The consumer then turned to the grocery store Deli and hot food section filled ready-to-eat & ready-to-heat prepared food. The problem is the grocery stores were not readies for it the influx of consumer. Customer service was a bad as it could b and in many cases continues to get worse. They have simply dropped the ball. Food quality is slipping and they do not understand customer service in the prepared ready-to-eat or ready-to-heat grocerant niche! The consumers will not stay long if service is not improved rapidly.
The battle for the consumer dollar continues. I would like to suggest and recommend Robert Fitzgerald’s book: Smile or You’re Fried Seven Lessons for Managers of Service. Seven lessons of that can and should be utilized daily by managers who just might need some practical help.
Contact me for more at: http://www.linkedin.com/in/grocerant or leave a comment below. For more read this article: http://www.anything4restaurants.com/blog/index.php/2009/07/restaurant-consumer-discontinuity-the-consumer-moved-first/