This week one day after work I ran over to the Manor Supermarket on my way home to grab something to eat. I had about a hour before the store closed and thought that should be plenty of time to get a few items for a meal. On the top of my list were a few items from the diary section.
Much to my surprise when I entered the store the entire dairy section was not there. The shelves were completely empty. There were employees scurrying everywhere throwing butter in one shopping cart and yogurt in the next. There were others cleaning the shelves, and even others readjusting other shelves.
After about 30 seconds of observing the situation I realized first, I would not be getting my yogurt that day, second there were obviously in the process of restocking and arranging things, and finally the Swiss still have no concept of customer service.
Why in the world would you basically shut down about 20 percent of you entire shopping store at a prime shopping hour to clean shelves? Not only does it surely impact sales, but it pisses customers off. I saw more than one person including myself with a look of total disgust because of an apparent wasted trip since we weren’t going to get what we had come for.
I talked to a Swiss friend later in the week and explained the situation and she mentioned that stores like that can’t do such work outside of work because they can’t pay overtime. To me, that is just another sign that the Swiss labor system including the unions are extremely powerful. These stores are closing at 7:00 in the evening and are opening at 8:30 in the morning and they can’t find a way to work with the unions to do such work as major store layout changes outside of opening hours.
I however don’t think that is really the root of the problem. The easiest explanation is that the store managers just don’t care. Customer service doesn’t matter here.
Unfortunately I went back to the store today. I had no choice, it is the closest. Wow, what a difference the new layout makes. The frozen pizzas are now closer to the fruits & vegetables, which really has improved my life.