THE EXCEPTION JUMPS OUT AND "BITES" YOU P#11 5/17
Every so often, the exception to the rule exists so strongly that it can't be denied. The ability to shine shows up in the actor who "becomes the character" so perfectly that he actually needs a psychiatrist to put him back into his previous personality after the movie is finished. This actually happens on occasion. As does the writer who writes a book and each and every time that she kills off a character, "cries her eyes out" for each and every one of them. If you visit the Publix store at 1700 34th Street No in St Petersburg, you may notice Nick who is a "front end manager." He works so quietly and industriously that he seems to go unnoticed. However, he seems to be everywhere at the same time. If a register needs a bagger for a few minutes, he is there. If another register needs to be opened, he is all over that. The service is so exceptional when he is present, it is very hard not to realize that NICK is an "anomaly." He is the exception to every rule, because he seems to be the total collection of what he should be at each and every given moment. So, for R.E.S.P.E.C.T. at the cash register, "go here!!" And if you visit the Publix store at 3900 66th Street No in St Petersburg, and you experience the deli, you will probably see another "anomaly" at work. Because, when it comes to customer service, their asst. mgr. is the best that I have seen in over 10 years that I have been shopping at Publix store delis. Allow me to explain. I classify Publix deli mgrs./assts. in three different categories. The "C" deli mgr./asst. works very hard. S/he is very industrious realizing that Publix, like most successful businesses, has a tough labor chart which is not a cake walk to satisfy. So that person spends much time stocking shelves and doing busy work to make sure that it gets done. But this mgr./asst. does not have a real good realization of what is actually going on at the service counter and is not real effective at jumping in to help customers. This person may be at least slightly disconnected from the "front line," possibly from becoming "rusty." The "B" deli mgr./asst. also is very industrious, and works very similarly, but watches the service counter better. But s/he hesitates to jump in until a customer stands at the service counter for 5 or 6 minutes before reacting. S/he seems to think that everything is alright if there are no more than 3 to 5 customers, (assuming 2 slicers), at the counter at any given time. However, after the customer stands there for several minutes, the damage is already done. But, the "A" deli mgr./asst. gets involved EARLY AND OFTEN. This person is very skilled at slicing and at sandwich making and stays polished at both from being involved "up to their neck" each and every time that the need arises. This mgr./asst. knows that there are 2 kinds of leaders. One says, "Go and fight," and the other says, "Follow me." The "A" deli mgr./asst. says, "Follow me." S/he is ready to do whatever other employees are expected to do when the necessity arises. S/he knows the limitations of each and every one of their employees, and reacts immediately to "stop the bleeding" before it starts. S/he makes the deli experience equally pleasant whether the deli has a sudden influx of customers or not. S/he does needed management duties around being available at the service counter when needed. S/he puts the customer first in every situation, or at least it appears that way to the customer. What could be more important?? The most effective "A" deli mgr./asst. which I have seen is SARA at the 3900 66th Street store. So, for R.E.S.P.E.C.T. at the deli, "go here!!" Stop and visit THE BEST. Tell Nick or Sara that "Keith" sent you. YES, every once in a while THE EXCEPTION JUMPS OUT AND "BITES" YOU. However, I promise you that neither Sara, nor Nick ever bites. And, I can assure you, that Keith doesn't bite either. signed: The Mystery Shopper c.c.Yelp c.c. Facebook read more
