Introduction: On August 5, at the 2022 Lianshang.com Conference Award Ceremony, Lianshang.com presented the "2021 China Retail Service Benchmark " award. We hope that through the selection of this award, we will promote the improvement of the overall service awareness and professional level of China's retail industry, enhance the industry identity and values of retail practitioners, and continuously set and discover retail role models. Next, Lianshang.com will also promote these beautiful retailers who serve the front line through exclusive interviews. The following is the story of "Gao Rong":
The fifth right is Gao Rong
Every time I go to the supermarket, I pass by the refrigerator standing on the wall. If I don’t choose things, I have to take a few steps. Whether it is summer or winter, the temperature is lower than other areas. The cold air emits from the refrigerator, making it difficult for me to stop for a long time. This is just the feeling of ordinary customers. However, employees who have been working in low-temperature areas for many years cannot escape from their work areas.
Many things are like this. If you think about it from another perspective, you will find the hidden unknown feelings.
Correstors in the low-temperature zone of fresh food. The ordinary day
Gao Rong, who works in the Binso exquisite supermarket in Boshang Binso, starts her work at 6:30 as long as she goes to the morning shift. In the early morning of summer in the north, the sun is rising and the heat is not coming, so it is comfortable and comfortable; in winter, it is pitch black and the cold is overwhelming. As the heat comes and cold comes, Gao Rong has long been accustomed to the alternation and rotation of the four seasons. He can see the sun or cannot see the sun. In her opinion, this day is an ordinary working day.
This is true for many supermarkets. The employees of the fresh food department arrive early, and their day begins in the sleep of many people. Some people secretly sorted the order in their hearts. Fresh food employees work harder than ordinary supermarket employees, and ordinary supermarket employees work harder than employees in other departments. Fresh food employees work the hardest, and this should be a consensus.
Gao Rong joined Boshang in 2007. He works in the low temperature zone of the fresh food department and is a collector. After arriving in the morning, she and her colleagues rushed to the vegetable area. They wanted to serve the dishes of the day before business and let the first batch of customers entering the store buy fresh vegetables. Before serving, they check the quality of the product and remove rotten leaves and poorly-quality vegetables. Some leafy vegetables must be bandaged in advance. The work is complicated, and every day before opening, the preparations are like running people sprinting towards the finish line.
is about to stop. As soon as the opening time comes, customers who are coming early rushed to the vegetable area. They see the well-coded dishes, fresh green leafy vegetables, and the full and orderly employees. What they can't see is the early arrival of the employees. For this moment, they have been working for an hour or two.
Gao Rong returned to his own area after finishing his work in the vegetable area. She found a set of procedures: first look at the operation of equipment such as refrigerators, check products with short shelf life one by one, and then start cleaning. The horizontal freezer, the glass cabinet door is frequently opened and closed, covered with handprints and stains. She must wipe it carefully every day until the glass door is clear and transparent.
Then she devoted herself to checking whether the product was out of stock, re-received, and received. There was an ice cream maker in the supermarket, and she also learned to make ice cream. There are few customers at noon, so she wants to check the quality of the product again to see if there are any missed products that do not meet the requirements. Gao Rong is particularly concerned about product quality, and the area she is responsible for has achieved zero complaints on the product.
She has worked in the low temperature zone all year round and has figured out a way to deal with low temperatures. When she goes to work in summer, no matter how hot she is, she has to put knee pads in her pants to protect her knees. If the goods are shipped, it will be too cold for a long time, so she put on her coat. Whether in winter or summer, as long as you enter the cold storage, you must put on a thick cotton coat. Frequent changes of clothes may seem a bit troublesome, but they are an indispensable protective measure. Ordinary customers often cannot imagine
. We only see plump and quality-assured products, but it is hard to think that this kind of good order is the result of employees' labor to resist the cold.
After Gao Rong arrived at Boshang, she was proud of being able to work in "BaoShang". It was not how high Boshang gave her a salary, but the good reputation of Boshang. She contacted the supplier, and the supplier said that Boshang's employees have a good attitude towards customers and they are willing to come to Boshang to communicate. The working atmosphere here is also good. There is no tension between colleagues, nor is there any unspeakable depression. The relaxed and happy colleagues are the most rare in Gao Rong's opinion. She said that finding another job may lead to higher income, but she certainly does not have such a good working environment, so she firmly chose to work here.
A good working atmosphere is like a center that spreads from the inside out and circles. It first infects employees and employees infects customers. Therefore, customers frequently visit the store, which provides a material basis for a good working atmosphere, which makes the center of the circle more infectious. This is also verified again that is good to employees and is also good to customers. If customers are satisfied, the performance will naturally be good.
Celebrity as a family customer relationship
Gao Rong smiled, his eyes bent into crescent moons, and his own affinity. She worked in the store for a long time and knew many old customers. She often had strange customers who took the initiative to ask for help. Gao Rong is unanimous. She will try her best to meet the customer's request. Even if she cannot do it for a while, she will record carefully. Whenever she has the opportunity in the future, she will think about meeting the customer's needs. There is a sanatorium behind
Binso supermarket, and elderly people often come to the store to shop. Grandma Liu, who is in her 90s, is the most familiar to them. Grandma Liu always pushes a car for the elderly to the store. When Gao Rong and his colleagues saw the old man, they took the initiative to ask what they needed. Grandma Liu prepared a shopping list in advance with the items she needed. The old man's family is all in another place, far from Longkou , where she lives alone. After Gao Rong learned about the old man's situation, he paid extra attention to her.
Gao Rong and his colleagues took the initiative to help Grandma Liu find the products on the list. After buying them all, they would send the elderly to the elevator, and sometimes to the sanatorium. They told Grandma Liu that they could call if they needed something and they sent it there. But Grandma Liu still comes to the store to buy it herself every time. It’s not that Grandma Liu doesn’t believe in the employees. It may be because the elderly are too lonely in the nursing home all year round. She hopes to go out for the best of her ability. The mall is an important place for elderly people with very small range of activities.
Now physical stores are frequently impacted by online impacts and are also affected by some objective factors. Life is not easy, and news about stores often breaks out. China is entering an aging society. In 2021, China has 200 million elderly people aged 65 and above, accounting for 14.2% of the total population. According to the United Nations standard, the proportion of people over 65 years old reaches more than 14% is an "older society". There are more and more elderly people, and they are a group that cannot be ignored. As the elderly grow older, the range of activities of the elderly becomes narrower and there are fewer and fewer places of activity. The physical store of is a place that the elderly like to go. They can not only shop, but also have social attributes. For more elderly people, physical stores should live well no matter what.
Binso supermarket next to the nursing home can also bring a different kind of warmth to the elderly. Once, the shopping list brought by Grandma Liu had fish and meat. The old man usually ate lightly. The careful Gao Rong and his colleagues found that this time were different, so they asked the old man why they bought so much. The old man said he was going to celebrate his birthday with a little embarrassed. They were busy wishing the old man a happy birthday. A colleague even found a bouquet of flowers to give to the old man. Grandma Liu couldn't hide her happiness. She might not have expected that in a supermarket in a foreign land, a group of strangers and children of her grandchildren sent her birthday wishes. After Gao Rong and his friends sent the things to the sanatorium, Grandma Liu took out apples, chocolates, and candy for them to eat, but she couldn't even push them away.
A customer saved Gao Rong's phone number. She often calls Gao Rong, asks her what shift she takes, tells Gao Rong what she wants to buy, and asks Gao Rong to put it at the service desk after choosing it, and she goes over to pick it up. Gao Rong received a call, selected the goods, paid the money for the customer, and placed the goods at the designated location. The customer took the goods and left the money to Gao Rong's colleagues.This is a very small thing, but it can be seen that Gao Rong has established a close relationship of mutual trust with customers. This kind of relationship can only be maintained and developed in stores with a good atmosphere.
There is also an old man who used to live in a nursing home and often comes to shop in the store. He is familiar with Gao Rong and the others. Later, he moved out of the sanatorium and he also went to the store to buy things. He went to the pharmacy to buy medicine, and after the purchase, he asked the pharmacy people to deliver it to Binso supermarket. The next time he bought something, the employees of Boshang sent the medicine and the goods to the old man's house. Gao Rong is quite proud, not only because the old man trusts Boshang supermarket, but also because the pharmacy does not deliver goods, but they deliver goods to their doorsteps, providing customers with better services.
Treat customers well, and customers will naturally feel it. This intimate supply and demand relationship is difficult to deliberately create. It requires long-term and sincere treatment of the other party in exchange for trust and intimacy.
In the flowers everywhere, there are many calculators like Gao Rong. They are a huge group and the cornerstone of supermarket operations. It is their silent efforts that make the supermarket run healthy. They deserve our respect and every part of their labor.
