Being "nice" is not limited to the individual

[pardes]

An interesting item about what happened at Whole Foods (http://www.life2point0.com/business/) when the checkout computers went down from Nick Smith's Life 2.0 blog.

[Irulan]

I don't get it. Why not just ask people to pay what they THINK they owe? Granted the use of cards makes it difficult, but I think that is more appropriate for the business model. Or, next time you come in, pay us what you think you owe when the computers are up and running. I don't follow the marketing logic, unless you get a bunch of moochers in there hopeing for the next computer glitch increases sales further down the line.

To me, giving people a chance to pay what they owe shows more faith in humanity and the overall goodness of people, than a giant giveaway.

[Mr. Bloom]

I applaud what they did, but I would have felt guilty walking out with the free food...but I would have been mad if they said they couldn't check me out without the computers ( I would have been thinking "where are the calculators???").

So, I agree with Irulan on the intermediate choices...I would have graciously returned at a later date.

[sundial]

When our stores lose power, people are asked to leave even as they make purchases. Why? The electronic cash registers can't make change and checks cannot be verified.

[SadieKate]

Depends on when the glitch occurs. If it was right after work when lines are long, people are tired and thinking about driving in a snow/ice storm, yanking around cranky kids, thinking about getting dinner on the table before heading back out for the high school basketball game, or whatever, I'm sure the store didn't want the lines slowed down as the clerks tried to hand calculate estimated cost. Besides, a lot of items no longer have marked prices but only bar codes.

I know my longterm marketing loyalty would have shot off the top of the scale and the next time I was in the store I'd contribute heavily to their holiday food drive or whatever charity they're supporting.

I think the ROI on that might be hard to calculate but still huge.

[Biciclista]

what did they do before computers? I guess they couldn't sell stuff back then. People bartered or stole? :cool:

[SadieKate]

People carried cash.

This isn't all one-sided decisions by the store.

[snapdragen]

I detest Whole Foods, but I think this was a very cool thing to do.:cool:

snap "doesn't carry cash" dragen

[SadieKate]

Where do dragons put their credit cards?

[snapdragen]

We have special pockets. :p

[Biciclista]

what's cash? A singer?

[bmccasland]

Once upon a time, items had prices actually marked on them, not silly bar codes. So when the lights go out, one could still add up the cost, and either pay cash or write a check.

I miss those days.... sigh...............

[yellow]

Once upon a time, items had prices actually marked on them, not silly bar codes. I miss those days.... sigh...............
On December 24, the neighborhood market (a real market, not a quickie mart) that we go to--that does NOT take credit cards, that does not use bar codes, and that has cash registers that the checkers punch the numbers in to--will close its doors for ever. We are heartbroken, as we love this market, which has been in business for 86 years. It smells like a market. It has a real butcher/meat counter and steaks are hand cut to order. The proprietor, Bill (whom we all knew) recently passed away and while his family worked in the market with him and could keep it going, they are ready to move on.

I suspect there are several others out there still, but they will disappear as their proprietors move on.

[OakLeaf]

People carried cash.

And tax returns were filed by people with pencils who had to do all their calculations either by hand, or on a machine that was separate from the ledger that kept the books.

Sales tax was calculated on the spot by cashiers who had to hand-separate taxable from non-taxable items.

Recordkeeping, as much as the sales transactions, is impossible when computers are down (or would take way too much time for people to stand in line). And the IRS doesn't much care for approximations and guesses.

[smilingcat]

Back when...

When cashiers told you that the total was $2.16 and you gave $2.25, they could tell you how much change to give you. Today's kids are sooo confused. or worse if its $9.35 and you give them $10.50 Oh wooowwww hooollld onnnn. why are you giving me $10.50 instead of just the $10.00 bill

sheesh.

I'm just wayyy too jaded to believe in pay what you thinkyou owe us. Engineers I work with are so &^%%$ cheap, they'll pay maybe 25% of actual worth if that.

Or maybe my outlook is somewhat jaded for living in NYC during the '78 brownout. local KFC's metal grate in front was torn off and place ransacked. So did the stereo store. Several of grocery stores also had their metal grate torn off and place ransacked. And furniture store too. Most desired items being hauled/carted away was mattresses, box springs. People were too poor to have a nice bed or were sleeping on the floor. only place untouched was the local pizzaria. I've seen local police taking a thick envelope under the counter from the proprietor.

Then my partner also had the pleasantries during Rodney King incident. She had a warehouse where she did manufacturing of gift items. One of the people patrolled the roof with a high-powered rifle to keep looters away.

Oh then there is her cousin who had just come back from 'nam and was working the beat as LA cop during WATT riot. yesserrie. He was in the midst of it. Ex-marine trying to return to civilian life as a rookie police dealing with the WATTS riot.

We also hate whole food. My partner had a jar of change so she tried to pay for it in change only like $5.00 worth of bill and the cashier gal made a scene and refused to accept her change. Mostly quarters. Store manager refused it too. So she walked out without the item but all the change in her pocket. so WE REFUSE TO SHOP THERE!! They can go to ^%$$&.

smilingcat

[snapdragen]

smilingcat and snapdragen, together we shall bring WF to their knees. :rolleyes:

[DebTX]

I really liked that story.

Not just a good story about "Whole Foods" - but also about leadership.
This manager stepped up and made a decision about how to handle something unexpected and difficult.

She didn't have time to consult, and make lists of pros and cons - her customers had ice cream melting in their carts.

I applaud her for making a decision in the best interests of the customers. Reminds me of the kind of decision making I see at Nordstrom - where the right answer is always "What is easiest for the customer?"

[tulip]

And tax returns were filed by people with pencils who had to do all their calculations either by hand, or on a machine that was separate from the ledger that kept the books.

Sales tax was calculated on the spot by cashiers who had to hand-separate taxable from non-taxable items.

Recordkeeping, as much as the sales transactions, is impossible when computers are down (or would take way too much time for people to stand in line). And the IRS doesn't much care for approximations and guesses.

I carry cash and I do my taxes with a pencil and calculator. I have two houses and a home business. It's not rocket science.

I don't shop at WF (when there was one near me it took nearly all of my cash, and now there's nary a WF to be found in these parts.) I think what they did was really the best thing though. They more than make up that difference in a very short time.

[OakLeaf]

It's not rocket science, but it's way more than the cashiers are trained or equipped for, and it's potentially a big liability for the corporation. Keeping the books at a national chain may not be any more intellectually complex than doing the books at a small business with one location and a handful of employees, but it's several orders of magnitude more complicated on a practical level.

I'm not a big fan of Whole Foods either, but that's really only because they're a big national chain that behaves the same way as any other big national chain. I admit I shop at supermarkets. I patronize locally-owned natural food stores, farmers' markets and farm stands, but sometimes I just need, oh, say, baking soda; and other times my commitment to buying local and organic produce falters in the face of seasonal monotony or plain absence. Now if I had both a Kroger's (union) and a Whole Foods (non-union, but better selection) locally, that would be a tough choice.

[pardes]

I really liked that story.

Not just a good story about "Whole Foods" - but also about leadership.
This manager stepped up and made a decision about how to handle something unexpected and difficult.

She didn't have time to consult, and make lists of pros and cons - her customers had ice cream melting in their carts.

I applaud her for making a decision in the best interests of the customers. Reminds me of the kind of decision making I see at Nordstrom - where the right answer is always "What is easiest for the customer?"

Phew! Thanks Deb! I was regretting posting it and wondering if anyone would just take it at face value. I'm pretty shocked by the level of "yes, buts...."

Anyway, Happy Holidays!

[spindizzy]

I think this was a great story about leadership and customer service - a commodity that is lacking in many of the stores that I make purchases within. Though people may have had bad experiences at this store- this story is about a company that empowers and supports some of it's employees to make on-the-spot decisions that may impact future sales. Who knows, maybe some of the people have gone back to pay, perhaps some have made a donation to a charity in lieu of paying the store and their is undoubtedly, some people that have enjoyed their "free" groceries.

My thoughts....

[salsabike]

And, actually, I quite like Whole Foods.

[Irulan]

We don't have a WF, they visited and deemed our fair city not cool enough.


We have a great locally owned place though.:D

[PamNY]

Pardes, I thought it was an interesting story and I'm glad you posted it.

I've never understood the wrath provoked by Whole Foods. It's not my favorite, but since no one forces me to shop there, I don't see a problem.

I do plan to complain about their lack of bike parking as soon as I research the issue and know for sure that they could have done better. But I'm only doing that because of their overuse of moralistic signage, which will be fun to quote in my complaint.

Pam

[Dogmama]

[QUOTE=OakLeaf;389633]
Sales tax was calculated on the spot by cashiers who had to hand-separate taxable from non-taxable items.

QUOTE]

Tee-hee. I remember when all items were taxed, food or non-food. And the grocery store gave out Gold Bond stamps that you could redeem for camping gear at your local Gond bond store. That's after licking all the stamps, putting them in books & un-sticking your tongue from the roof of your mouth.

[tulip]

I just think they are too expensive, is all. I think they provide a good work environment though. I have a couple of friends who've worked at WF for a long time. They ought to have bike racks in front!

[snapdragen]

My WF hatred stems from our local store (Campbell, CA). On two different occasions I bought seedless watermelons. Both times when I got the melons home and cut them open, they were rotten. When I complained, the manager told me I should have had someone at the store cut the melon open before I bought it. In other words, it was my fault they sold me rotten produce. Then there are the moldy scones they were selling in the bakery.

[Tuckervill]

We pay taxes on everything in my state. Although, our governor has been trying to lower the sales tax on groceries incrementally. Currently at 3% down from like 6. Municipalities also add sales tax, so I don't know how much it is on groceries from area to area.

Karen

[pardes]

But I'm only doing that because of their overuse of moralistic signage, which will be fun to quote in my complaint.Pam

Please post a photo. I love bizarre signage.

[salsabike]

My WF hatred stems from our local store (Campbell, CA). On two different occasions I bought seedless watermelons. Both times when I got the melons home and cut them open, they were rotten. When I complained, the manager told me I should have had someone at the store cut the melon open before I bought it. In other words, it was my fault they sold me rotten produce. Then there are the moldy scones they were selling in the bakery.

Stupid manager tricks. Hoping that's local, not a Whole Foods corporate policy.

I actually had something similar happen with green peppers at the neighborhood QFC. They took 'em back, offered to cut open three more, the three were fine, and they gave them to me for nothing as a compensation for having to return rotten ones.

[Blueberry]

My WF hatred stems from our local store (Campbell, CA). On two different occasions I bought seedless watermelons. Both times when I got the melons home and cut them open, they were rotten. When I complained, the manager told me I should have had someone at the store cut the melon open before I bought it. In other words, it was my fault they sold me rotten produce. Then there are the moldy scones they were selling in the bakery.

I'm thinking that's abnormal for them (or we have a really good store). I've gotten bad produce a few times (similar situations), and I've had things cheerfully replaced. Sheesh. Cut it open in the store...what a PITA! No wonder you don't prefer them!

TJ's, on the other hand - they'll take anything back cheerfully - even if you just didn't like it!

I have trouble finding the foods I want at "normal" stores, and our alternative whole foods-type places have always been even more expensive:(

CA

[msincredible]

My WF hatred stems from our local store (Campbell, CA). On two different occasions I bought seedless watermelons. Both times when I got the melons home and cut them open, they were rotten. When I complained, the manager told me I should have had someone at the store cut the melon open before I bought it. In other words, it was my fault they sold me rotten produce. Then there are the moldy scones they were selling in the bakery.

I have returned moldy grapes to my local WF (San Mateo, CA) and they cheerfully took them back and refunded me and apologized.

[snapdragen]

We have some local stores that I much prefer over WF, better produce, much of it locally grown, no attitude, prices are better too. I also love Trader Joe's, I'll be heading there this morning. :)

[Pax]

Good on the manager for taking the initiative!

I wish I could complain about WF or TJ, but I live where we have neither. We have a small local food co-op and a small veg place, both will run you $5.80 for the same box of cereal that costs around $3.70 at WF and $2.50 at TJ's (I've shopped those places when visiting other cities). I appreciate that the local places offer so many organic choices but it's cost prohibitive to shop there. :(

[tulip]

Pardes, your WF did a good thing. If I had one nearby, I'd probably regularly go over my grocery budget there. Come spring, I'll once again be growing most of my own veggies, and the farmers markets around here are pretty good for additional items. I also like to bake my own bread, and once my kitchen is done, I'll start that up again, too. I get my beef and bison directly from two local farms. I'm still trying to find a local farm to get chicken, though. Fish is a bit trickier, and I do go to the local organic store for fish, and for my Dr. Haushka face stuff. I pay a premium there, and it's a bit of a hike (but a nice bike ride through urban Richmond).

The local grocery store chain here (Ukrops) has a good selection and variety of foods--produce and packaged stuff. They have alot of organic offerings at good prices. I get my wine from a specialty shop. Ukrop's is family-owned (but definitely not mom-n-pop) and the family sticks to its values and so the stores do not sell alcohol and they are closed on Sundays. I have no problem with that; I just go elsewhere for those items and I plan ahead so I won't need anything on Sunday. If I do, there's a Kroger nearby.

I can't imagine Kroger doing what WF did (not so sure about Ukrop's).