Experiencing Feelings at Work

Understanding other people’s emotions can be frustrating, but understanding your own emotional responses can be even more trying. Take this quick self-assessment to build awareness of your automatic responses.

Situation: Customer is angry.
You feel:
A.
Angry in the same way as the customer
B. Angry in a different way
C. Honestly, really really good
D. Sad, but unsympathetic, that anyone could care so much about brioche

Situation: Out of twenties and tens, need to make $77 in change
You feel:
A.
Foolish for not checking drawer when you signed on
B. Foolish for coming back from lunch
C. Foolish for coming to work today
D. An unrepentant rage as you methodically count out fifteen fives and forty nickels

Situation: You somehow cut finger on Sharpie marker
You feel:
A.
Confused, but appreciative of the double irony
B. Angry because…goddammit is NOTHING safe to touch?
C. Pleased that now you have something to talk about at lunch
D. Irritated that the cut wasn’t bad enough to warrant a trip to urgent care

Situation: Customer asks for fork
You feel:
A.
Indignant, it is you who should be offering the fork
B. Suspicious, because they are not buying a salad
C. Cruel, and you toss it in their bag so they cannot see you gave them a spoon
D. Numb, this is what your life has become. I mean, it’s not that bad but still, numb.

Situation: Jar of Cowboy Caviar is falling off shelf
You feel:
A.
Terror as you watch if plummet inch by inch over the course of 60 seconds
B. Calm, knowing that someone else will deal with it since you’re on reg
C. Mischievous because nobody will know that you pushed it off
D. Excited to take an active part in the economy

Situation: Customer at register acting aggravated, but joking, but maybe angry
You feel:
A.
Defensive, because it sounds like maybe they are upset that we don’t sell flan, and while that does seem like something we might sell, they need to check themselves because they are not a child and you’re only going to tell them once to shut the fuck up.
B. Patient, waiting for them to roll through all possible moods until they land on one that sticks.
C. Super mellow, but in a chill way, because like, that’s their deal, you know?
D. Interested to hear how flan has shaped their life like the Colorado river has carved the Grand Canyon. This is your one chance to understand this phenomenon. Listen and absorb so that others may learn from your story. Then try to sell them the Belgian chocolate pudding, because it’s the real deal.

Situation: Captain informs you that you’re getting a raise
You feel:
A.
Elated, they really appreciate what you bring to the team
B. Relieved, having to pay for lunches will sting this much less
C. Disappointed, you wish the Captain would open up to you about their life instead of circumscribing the discussion to fiduciary considerations.
D. Curious, if your half-assed efforts got you this raise, how much more would you get if you really tried?

Situation: Mate witnesses you talking to coworker
You feel:
A.
Guilty, you know you should focus on stacking the maple syrup right
B. Scared, this is the third time this week they’ve caught you talking and you don’t know if they hate you enough to mention it in your review
C. Confident, you can do something dramatically worse to take their mind off the talking
D. Frustrated, of course they never see you when you are working on lunch!

Situation: Customer is feeling fantastic, claims it’s only a matter of DECIDING to have a good day
You feel:
A.
Seething dislike paired with wide friendly smile
B. Fear, this person is unbalanced
C. Excited, a person this privileged may be able to help you with your Plan
D. Meh, at least they appreciated you finding the broken egg

Situation: Dickhead you know from school hired
You feel:
A.
Terrified, they will turn them all against you
B. Pleased, their horribleness will draw attention away from your shortcomings
C. Schadenfreude, you can tell everyone how this person got banned from the dorms, and invite them to ask why
D. Malicious, after what they did to you, you will make sure they are cleaning up an oil spill by the end of their first day

Difficult Customer Conversations, Part 8

Situation: Customer has plans to not wear a mask in the store since they’ve had a hell of a day, and now this, and if a mask can’t stop their voice from escaping then how can it hold back a virus, if that’s even a real thing, because viruses are probably a thousand times smaller than sound. Also, they just kind of feel angry a lot of the time.
Talking points: Several hours before you encounter this situation you should mentally practice informing them as sympathetically as possible that they will need to change their plans.

Situation: Customer does not understand concept of a production delay.
Talking points: This is a unique opportunity to express empathy with the customer, because you also do not really know what a production delay is. You say it all the time, but usually have no specific information about what it means. Let them know you have no fucking clue, and that you could be waiting for the next growing season of cashews, or maybe it’s due to the Gingermints factory burning down. It may paradoxically be more difficult to explain a delay if QIL gives more details, such as “Port delay,” because you have no experience working at a port. It might conceivably be a euphemism for a military coup, a ship grounded on a sand bar, a shipping container leaking unidentified black goo, or a single missing signature on the manifest. Invite them to sit down with you, have a cup of coffee, and make a list of all imaginable meanings of a production delay. If they are hesitant, suggest that you could sweeten the deal by opening a bag of Scandinavian Swimmers to share. It’s okay to let them know that you share their frustration, but do not reveal how lonely you are.

Situation: Customer has been to better Trader Joe’s.
Talking points: Let them know that it is true, you have never been to New York City. Ask them details about their store and enthusiastically agree that it sounds fantastic, and that you will add it to your NYC bucket list, under the Glass Waterfall Tunnel, the UN Meditation Room, and the Abandoned Smallpox Hospital. Coming from someone with such a vitriolic objection to prices being stuck on the bouquet wrappers, their thinly veiled insults should not have come as a surprise.

Situation: Excuse me…
Talking points: Vicky, can you help this customer because I’m on lunch?

How to Avoid Trouble While Drunk in the Store

  • Don’t be drunk in the store.
  • If the bathroom is available, use that instead of pissing your pants.
  • Double-check your schedule, because you may not even be working and you should leave immediately. Or, if you are scheduled to work at this time, then you should also leave immediately. It is also your prerogative to make worse decisions.
  • Your elaborate plan to get a refund for something you didn’t buy is less feasible than you think.
  • Suck a steady supply of breath mints to cover up for your slurred speech. Or claim you just had a root canal.
  • Don’t be the Captain.
  • Carts can have a stabilizing influence. Use one even if you don’t really plan to buy much.
  • If you have a choice, avoid working glass items.
  • Don’t touch anyone.
  • Ask yourself, are people going to remember what you’re doing? If the answer is yes, stop doing that thing.
  • Don’t scream obscenities, and in general just don’t scream.
  • If you are merely suffering from a nuclear hangover, resist the urge to demean the character of Vodka of the Gods in front of customers.

Book Club, March 2021

Crew Autobiographies

  • They Can’t See Me They Can’t See Me They Can’t See Me
  • Loose Pasta Soccer
  • Shallow Conversations, Deep Meh
  • Avoiding Workplace Violence By Simply Labeling Boxes Correctly
  • Head of Lettuce, Head of Cabbage, Head of Me
  • Trust Me, You’ll Want a Fork
  • The Recommendation: The Story of I Have Tried It and It Is Good
  • Clocking Into I Don’t Fucking Care
  • They Cut Me Down Like a Box Half-Full of Attitude
  • Taking Go Backs to Hell



Customer Memoirs

  • Mumble and Point
  • I Don’t Want It Discontinued
  • Hummus Advisory
  • True Stories of Discontent
  • Everything INCLUDING the Bagels
  • Please Hold My Polenta
  • I Love Shopping Because It’s the Only Time I Don’t Have to Discipline My Children
  • I Was the Instagram
  • Lost Tahini Weekend
  • Putting Magnifisauce on Your Gluten Free Buns: Culinary Hookups

Pros & Cons: Shopping on Your Day Off

Advantages of shopping on your day off

  1. Get to talk to your friends
  2. Buying frozen stuff is an option
  3. Can shop earlier in the day before everything is sold out
  4. Have someone else bag your groceries
  5. Can carelessly discard shopping cart in parking lot like a used facial tissue
  6. Time to actually read packages
  7. Can invade as much personal space as customers
  8. No need to write your name on everything before putting in fridge
  9. Retrieve your water bottle that you forgot
  10. Virtually unlimited time to carefully consider what to buy


Disadvantages of shopping on your day off

  1. Have to talk to your friends
  2. Have to wait in line to get in
  3. Have to help regular customers who recognize you
  4. Letting a coworker bag your groceries likely to foment ill-will
  5. Temptation to face
  6. Admitting to coworkers that you have nothing better to do
  7. Limited access to fun stickers, latest @TOS updates
  8. Actually, you still can get in trouble for talking to your friends
  9. Shame at checking bread dates
  10. Virtually unlimited time to impotently ponder what to buy

Difficult Customer Conversations, Part 7

Situation: Customer asks what the bells are for.
Talking points: Customers are always curious to learn more about the bells! Let them know the bells are how we call for assistance. For instance, if we have a rush then we ring the bell once to call for an additional cashier. Two rings of the bell means we need an acolyte devoted to the Cause to procure Arcane Materials for us. If they hear three bell tolls, that indicates an abiding displeasure in the Realm, and a senior demigod is needed to use their Key of Repairing to appease a discontented spirit. Explain that if they ever hear more than three bell chimes in a row, they should drop everything and run from the store without hesitation. Crew members will attempt to suspend their transactions, and if the hell-rift is not blocking access to the back room then they will move the suspended orders into The Box. At a later date when the protective seals have been restored to the Realm of Groceria, they will have plenty of time to safely purchase their Ebay store inventory.

Situation: Customer loves our cards. Customer thinks they are so great, so cheap. Customer buying shit-ton of cards to have on hand for all occasions. Customer puts cards in special drawer. All the customer’s problems with sentimental issues, personal relationships, have been solved.
Talking points: Just let them talk. Mention the Rose Water Facial Toner if they pause.

Situation: Customer complaining about weather.
Talking points: First, determine if today is Wednesday. If today is not Wednesday, then comment that “There’s supposed to be more on Wednesday.” If today is Wednesday, then say you never thought Wednesday would be like this. If pressed on any comment respond vaguely. Consider using pseudo-philosophical statements, such as, “Well that’s just how it always goes, you know.”

Situation: Customer is super cute and comes to your register. Customer says they think you are cute and has always been too intimidated to come to your line. Suggests you get together for a round of disc golf and then dinner at their place. Asks if you like the wine they’re buying.
Talking points: This is not a real situation. Get back to work.

Important Forms, Part 5

Form TJ1303: Request for Roger
If a customer is wondering if Roger is working now, this form should be used. However, although primarily designed to be used when needing to locate Roger, this form may also be used to request information about any Crew member, by indicating their name in Section II (Line 1). In such a case, be sure to put a check in the box at the top of Section I which states “I am not looking for Roger.” The rest of Section I may be skipped, and the customer should continue completing Section II. Enter the other person’s relationship to Roger (brother, saw on bus, etc.) on Line 2. If unknown, check box for “No known connection,” and in box 2b write a brief theory of what you think this person and Roger would think of each other. Any customer who does not need to find Roger, or anybody else, still needs to complete the form, but should skip Sections I and II. Proceed to Section III, and sign under the statement “Under penalty of perjury I swear that I do not know Roger or anybody else in this store and I only need to shop.” Bring to Bridge to have it timestamped. In the rare case where Roger is not looking for himself nor anyone else, and is working and therefore does not want to shop, he should use the back side of the form to write a brief essay (400 words or less) about how he feels about this form that is all about him. Roger should be forced to do this during lunch.

Form TJ1000: Waiver of Egg Rights
Any customer saying they are okay accepting a cracked egg should be compelled to sign this form. Make sure they sign and date under the statement, “I understand that the eggs I am purchasing contain one or more cracked eggs, and I am waiving my right to have them replaced.” Have an uninvolved customer sign as a witness, and the cashier and bagger (if applicable) should also sign. Pink copy goes to the customer, white to the Home Office, and yellow copy should be placed in the store files, alphabetically by customer’s first name.

Form BA0009: Bale Readiness and Request to Make
Any Crew discovering that the baler is at maximum capacity should complete this form in order to begin the process of making a bale. Indicate time of discovery and presence of any non-paper material content (NPMC), as well as estimated likelihood of waxed carton inclusion. Indicate whether plunger can descend below arrow, and number of inches below in whole numbers. Check box to indicate whether 1) I am able to make the bale alone, 2) I need assistance making the bale, or 3) I am unable to participate in making the bale (usually reserved for accommodations due to chronic wire trauma, or needing to jump on reg). Submit form directly to Captain to assign someone to make the bale. Captain must initial beside baler assignment. If Captain refuses to initial, then write their verbal Crew assignment and “refused to initial,” and give the form to a Mate. After they’ve reviewed the form and discussed any unclear information, then they will take it to the Bridge to confirm that the assigned Crew is available to make the bale. To insure proper recordkeeping, the completed form should be scanned and sent to headquarters immediately. Although it is generally okay to proceed with making the bale, the approval is still technically in Pending status until approval is received from the VP of Merchandising, so if the circumstances are unusual then it may be wise to delay action until getting a response.

Form RG0025: Cash Back in Quarters
Use this form if a customer requests a roll of quarters. This recordkeeping is especially important for stores near laundromats or with metered parking. Requests must be made at least two hours in advance to allow time for processing. Requests made less than two hours before closing will be processed the following day. If customer also wishes to count the quarters in the roll, they must file the form three days in advance via certified mail or in person in the presence of a Notary. Quarter counting appointments cannot be made online at this time. Proof of Need (PON) is required for all quarter requests and must be detailed in section 4e, “Explanation of Need.” Any request for specific state coins, release years, or Mint Marks or attributes is grounds for immediate ejection from the store. No paperwork or appointment is needed for requests of fewer than 80 quarters.

Difficult Customer Conversations, Part 6

Situation: Customer wants Strawberry Beet Juice.
Talking points: Not applicable. Never has been.

Situation: Customer thanks you for showing up to work, performing baseline duties.
Talking points: Thank them, but say that it would really help you if they could write the Nobel Committee to nominate you for the Retail Hospitality Award. You’re hoping to avoid a replay of last year when Brayden won, which was super disappointing.

Situation: Customer refers to you by name.
Talking points: Ask the customer to repeat what they just said. When they say your name, look puzzled. Gaze down at your nametag, remove it, and put it in your pocket. Inform them that [your name] isn’t available, but you are happy to help. Assist them with their question, and when done, put your nametag back on your shirt while they watch.

Situation: Customer claims to be doing great due to being “above ground.”
Talking points: Smile and nod to acknowledge their shallow appraisal of the value of life. Suggest that they round out their perfectly unpunctuated day with some mac and cheese.

Situation: Customer is sorry to bother you.
Talking points: Let them know that you are also sorry, very sorry, but there is nothing that either of you can do about it now. The bother is already laid on the table, so you might as well work through it and do your best to try and move past this black mark on your day.

Trader Wisdom Cookie — March 2021

…a fortune for every day of the month!

  1. Give a man a nut and he will be confused. But teach him to hate the nut, and he will crush it, possibly making some kind of interesting new butter.
  2. Wisdom may be gained at the register, but be careful, it can also be lost.
  3. Those who climb ladders will always come down, but those who are tall never do.
  4. Every section contains something that smells weird.
  5. The weekend may be busy, but you can be slow in your mind.
  6. Rice grains on the counter are a warning.
  7. They will check the breakroom. They will check the Bridge. They will check the closet. They may even check The Box. But they cannot check the bathroom. The bathroom is the perfect hiding place. But you will still get in trouble.
  8. Anger caused by observing poor driving is fleeting. But anger caused by observing poor parking will endure as long as you can see the parked car.
  9. If all the seasonal products were kept in one place how would anyone know, since it would be empty?
  10. Gluten free, kosher, vegan: but no list for products that are none of these? Products that are inaccessible to all those groups, like the Organic Caesar Salad Kit, and probable future products such as the Pulled Pork and Shishito Pepper IPA (7.6% ABV).
  11. A cookie is either round or rectangular, or it is shaped like a thing. There are no triangular cookies.
  12. Some customers buy drinks containing vinegar. There is no way to stop them. You just have to watch it happen.
  13. Even the widest aisle can be blocked by a single oblivious person.
  14. A product that sells poorly from its shelf disappoints the Section Leader. A product that sells poorly from a register display disappoints everyone.
  15. A dull blade is dangerous. A dull wit is embarrassing.
  16. We honor canned corn by celebrating its contribution to a mythic corporate identity, yet fresh corn on the cob receives no such fanfare. A cultural reckoning is long overdue.
  17. Sometimes an unhappy customer can be bribed into happiness. Rarely can they be bribed to leave.
  18. A stack of wine is a temptation for a customer, or gravity, to try one.
  19. The secret tahini location may never be found.
  20. Popular Orange-Looking Easy Non-Taco Alternative
  21. Mules cannot make honey. And bees cannot make mule eggs.
  22. Your flat of diced tomatoes is not a trip hazard if you are with it. Always be with your diced tomatoes. Never leave them.
  23. The emergency exit screams when opened, like a child who doesn’t get what it wants. The emergency exit needs to take a timeout to think about how it’s acting.
  24. Secret taco recipe: Instead of using taco ingredients from other stores, use taco ingredients from Trader Joe’s…BAM! Tacos from Trader Joe’s on Instagram!
  25. Try to remember the last time you heard Huey Lewis and the News outside of the store?
  26. Nobody said the Joe Life was going to be easy, but also, nobody ever calls it that either.
  27. Some people are sad that they missed the one week when Candy Cane Joe Joe’s were available. That is because they believe in temporal existence.
  28. If a customer claims to be having a fantastic day, it’s okay to stop talking to them.
  29. If you find flowers underneath all the groceries in the cart, this customer may have undiagnosed dopamine issues. Avoid initiating discussions about neural architecture or Pai Gow Poker.
  30. Standard protocol for ringing up a cart that a child is sitting in, covered by groceries, should involve giving the child a shot of No Joke Ginger to drink. But unfortunately it does not.
  31. If your grandmother says she’s sending you $10 for your birthday, but when you open the card there’s no money inside, you probably won’t say anything because she’s your grandmother. But if your warehouse says they are sending you ten cases of Triple Ginger Cookies, but when you open the palette there’s no cookies inside, then you’re definitely going to say something because that’s hundreds of dollars and what are you supposed to put on the display now! Way More Chocolate Chips Cookies? Those were a zero ship too. Bastards.

Workplace Fears, Part 3

Fear of Unbalanced Palettes
Only suckers cut the shrink wrap off a listing palette. If you see it leaning because a flotilla of Sour Scandinavian Swimmers cases is crushing a regretful box of Quinoa Black Bean chips like an exhausted lover slumped over a bored third date, be careful. Just like date night, you are right to be cautious. Just as lust escalated the evening from burgers to bed, your passion to cut can lead to even greater calamity. Don’t rush things, but also don’t run away. This fucked up palette may be the perfect remedy to a boring night. Be patient! Start slow. Little cuts. Tease away the wrapper little by little, pulling out the treasure it hides. The palette calls the shots; don’t go faster than it is comfortable with. When you’re done, go into the bathroom and text your friend, lying about how exciting it was.

Fear of Zamboni Inertia
The thing you call a “Zamboni” isn’t really a Zamboni, but it is surprisingly cumbersome. Speeding through the store can be fun, but due to its inertia it can be unexpectedly difficult to maneuver. Remember, you do not need to fear the Zamboni’s poor cornering if you don’t bother to turn. Ramming into fixtures and customers can be a rewarding way to break things, provoke lawsuits, and end your career at the store without the hassle of needing to craft a letter of resignation. To get the most out of your experience, try glancing off objects to maintain momentum until you are ready for the final crescendo of ramming a wine display while customers scream in terror and your crewmates cheer you on.

Fear of Having to Work With Carl
You work with many nice people, or at least a few that you enjoy. If you do not enjoy working with anyone, and you are not an indentured servant, then you should get a new job as soon as possible. You don’t have to update your resume in a panic during your lunch break, but maybe after you get home today. It’s important. Your health is worth more than working with a bunch of dumb stinging caterpillars who say dumb shit and act unfriendly. Let a bird eat them. You don’t need to be there to watch. But sometimes you may work with someone who is actually a nice person, but they are so nice that they seem to float above the ground, never quite understanding what is going on. They may laugh at things, but never at the right time. They may ask philosophical questions that a ten-year-old could answer in depth.  Worst of all, they will say all this stupid shit right in front of customers, not only undermining all your friendly banter, but turning it into actual insults somehow. And you can’t do anything! You are helpless to stop them from not only ruining the customer’s fun, but also your fun. And there is not enough fun. Please, dear God, everything is not fun enough in life, please do not let me have to work with Carl!

Fear of The Armed Forces
You didn’t really have a plan, but your parents were going to make you move out. It was looking like you’d need to join the Army, if they’d take you, but you wanted to reduce the amount of getting yelled at in your life. The possibility was approaching terrifyingly fast, and if the Army wouldn’t take you then you’ve have to go into the Navy. That would mean being on a boat for months at a time, with the only possible escape being to jump overboard, and they’d probably just rescue you and you’d be in a lot of trouble. Yelling, trouble, lifting heavy stuff, uncomfortable shoes, live grenades: it was all incredibly anxiety provoking. The answer was to work at a grocery store, which avoided everything but the heavy lifting. Plus the food was way better. After a couple years though it may start to seem monotonous. You may get gnocchi fatigue, and find yourself longing for a job working with live grenades. So maybe don’t burn your bridge with the jarheads down at the recruiting office. Is that even possible? Won’t they take anyone willing to open their door? Anyway, play it cool okay? You never know when you may change your mind.