June 2020 by Norman M.
This place needs help more than ANY other Walgreens I have ever been to. 99% of the time checking out is a 20-25 minute waiting game. Normally, I would say, "it is what it is." But today, I learned its a leadership problem. Here is the story: I arrived to see an armored car in the parking lot. I walked in, grabbed some sun tan lotion, and stood in line behind four other customers. It was a few minutes since I walked in and the line hadn't moved. Another customer joined the line behind me. The line had not moved. The armored guard exited the store, and what I assume is the shift leader, came to help check people out. We are approximately at a ten minute mark. One person gets to pay and leave. The shift leader then leaves the counter and another customer walks away. "YES", I think to myself. Progress! A few minutes later, I believe, I identified the problem. The checkout person is having a hard time reading the touchscreen, and this is really starting to bore and frustrate. (About 15 minutes in) Down the aisle I see another employee stocking. I speak loudly and ask, "Manager to the front please." It must have been the volume that startled the "manager" because I was the only male in the store (minus the person stocking) and she walks up in an agitated state, speaks to the check out person asking "Who yelled that?" The checkout person points to me, the shift leader looks to me and says, "What!?!" I answer, "Yeah, can we get some help checking people out? I have been in line for fifteen minutes." "I am checking someone out over here! (Pointing to the beauty counter no one could possibly see) Didnt you see me leave!?! We are having computer problems!" "Yes, I saw you leave. Is there ANYONE else who can help?" (rather sarcastically). "No!" "How about the guy down the aisle stocking?" "Hes deaf!" "Hes deaf... so he cant check people out?" "No!" Oh for heavens sake! Fine! I will wait here!" I then, finally, arrive for my turn at checkout. Where I read the name tag, Johanna. "Hello Johanna, how are you this morning?" "Fine. How are you?" "I am okay. Just these two bottles of sun tan lotion and three pack of American Spirit Gold please. And, what was her name (referring to the shift leader)?" "Hope." "Got it. Thank you." "Ya know...(rather curtly), we were having computer problems, and you yelling like that didn't help." "You are right. But, how was I to know? All I can see is you, up here alone, abandoned by your shift leader. And, the rest of us frustrated and bored." The conversation continued, I paid for my items and left. After the interaction I thought, it would have been much easier if, when Hope left the counter had said, "Thanks for your patience everyone! We are having computer trouble with a particular item. So, I am going to take this customer over here so Johanna can continue to help move you all along. Have a great morning!" Communication and Customer Service are EVERYTHING. It would have completely deescalated the situation. Hopefully, (no pun intended) corporate takes the opportunity to do some customer service and communications training, meanwhile allocating some extra resources for personnel at this store.
