Cheap Whine
This Phoenix New Times blog item quoting a snarly Starbucks barrista clicked with this Drew Carey quote:
"Oh, you hate your job? Why didn't you say so? There's a support group for that. It's called everybody, and they meet at the bar." -Drew Carey
And actually, I'm writing about Starbucks and Trader Joe's in my next book as companies that have a culture of niceness (feel free to let me know of any others you can think of).
At my favorite Starbucks (my favorite because the staff and many of the customers are pretty great), there's one particular barrista, Pam, who has a smile that hits you like a block off. I think of her as sunshine with legs.
via Beth Cartwright
I don't know if it's part of their culture or not, but I ALWAYS get good, friendly service at the two Safeway stores I frequent.
Ann at June 30, 2010 1:47 PM
Wegman's grocery stores. It's an east coast chain, based out of Rochester, NY. Beautiful, clean stores with friendly, helpful, cheerful staff. Huge international wine and beer selection. Went in a few months ago to find a new beer for the hubby, and the wine/beer dept manager talked to me for 20 minutes to find the right beer, which was a huge hit.
UW Girl at June 30, 2010 1:56 PM
I'll give a thumbs up for niceness to True Value Hardware stores. Seems like every time I walk in to one of those, I'm treated as a friend. Then again it doesn't hurt that I was in and out of one TVH four times today - which is becoming to frequent of late. Figure won't be long till they are asking if I want to invest into the business!
Rue at June 30, 2010 2:03 PM
Thanks for these. And I generally get nice service at a lot of places (except from one lady at the post office who I can count on to be snarly) -- probably because I smile, say "How are you?" and I'm not on my cell phone at the register.
Amy Alkon at June 30, 2010 2:04 PM
I've always gotten good, friendly service at Home Depot. And I'll put in a plug, surprisingly enough, for my local branch of the NJ DMV. Renewing a driver's license is always a pain, but the people staffing the place are helpful and kind.
kishke at June 30, 2010 2:31 PM
Saying hello can go a long way. I found this is true in video games, too. I play World of Warcraft, and PuGs (pickup groups with strangers) have a rep for being full of jerks, but I found the jerkitude goes way down if I just say hi.
MonicaP at June 30, 2010 2:51 PM
Amy Alkon
http://www.advicegoddess.com/archives/2010/06/30/cheap_whine.html#comment-1728306">comment from MonicaPI also find that if I ask somebody to pipe down on their cell phone in a coffee place, the ones who are impolite will snarl back -- until just one other person says something like, "Hey, man, it' was actually bothering me, too."
Amy Alkon at June 30, 2010 2:56 PM
HEB is a grocery store that first drove most other chains in Texas out with superlow prices and huge, get-it-all-done stores a la WalMart (not that there's anything wrong with that, in my book). In the last few years, as Wal-Mart supercenters have gotten more dominant and even cheaper, HEB has had to compete by being "nicer". Near my house, there's a Wal-Mart and an HEB right across from each other, and the competition between the two over which store is more community-involved (sponsoring little league teams and school mathelete games and the like) is hilarious, because there are clear winners in the other two departments---HEB is nicer, and Wal-Mart is cheaper.
Jenny Had A Chance at June 30, 2010 3:50 PM
UW Girl, I couldn't agree more about the fine, friendly service at Wegmans Supermarkets! Our family discovered the Wegmans chain when we moved to the Lehigh Valley from NYC, and we've always had friendly service from folks who really go the extra mile for you. They're versatile, too; when my mom died, the Wegmans florist was kind and sympathetic, and went out of her way to help us create affordable yet beautiful flower baskets for Mom's memorial, including keeping the flowers fresh and lovely for the trip from PA to NYC. Every town should have a Wegmans!
DorianTB at June 30, 2010 4:01 PM
Can you tell me more about Wegmans? Is it family owned? Does it seem there's a culture of niceness there specifically, or that it's just the sporadic nice employee?
Anybody who's worked for Starbucks want to weigh in? How is their training vis a vis dealing with customers different than other companies?
Amy Alkon at June 30, 2010 4:45 PM
'Sunshine on legs' is obscene somehow.
Offtopic— As I finished Hitch's memoir over the weekend, age 60 seemed a little early for it. Now he's probably glad he didn't put it off.
Crid [CridComment at gmail] at June 30, 2010 5:55 PM
I used to shop a Wegman's in Honesdale Pa. It really was a nice experience, but they were right across from a Super Walmart, and they just couldn't compete on price, so were usually pretty empty.
kishke at June 30, 2010 6:01 PM
Les Schwab tire centers are very helpful and efficient:
Jason S. at June 30, 2010 6:19 PM
I've only done Wegman's a few times when I've been home to PA.
They're a regional store on about the level of a Ralph's depending on which store. Ralph's is a subsidiary of www.Kroger.com. Some are fantastic. Others are average.
But I will take a Kroger any day over Wal-mart. I like being able to actually talk to a butcher/ meat-cutter. Not just buy what's in the package.
Jim P. at June 30, 2010 8:11 PM
Anyone else have experience with Publix? The three near me that I frequent are all great. Super nice employees that actually help you if you ask. The deli people are always nice to me, as are the people at the bakery. There's one about a mile from me that I go to all the time, and I don't think I've ever had anyone surly. Bonus: their store brand products are really good quality.
Speaking of coffee establishments, Amy, I saw Ristretto Roasters in an ad for the Verizon Droid.
NumberSix at June 30, 2010 8:43 PM
Amy Alkon
http://www.advicegoddess.com/archives/2010/06/30/cheap_whine.html#comment-1728354">comment from NumberSixNancy blogged about that Verizon ad. So cool! And thanks, re: Publix, Les Schwab, etc. These are really helpful, these suggestions of companies to look at.
Amy Alkon at June 30, 2010 8:59 PM
I worked at Disneyland for years (in the 90's), and that's a company that has made an art form out of training employees to be friendly! It helps that they also try to hire cheerful personalities, at least for the "onstage roles."
The thing I liked about them is that they understood that no matter how friendly you may be, everyone will have completely sucky days and guests at Disneyland can be brutal. So they teach you ways to suck it up, put on your "stage face," and fake it. But I don't think it usually comes off as fake and insincere; the idea is if you can't quite be cheerful, you can at least always be polite, nice, and helpful. And always be empathetic to guests' problems.
The focus was always supposed to be on the guests; you were expected to check your personal problems, drama, and bitterness at the door. And then after your shift, head across the street to Denny's for a bitchfest over sundaes!
I mean, Disney is a pretty extreme example; they're known for being rather militant in their expectations of friendliness. However, I did learn how to keep my personal life out of work and keep the focus on the customer, which is a great lesson.
Les at June 30, 2010 9:40 PM
Safeway grocery stores were quite friendly. I have not been in any much recently. They were sued by their employees over it http://www.allbusiness.com/legal/legal-services-litigation/6912813-1.html
Applebee's have generally been quite friendly too.
I think business type is a much better indicator. All grocery stores have seemed quite friendly to me. Coffee shops are either very friendly or the "too hip" type of place. Starbuck's would in my experience be at the bottom of the friendly Coffee shops. I guess Tully's isn't much better. The really friendly places are the local micro-chains - just a few locations.
I dated a Starbuck's brew master trainer (or something like that) for a short time a very long time ago --- say around 10 years ago. She never mentioned anything particular about requirements about being friendly.
The Former Banker at July 1, 2010 12:48 AM
The store I worked for several years ago focused a great deal on friendliness. Not all the employees took it seriously, but there were incentives to us for being friendly. Mystery shoppers used to come in all the time and rate us. We had star levels of achievements, and we got paid days off for reaching a certain level. We even had a friendliness coordinator that worked part-time to deal with the paperwork. Customer commendations were taken into account as well. Part of our annual review/raise depended on our commendations and mystery shop ratings. Sadly, Hecht's got eaten by Federated and they're all Macy's now. They did away with the friendliness levels and focused less on mystery shops and commendations for raises (subsequently focusing more on instant credits opened--which I sucked at).
I left there after five years to be assistant manager at B. Moss, which was a small family-owned chain that focused even more on customer service. Right after I started, my DM had the idea to put our mini chalkboards on all the fitting room doors so we could write customers' names on their doors. That way, they could shop with a reserved room and we could address them by name when we helped them. I know of some other stores that do this, too. I loved working with that level of customer service, like knowing many customers by name and style. I had a woman who lived in Texas (I'm in Tennessee) that would call me to shop for her over the phone for things she'd seen online. Probably the nicest woman I've ever met, and she gave our store tons of business because she liked the way we dealt with customers. She'd bring us cookies and treats when she was in town. Sadly, B. Moss filed for bankruptcy about a year and a half ago and then closed all the stores, so that's one more customer-service oriented business gone. It's available online only now, but it's not nearly the same.
NumberSix at July 1, 2010 1:26 AM
Nice Starbuck's barristas? I have to catch a plane to see them. Here we get people with exceptional Eastern European gloom and a manner of high priests of caffeine.
By the way, how did you catch those Russian spies? I bet their gloomines uncovered them.
hipparchia at July 1, 2010 1:45 AM
If you want companies with a reputation for great service, and are also great to their employees (The two are related) I recommend Southwest Airlines. I could tell you stories you wouldn't believe.
David Knights at July 1, 2010 2:38 AM
Yes, Amy - Wegman's is family owned, which explains a lot.
They are expanding rapidly, but I hope they never lose the friendly, family-style service I've found everywhere from Collegeville to State College (both in Pennsylvania).
Pete the Streak at July 1, 2010 4:47 AM
I recommend Southwest Airlines
I love Southwest. Call it a cattle car all you want, they are quick, efficient and I have never encountered any problems when I fly with them. And the staff is very friendly when you board the plane and when you exit. I flew American recently, and needless to say I was not happy and don't plan on flying them again.
sara at July 1, 2010 5:42 AM
"HEB is nicer, and Wal-Mart is cheaper."
HEB is fantastic. On food, I find them cheaper though, and they sure as heck have better meat and produce.
Les, I worked for Disney too. They take customer service very, very, very seriously, and are good to their employees. My boss used to make the rounds with either gatorade or hot chocolate, depending on weather, since we could not leave our stations. I was at Disneyland a few weeks ago, and was HIGHLY disappointed by the service. I've contacted them about it. When you spend your life savings to go somewhere, they damn well better be stellar IMO.
I love southwest too, although I've had some snarly people there.
momof4 at July 1, 2010 5:47 AM
Amy Alkon
http://www.advicegoddess.com/archives/2010/06/30/cheap_whine.html#comment-1728442">comment from David KnightsDavid Knights, those Southwest stories would be helpful, because I'm going to compare them to other airlines.
Thanks, everybody, who's been weighing in.
NumberSix, can you also say more about this? The store was Hecht's?
Amy Alkon at July 1, 2010 6:48 AM
Every employee I've encountered at Wegman's has been friendly and helpful. They are family ownened, and definitely believe in taking care of their employees. They are always rated in the Fortune Co. top 100 companies to work for, they give out employee scholarships for employees to continue their education, etc. Their stores are huge, bright, and clean. Some of the larger stores even offer a child drop for 45 minutes. You can leave your child, ages 18 mos to 5 years, in a fun playroom while you shop in peace. How's THAT for service? Wegman's is a bit more expensive, but I am definitely willing to pay for all of those extras!
UW Girl at July 1, 2010 6:53 AM
Wegmans is usually rated somewhere in the top 10 of the top 100 companies to work for. Their secret, for free: They take care of their employees, who are then quite happy to take care of the customers. If you don't work, or aren't reliable, you are gone.
Another little secret: Their store branded products are good. At least as good as the national brands, but cheaper. Wegmans is only marginally more expensive than the cheapest places for most things, and the quality is untouchable.
I'm going to shut up. Mrs D works for the competition.
MarkD at July 1, 2010 7:11 AM
I gotta tell you that Publix grocery stores (in South Florida) and Fresh Market (similar a Whole Foods but smaller and less trendy) are up there for me. I have always had great service at them and the customers are usually, more or less, polite and gracious. And, they are actually quite affordable to boot. Publix's motto is "Where shopping is a pleasure". (And they have really good commercials! There is a Christmas one that makes me cry everytime.)
Sabrina at July 1, 2010 7:27 AM
I loved Publix when I lived in florida. Great store.
momof4 at July 1, 2010 7:42 AM
I can vouch for Trader Joe's. All the people are always nice and seem very interested in you in the few moments you spend at the register during your transaction.
Willa at July 1, 2010 7:59 AM
Southwest is amazing. They are the only major airline that has NOT effed me over royally, and they're the only one I have Awards with because I fly them so often(I'm in a long-distance relationship, and, even if SW is slightly more expensive, I fly with them). A lot of it is that they don't charge you (ie, rob you) to check a bag
...but a big part of it is their culture of friendliness.
1) They let service members leave the plane first when it lands and ask the other passengers to give them a round of applause.
2) The pilots usually have a sense of humor. I flew into Milwaukee for Christmas, and the pilot announced, "Welcome to Las Vegas. Temperature is 75 degrees with clear skies. Just kidding. Welcome to Milwaukee. It's cold. Happy holidays."
3) The flight attendants have a sense of humor. I took a flight completely hung over a year or so back, and one of the flight attendants figured it out and messed with me in a friendly way the whole flight, including bringing me water and saying, "OK sweetie we better get you hydrated."
I know a couple former SW flight attendants, and they used to gently rib customers too. Flying is a miserable experience,and this makes it slightly less so.
4) Also, around Christmas a few years ago, one of my flights was delayed. They guy working the desk at the gate was a great singer and started leading the crowd in some Christmas carols. And then some random dude started beatboxing. Lifted spirits a lot.
5)Their employees smile a lot, and it doesn't come across as fake.
sofar at July 1, 2010 8:15 AM
I think that's the worst thing about SW: Their sense of humor. I want airline people to be about 99.73% serious, and they're about 67% serious.
Can we talk about the foxy Commie spy now?
Crid [CridComment at gmail] at July 1, 2010 8:33 AM
I usually shop at local markets such as Seven Mile Market in Baltimore (single location) and the local kosher butchers. The relationship is good because the owners are members of the community and live and worship here. Since they are also active in the store, the employees learn how to behave.
Sabba Hillel at July 1, 2010 10:27 AM
I'm actually in the process of writing a letter to American Airlines. I just returned from Costa Rica and needless to say it was NOT a pleasant experience. Snarly, rude, inept stewardesses, threats of police intervention against me for a non-issue, and the cancelled flights, the numerous delays and the headaches were never ending. A flight schedule that should not have exceeded 7 hours in either direction turned into a 16 hour day going to Costa Rica and a 15 hour travel day coming home.
sara at July 1, 2010 12:19 PM
I'll put my name down for Publix too. I probably cook about as often as Amy does (with little to no knowledge about spices, herbs, and other recipe staples [ie: Worcestershire sauce]) and when I need help at Publix, they always try their best. Even the teenaged kid stocking the potato chip aisle is willing to walk around with me trying to find me what I need. It's awesome. In addition, I have such faith in them that I'm saving up to take some of their cooking classes in the future.
Most locals feel the same way. While Winn-Dixie is a Jacksonville native, the locals here are quick to defend Publix. When the local alt-weekly dissed Publix for using migrant farm workers, they got quite a few letters in the store's defense. Customer loyalty was pretty fierce.
I've never flown SouthWest, but anyone I know who's used it has sung their praises. Even my dad - who loathes flying.
I've never had a bad experience at Walt Disney World. The cast there has always been very tolerant, very kind, and incredibly cheerful. I usually go once a year or so, and they'll help you with anything with nary a grimace. I took my first Disney Cruise this spring, and they were also AWESOME. Recognized us, chatted with us, and made the whole thing *special*. I'll sing their praises any day.
cornerdemon at July 1, 2010 12:30 PM
I'll jump on the Southwest train, too. I've never flown another airline with flight attendants I'd deem "nice." Competent, yes. Not rude, yes. But nice and friendly I've only gotten with Southwest. And I've flown with them a lot. I put them in league with J. Alexander's, if anybody has one of those, for best-trained staff. Southwest seems to focus on being friendly as a part of the training. J. Alexander's has the best staff of any chain restaurant I've been to. They don't let them out on the floor until they're properly trained, which includes being really friendly while still being efficient.
Sabrina: ditto on Fresh Market. I always thought it was a trendy, expensive store until I shopped there. The quality of meat and produce there is great (my family loves their New York strip steak-- they say it's as tender as a filet). They're always super-helpful, too.
Yes, Amy, it was Hecht's. Sadly, it is no more. It was a family-owned department store in the D.C. area when it started, then it became a semi-national chain. It was mostly in New England, I think, and no one around here had ever heard of it before they put stores in some of the malls in the Nashville area. It wasn't on par with Castner-Knott (anyone remember that one?) as far as full customer service went, but they did focus more on friendliness than any major department store I know about. It was always a significant part of our reviews for raises, which helped me because I wasn't pushy enough to get instant credits all over the place.
On American Airlines: They pissed me off royally when they stuck us in the Aruba airport for thirteen hours before takeoff. We got picked up for a nine-something a.m. flight, then we were informed that we'd be a little late taking off. An hour later, they told us we were still going to be late, and we noticed we had no plane yet. After much time and inquiry, during which they kept telling us that it'd only be a little longer, we finally extracted the information that, as of one p.m., our plane was having mechanical problems...in Chicago. They had to fly a part in to fix the plane, and only then did it come our way. Meanwhile, there is less than nothing to do at the Aruba airport. No restaurants, either, but we did get vouchers for chips and things from the gift shop. And American still wasn't telling us when we'd be taking off. And if we asked someone that worked for the airport, they told us to talk to the American desk. We finally left the airport about 10:30. Instead of getting the connection in Atlanta, we just rented a car and drove home. Great trip capped by a miserable finish.
NumberSix at July 1, 2010 1:58 PM
While I have not shopped there much recently -- now that I think of it, maybe they became part of Macy's -- Nordstrom's always gave me great friendly service. I don't know if the tire story is true though http://www.snopes.com/business/consumer/nordstrom.asp .
Magnolia AV was great too until they got bought by Best Buy. Years ago I bought a TV there and they sent me a Thank you package that included a nice blanket to use while I enjoyed my new TV - though it did have the company logo on it.
The Former Banker at July 1, 2010 3:15 PM
The one store that I avoid is Meijer. They are the Midwest junior Wal-Mart type store.
Lets put it this way: When I feel I get better customer service at Wally world than at Meijer its bad.
To throw on top -- they have gas stations/c-stores out front. If you buy any item in the c-store (beer, milk, OJ, bread) it has about a 50-100% markup than what it would cost to walk into the actual store across the parking lot.
Jim P. at July 1, 2010 8:17 PM
It doesn't have retail outlets, but Zappos has the best online customer service of anyone. They were recently bought by Amazon, but they have maintained their corporate culture.
Shipping is free both ways, so if you have a return you don't have to pay to send it back. If you call for assistance, the staff is based in the U.S., they're knowledgeable, friendly and empowered to solve your problem without having to send you up the chain of command.
Zappos is such a great example of treating your employees well so they'll treat the customers well. Zappos will pay you to quit if you are unhappy at the job! I would love to work for a company that cares that much about having devoted employees.
Peggy C at July 3, 2010 11:40 AM
Leave a comment