocery store chain with stores in the Southeastern US. I had an “interesting” experience last weekend while making a last minute run to the local Food Lion store for two cans of baked beans, an onion and a green pepper.
I’m in the express checkout line trying to navigate the payment pad when the clerk hands me a pad of preprinted forms and asked me to fill out one explaining why I thought he should be employee of the week. Seriously! So all this guy has done is swiped four items (remember this, it gets better) and pushed a button. Why should he be employee of the week? What things are being measured to qualify one for this honor? Still trying to focus on the difference between the “Yes” and the “OK” button on the payment pad, I told him I didn’t know why he should have that title, and he said, “that’s OK, just put it on the form”. So apparently, collecting the most forms makes you employee of the week. I guess working the express lane is a advantage in this contest.
Needless to say, I ignored the request. After I paid, I noticed that he had not put my pepper and onion in the bag and had, in fact, rung them separately thinking they belonged to the person behind me.
I’m pretty sure this program was something that the local management came up with. I’m sure they had the best intentions: improve performance of the team through competition and improved the quality of the customer experience, but their approach was completely wrong.
This program was focused on the employees, not the customer. It resulted in the employees being more concerned with scoring points that delivering consistently great experiences. The “express” checkout line was slowed down as a result and the overall customer experience suffered. Employee of the week/month programs are fine, as long as they don’t get in the way of what should be the primary objective: taking care of the customer.