December 07, 2005
by: jovial_cynic
I've noticed that the customer service at my local Safeway stores has gone down the toilet. So... I decided to write a letter to them. I decided to send them an actual printed-and-stamped letter, since I fear that they're going to harvest my email and put me on some mailing list... I didn't find a "we won't sell your private email" notice on their page, so I figured I wouldn't take any chances.

Anyhow, here's the letter I sent:

To the folks that make things happen -

I am a faithful Safeway shopper. I've been shopping at Safeway for as long as I can remember shopping for my own groceries, and have always appreciated the atmosphere, the customer service, the choice of products, etc., etc., at the local Safeway stories at which I shop. I have come to value the things that Safeway represents, as it instills in me a sense of "home" whenever I travel out of state. I travel frequently, and there's nothing more comforting than staying at a hotel with a Safeway across the street - it makes me feel like I don't have to worry about making sure I can get anything I need.

However, I feel as though there's been a shift away from the customer-service aspect of the local stores near my home over the last several months. I realize that the holidays are here, and that it is often difficult to balance the stressful job atmosphere (lots of people in lines this time of year) and the need to provide excellent customer service, but I think that it might need to be addressed. My wife recently reported shopping at a different grocery store chain where she was met with an outstanding level of customer service, which led to a lengthy conversation about customer service, and what we wanted in our shopping experience.

I understand that there are some employees who are simply better at customer service than others, and that it is unreasonable to label a store as "friendly" or "unfriendly" based on the actions of a single experience. However, as I stated before, I have noticed a gradual decline in customer service over the last several months, and I am inclined to think that there is a management issue, although there's no way for me to be certain.

Anyhow, I would appreciate your feedback, and would enjoy seeing a positive change at the Safeway stores at which I once enjoyed shopping. Thank you -

Long-time customer,

Joshua Culley

ps. The stores at which I shop are in the 98503 zip code. One is located on Marvin Road in Lacey, Washington; the other is located on Pacific Avenue/Carpenter Road in Lacey, Washington.

When/If I get a response from them, I'll be sure to post it.
np category: corporations


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