MARTIN SLOANE | Supermarket Shopper Shopping requires playing by certain guidelines

Dear Readers: Last year, while we worked on rules of proper conduct for customers, my readers thought it only fair to offer their advice on the ways supermarket employees should conduct themselves. I have put their thoughts together with my own to create what I call, "Rules of Supermarket Customer Service Etiquette." Their objective is to make supermarket shopping less stressful and more enjoyable for customers as well as supermarket employees.
The first basic rule of etiquette is, "Be polite and courteous to shoppers at all times." (Their goodwill is the reason you have a job.) The second rule is, "If you are angered by a shopper, control your emotions, do your job and refer to the first rule!" (The customer is not always right, but getting angry is not a solution.)
Several months ago, I published the first employee rules of etiquette for cashiers. They included:
UMake eye contact and greet each shopper politely.
UDo not talk unnecessarily to or socialize with other employees while waiting on a customer.
UDo not use "honey" or "sweetie" in addressing the customer.
UKeep the conveyor belt clean.
UDo not comment on a customer's purchases.
UDon't rush the customer.
Since they first appeared, readers have added these rules:
UWhen you open a new lane, be fair and invite those customers who have been waiting in nearby lanes.
UBe sure to help those who have been waiting before you close your lane.
UKeep your hands away from your mouth (don't lick your fingers) when counting out change to the customer.
UExpress Lane: If you invite an over-the-limit customer to your empty lane, explain it to those who follow that customer.
The rules of etiquette for cashiers are in the first draft stage. I need comments and suggestions from my readers as well as from supermarket cashiers.
Here, for the first time, are Customer Service Rules for Store Managers:
UGet to know your customers and greet them when you see them.
ULook for ways to show your customers you appreciate their business.
UShow employees how to interact with customers by your own example.
UAcknowledge and respond rapidly to customer requests.
USet the example by moving express lane item cheats to regular checkout lanes.
UTake an interest in the community as the representative of your store.
USet the example for courtesy and customer service.
What do you think about this customer "wish list" for store manager etiquette? If you are a store manger, I would like to hear from you, too. The store itself should follow sensible guidelines for Customer Service Etiquette (Services, facilities and practices that show customers that the chain's management or the store owner, cares): Here are the first of these rules:
UProvide parking spaces near the entrance or near cart corrals reserved for "parents with young children."
UKeep shopping carts free of trash.
UKeep shopping carts and child seat belts in good condition.
UOffer shoppers sanitizing wipes to clean their carts (i.e., handles, seats).
UDon't allow aisle displays to restrict the flow of shoppers through the aisles.
UMake it quick and easy for shoppers to obtain "rain checks."
UCorrect pricing errors immediately, on the shelf and in the computer.
UAssign the best and most experienced cashiers to the express lane.
UOffer shoppers plastic bags, towels and hand sanitizer at the meat counter.
UAt the checkout counter, offer shoppers the choice of paper bags or plastic bags.
UProvide a resting place for shoppers who need to take a "break" during the long walk though the aisles.
UOffer clean restrooms.
These rules are a good start, but they are far from complete, and I need your help. Write to me, Martin Sloane, The Supermarket Shopper, in care of The Vindicator. I will publish the most interesting letters. The supermarket rules can also be found on my column support Web site, www.martinsloane.com along with a convenient e-mail form for your comments and suggestions. On the Web site you will also find my "Supermarket Customer Rules of Etiquette."
United Feature Syndicate