The Convenience Store - the corner shop. Everyone's got one, quite local to them, usually on the corner of the road. Always there, always open, except when you run out of milk at 2am or the cat's just come in and wants feeding -- then they're closed. We take them for granted, and then moan when they close down because the new supermarket that opened recently that's about 2 miles away, has taken all the custom, and they can't afford to compete and stay open.
It's not easy to run a little corner shop - ask anyone who's tried it, and they'll tell you all about it. I know, I manage one. Let me give you an example of a typical working day. Do I hear you say "That's boring"? Not likely. Just try this for size.
The shop is open from 7am until 10pm at night, every day, seven days a week, all year 'round. There's no rest for the wicked - just that I'd like the opportunity to be wicked once in a while. :-)
Recently, we have been dragged kicking and screaming into the age of computer run stores. Whilst this will eventually lead to easier running of the store, it has not been without mishap, generating a few laughs on the way.
We have had an upgrade to the office computer with new software and an increase in memory, and everything is done with a hand held scanner which is downloaded to the main computer. It should be quicker, but has led to a substantial drain on time due to its age. When I first started working at this store, the scanner was only used once a week to check prices. Scan the barcode of an item, input the price on the shelf label and download all the information to the main computer. The main computer would check prices against its database, reporting any anomalies, and correct anything wrong. Over a period of three months, the whole shop would be covered this way.
Over the last nine months, this poor little scanner has been in constant use, checking in deliveries, ordering stock, price checking and counting stock. It's now either dying or taking strike action! The Enter button sticks, resulting in a frantic beeping from the unit, and constant error messages; the battery, which used to last all day without a recharge, lasts around 20 minutes, and it's now developed amnesia. We have been told we will have new hardware to work with, but, as this is only one store among 300, and also the smallest, we will probably be the last to get one. This has been the case so far.
These upgrades have been received with trepidation among staff members from all stores, not just ours. With promises that the new methods will speed up the processing of information, it takes a while for some to understand how to operate the scanner to achieve the results required. At times, it feels similar to wading through treacle - an awful lot of effort and no headway. It certainly sorts out the timid and nervous. It can also generate some interesting stock reads! Luckily, they can still be modified by hand, if you spot them.
There is an experiment being run now, comparing stock results done in store with the scanner, with the stock reports from the external stock takers to see if the results are comparable. In correct use, the stock level reported by the computer should be more accurate, as external stock taking takes place during trading hours, and items counted are being sold. They also admit that "educated guesses" have to be made for commodities like crisps, chocolate bars, etc., whereas we count each individual item, which is very time consuming. For best results, counting is carried out during quiet trading hours, so little stock is sold through, affecting the total.
We are, at present, around 60 percent complete with the itemised count, with another four weeks to completion. After this, we start anew, noting which items throw up a discrepancy - meaning these have been either stolen or short supplied.
Of course, using old equipment for new methods causes problems. Twice this week whilst making an order, the scanner has "lost its memory", resulting in frantic telephone calls, first to Scanning Help and then Technical Support for assistance. It has happened to the same supervisor on both occasions, which is unfortunate as she thinks the scanner doesn't like her! On the last occasion, the Technical Support team member tried to rush things a little too quickly, and the reload of the scanner was incomplete, resulting in a panic call for me to make a manual order, as she did not know how to make one.
A reload was tried first, which was successful, and highlighted the error from Technical Support. The I.T. team are totally competent within their field, but can tie people in knots when describing activities via the telephone! When the staff member is not that computer friendly, this can cause untold mayhem and panic. So, an order which could have taken over an hour by hand was done within twenty minutes.
We all knew there would be a few teething problems with this new system, but panic phone calls I personally could do without, especially when I'm on holiday - again!
Together with all this, we have a new system and software for e-mails, and a new Intranet service, which, although we were told was a "closed" system, we have discovered is not. I have been able to access it at home; true, you need to know your password to gain access to all the information, and I ducked out of continuing. I can see horrible things happening soon.
New technology is all very exciting and promises to make things much easier, but as always will come at a cost, in time and patience as well as cash. Hopefully, it should generate a few laughs along the way.
We all tease and swap jokes at work; work proceeds quicker when we're having fun, and new staff members are soon put at ease within the team. Unlike some managers, I realise that retail work can be very mundane, thankless, and frustrating, so I muck in and am just a regular team member. They are all happy to leave major decisions to me and to do the more difficult chores, but normally there is nothing to distinguish my role within the shop from any other member of staff. We pride ourselves on a job done well and having fun at the same time.
Other managers have different ideas, as was recently demonstrated in another store. Newly opened in a purpose built building, with an experienced manager in an area with no competition, it was expected to achieve excellent figures and prosper. Two of my staff members were sent to assist on opening day, to train the new staff, and help serve when it became busy. The first day went extremely well, and everyone was confident the store would go from strength to strength.
To everyone's surprise, within less than a month, the store was ailing, with staff resigning, poor figures and dis-satisfied customers. How could things have gone so horribly wrong? Our Area Manager was sent to investigate, and within an hour was frantically telephoning for assistance. Two members of my staff volunteered at short notice, and were whisked 25 miles away to lend a hand. They were astounded by how the store had changed. The following day, I was given their report, and it was not good.
Although the manager was experienced, it seemed they had become accustomed to allowing the staff to work unsupervised while the manager stayed in the office. Our type of stores cannot be run successfully this way, and the staff morale dropped, due to lack of communication, training and support. Lack of trust from the manager towards the staff developed, and became reciprocated. Disenchanted staff were leaving, others were dismissed by the manager, and sales dropped.
Needless to say, a temporary manager was sought, and further staff recruited. Chaos reigned for a further month, but I'm happy to say, under the new manager, things have improved substantially. She has a similar approach to mine, preferring to work alongside people and develop a team spirit, and order has now been established, with the sales climbing again, with more regular customers than before.
It proves that having a cheerful, caring attitude can work wonders, not just for the staff, but also for the whole community. I am certain now, with the team developing as it should, even if the manager moves on, the store will continue to grow and thrive.
This is all from me this time, I'm going to help unpack this delivery. Besides, I've just heard a new joke, and I've just got to share it. 'Bye, till next time.
Liz Green
