Sunday, November 1, 2009

Smile or You’re Fried Seven Lessons for Managers of Service.

The price, value, service equilibrium is resetting in Grocery stores, restaurants and Convenience- stores. Each is reconfiguring their ready-to-eat Grocerant niche food product lineup. Each sector is looking for new product, packaging and consumer price points that will drive traffic. All have noticed a discontinuity in consumer food shopping behavior and all are fighting for share of stomach. Contributing to this displacement is a focus by restaurant chain leaders on short term market metrics and away from the consumer. Which in turn has caused a loss is consumer traffic.

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 ready 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.

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