Company Blog

Howdy Partner

by Adam Zack — July 31, 2015

Over the past 25 years I have seen many, many grocery store employees treat salesmen, delivery drivers, merchandisers, repairmen and other vendors like $@#*. I think it’s some kind of junior power trip, where they know they have some leverage because, after all “I’m the customer! I’m paying this guy’s salary by letting him (or her) sell to me!” It’s like they are in Bizzaro World and do the exact opposite of how they are taught to treat their customers. And you know what happens after the vendor does his job and leaves the store? He runs into other vendors, and employees in other stores, and his family and friends and says something along the lines of “You’re not going to believe what an @*&^%$#@ the guy at XYZ Market is! If I didn’t have to deliver to them, I’d never go in there!” And the word gets around.

So where do these employees get this behavior? Were they beaten like redheaded step-children as kids? Were they bullied in their youth and are now getting their revenge? Or are they just following the example of person who trained them and other employees they have observed? Whatever the reason, it is management’s responsibility to create a culture of respect and courtesy with their store. It obviously starts with the customer who comes through the front door, but it has to continue to the plumber’s helper who is just there to pump the grease trap. (And if there ever was a job that deserved a little respect and sympathy, it’s the guy who has to pump the grease trap. There are few more vile odors on the planet.) Besides just being the right thing to do, fairness and respect comes back in dividends. Like when the floor sinks back up on a holiday and you need that plumber. Or when you unexpectedly run out of bread on the weekend and need the driver to make an extra stop. Or when you are having a grand opening and need prizes and special pricing from the salesman. Treat them right, and they will go the extra mile for you.

One of our clients actually has annual awards for vendors. They give them gifts and plaques. They acknowledge them to their bosses. They let them know that their efforts to make the store better and more profitable are appreciated. And you know what? That retailer is, in nearly every way, one of the top stores in the entire country. It’s not just the salesfloor that matters, it’s the back door too. You are partners with your vendors. You need them, just as much as they need you, and together you create a partnership that benefits you both. So next time you see the exterminator, thank him for keeping the rats and roaches at bay and tell him what a great job he’s doing. It’s good karma.