The document outlines a plan to improve customer service issues at Sweetbay supermarkets. It identifies poor reviews about rude staff and lack of product selection. The plan includes revising employee conduct, increasing quality checks, new training programs, and tracking customer satisfaction and habits with loyalty cards. The goal is to provide excellent customer service and satisfy expectations to improve the shopping experience.

1. SWEETBAY
IMPROVEMENT PLAN
Janine Scordo

2. Customer Pain Point – Poor
Customer Service
 Local reviews include similar instances of receiving poor
customer service and poor quality of items stocked.
 “Rude, inattentive staff. They carry very few of the items I
purchase. Sells bad seafood, too. Especially the shrimp.”-
Brian A., review on 1/14/12 via Yelp.com
 “When paying at the cash register, both the cashier and
bagger were socializing and not paying attention to the
customers. When I attempted to purchase items in the deli,
there was no one attending the area for service. Then I
noticed the employee who was supposed to work the deli
area was on their cell phone hiding in the back. Employees
smoke outside in front of the store, which seems very un-
professional. The type of conduct occurring at this store is
unacceptable.” –Karen R., review on 2/25/12 via Yelp.com

3. Solving the Problem
 Employee conduct codes must be revised
 Quality control reviews conducted more frequently
 Product quality checklists developed and enforced for all
departments within the store
 New training programs to be developed and required for
management
 Business Background
 Sweetbay states that “in the same way that we rely on our products,
people, and planet to sustain our business, they in turn rely on us to
operate responsibly to ensure the health of future generations.”
 The the areas of concentration for the company include healthier
products, healthier people, and a healthier planet.
 “Before a product makes it to our shelves, we think long and hard about
the value, variety, and environment.”
 The store is committed to “putting the people, planet, and product first”,
and also delivering the freshest products to it’s customers.

4. Relationship Strategy
 Customer expectations must be met with
better satisfaction. The needs of customers
must be understood so that appropriate
change can be implemented.
 Customer loyalty cards will track the
customer’s shopping habits, as to continuously
meet their nees.
 Store employees must possess the
appropriate knowledge, attitude, and
appearance in the store and within their
departments.

5. Personal Selling Philosophy
 Superior customer service must support Sweetbay’s
philosophy statement: “At Sweetbay we don’t just sell
food, we’re passionate about it.”
 The satisfaction of Sweetbay customers must include
knowledge, friendliness, attentive service, and the proper
treatment to retain business.
 Freshness of the products sold must be a priority to
management and all staff members at the store.
 Personal Selling Philosophy Statement: “ Our goal is to
provide solutions where applicable in order to create
exclusive and superior satisfaction for shoppers at Sweetbay.
Fresh and high-quality products, attentive and knowledgeable
service, and a superior shopping environment is what we
strive to maintain and provide to our valued customers. Our
vision of being the best in the supermarket industry is what
we plan and expect to be.”

6. Product Strategy
 Sweetbay’s Freshness Guarantee must be maintained at all
times in all store locations.
“At Sweetbay we take pride in the quality and variety of our
products. In fact, we’re so confident, that if you are not 100%
satisfied with any of our private label or fresh items, bring it
back and we will give you double your money back.”
 Comment boxes placed at storefronts
 Quality control on store items will be evaluated and observed
by storewide department checks. Management must approve
the department reviews daily.
 Mandatory training programs to be implemented within the
stores in order to lead to developed expertise in employees
for better service and customer satisfaction.

7. Managing Customer Contacts
 Incentives will be given for customers to
complete satisfaction surveys after shopping.
 Contact information will be required to be
provided upon completing survey so that
feedback can be given
 Customer loyalty/frequent shopper cards will
provide information for the store about
customer shopping habits and needs

8. Contacts Progress & Presentation
 Report on sales process will be accessible to
all customers online. Customers will be
encouraged to provide feedback from
shopping experiences as well on the store’s
website.
 A list of the improvements to be made and
store-wide goals will be available online for
customer’s knowledge. There will also be
displays in-store to provide the information as
well.

9. Sales Presentation
 The presentation of the training program will
be presented to Sweetbay executives with a
persuasive style, with good business and
social contact included. A one-person
presentation will be ideal.
 The customer’s completed surveys will be
presented to present the objective, pain point,
and the discovery of the customers needs.
 The six steps of the presentation process will
be used and a well-organized and well-
prepared approach will be used.

10. Conclusion & Selected References
 The quality of both Sweetbay’s customer service and product
selection must be exceeding shopper’s expectations on a regular
basis. There is a problem with the service at Sweetbay not meeting
the expectations that the company prides itself on. The solution to
the problem is implementing developed mandatory training
programs in Sweetbay stores. The plans for improvement will be
presented to company executives in order to take action on solving
the problem.
 Sources:
 Manning, G. E., Aherne, M., & Reece, B. L. (2012). Selling Today
(12th ed.). New York, New York: Prentice Hall .
 Sweetbay Supermarket. (2012). About Sweetbay. Retrieved
2012,31-May from Sweetbay Supermarket:
www.sweetbaysupermarket.com
 Thompson, L. L. (2012). The Mind and Heart of the Negotiator (5th
ed.). New York, New York: Pearson Education, Inc.