Demosthenes wrote:I don't understand the importance of over the top customer service in a gigantic grocery store.
It's not that you expect perfect customer service, but a place that cares about the shopping experience in one place is going to have it in a place you care.
If you hire quality workers that at least care about faking it you don't demoralize the ones that do care. If half your checkout staff makes an effort because they want to it's classic peer pressure for the other half to do the same. You can't always have a manager working, a 6am to 10pm store 7 days a week is 112 hours so the whole staff has to be good enough.
And when you get to a point your workers make an effort on their own because that's how the place is you need less stupid-countering rules so the place is a better place to work.
And when it's a better place to work stuff gets done. That new box of apples goes out sooner so people want to buy them and product doesn't sit and go bad. So you have better quality to purchase as a consumer and the store gets more profit from less waste.
Compare walmart to hyvee or trader joes or whole foods or any of the higher end chains in the area. hyvee has a many workers on hand as a walmart store twice the size, it's food quality in perishables is usually better, prices are comparable, and they are doing well. their niche is that good food quality and decent customer service brings in customers and profits follow. they then steer sales into highly profitable connected businesses like caterings, wine experts to increase sales of that, the high end meat cuts and such