Weekly Updates from DM's

Ø  Halloween Costume Contest- Some big money on the line for the most creative costumes on 10/31.  I know there are a lot of creative minds out there- extra points will be awarded to home-made costumes.  Tell your manager that YOU WILL be participating, and be ready to WOW Jay and Jason as they do the judging.  NO MASKS, please.

Ø  Enrollment Meetings- these are mandatory for all staff.  There have been important changes to healthcare- it is our goal that you have all of the answers to the questions you may have.  A rep will be at your store to meet with all of you- ask your manager to print off the dates from email sent by DM's.

Ø  Recognition Roundup- check out the latest SHOUT OUTS at Gabby’s blog- this link will direct you http://rickersatwork.blogspot.com/2013/10/weekly-recognition-roundup.html

Ø  RISE Contest- 1800 RISE points on the line for the top Monster 4-pack site (% increase over 2012).  There is still time for one of you to make a charge- this is a great price for a top selling item anyways.  Let’s get out there and push this thing further!  Currently 2 Fort Wayne sites at the top, followed by 96^th Street and 151^st Street.  Where are the rest of you??  Come on!!!

Ø   UST and EBT Training- if you do not recall ever taking a short training checklist on these two subjects, please see your manager.  UST (Underground Storage Tank) and EBT are not modules, rather they are printed copies of a short training.  Make sure these are done and get sent to the office where they will be placed in your file.  Thanks for your assistance!

Ø  Customer Complaints-  team, lastly I would like to talk about customer complaints, and your roles.  You may think I’m nuts, but a complaint is actually one of the easiest ways to gain a regular, repeat customer.  How can that possibly be, Mike?  Well let me tell you- HOW you handle those complaints can go a long way.  Avoid saying things like “I know, that happens all of the time”; or “yeah, I told the manager about that but it still happens”.  You are empowered to help correct these things on your own.  Try things like this- if you’re unsure of what to do say… “my manager is not here, but let me get him on the phone”.  Make these situations right the first time.  If their Rewards card didn’t discount at the pump, figure out the discount and give them the amount- it is usually a $1 or so.  Alert your manager to this so they know why you didn’t balance like you normally would.   

Here’s another typical complaint- customer comes in upset the receipt didn’t print.  #1- apologize.  #2- offer them a fountain or coffee and alert your manager of this if they are not there.  #3- follow the customer outside and show them that you intend to correct the problem immediately.  How do you think they would feel?  They would probably be back, right?  Our customers are guests in our house.  No matter what, we must treat them as so.  I ask of you now- do not allow complaints to escalate.  Handle them swiftly, and with empathy.  We are in the customer service industry.

Remember, NO MASKS in the store!  Thanks!