0530 Early morning shift
arrives, fresh and ready for the rigours of meeting the early morning
0545 Paper delivery
arrives. Papers need to be sorted and bundled and put out into shop
floor. Ensure each paper is
placed in different place from yesterday.
Wakes up the customers!
0555 Staff parade
0600 Bell rings, doors
opened to staff chanting “Welcome
to Toutejours how can we help you?”
0610 Freezer and fridge temperatures checked. Fire for bread oven built with
logs and yesterdays newspapers .
0630 First newspaper
delivery persons arrive, pushbike lights removed. Quiet invisible delivery
is Toutejours company policy.
0645 - 0730 Steady stream
0730 First phone call
received enquiring where their paper is or why have they received the Times
in place of the Daily Sport.
0745 - 0845 Kids on their
way to school. Need to keep an
eye out for shoplifters
0900 Early morning shift go
home exhausted after 3 hours or so of trying to look happy. Morning shift
arrive, seamless change over results in only 30 minute queue.
0930 Back to normal, time
for staff training.
Customer care phrases at
“Welcome to Toutejours how can we help you”
What do you want?
“Won’t be a minute” Hang
on I am far to busy to serve you.
“Have you the right money?” Haven’t
got a clue how the till works
1030 All going far too well.
Steady flow of satisfied customers! Staff
sent on shelf restocking duties.
1045 Back to normal, 10
minute queue at checkout and queue getting longer every minute. Shelf
restocking continues regardless.
1100 Elderly person comes
in to check 20 lottery tickets, queue up to 20minutes.
Air conditioning kicks in temperature in shop (tempers!) rising above 85 F.
busker sets up outside shop, playing to
1200 …… the saga
continues, until :
2200 shop closed
“But I got here at 5 pm” “Sorry,
you shouldn’t have left it to the last minute!”