Part XIII - Grocery Guy

Well, I get up at seven, yeah

And I go to work at nine
I got no time for livin'
Yes, I'm workin' all the time

It seems to me
I could live my life
A lot better than I think I am
I guess that's why they call me
They call me the workin' man

'Cause I get home at five o'clock
And I take myself out an ice cold beer
Always seem to be wondering'
Why there's nothin' goin' down here

I guess that's why they call me
They call me the workin' man

"Workin' Man" - Words & Music by Lee & Lifeson 

 After working part-time at the Cornhusker Super Saver for around six months I noticed postings for management positions being posted in the break room. The plethora of opportunities was due to a new store opening at South 27th and Pine Lake Road. I decided to apply for the Grocery Manager slot at the 48th & O Super Saver. I thought my previous experience working as a manager at Food 4 Less and my recent time working on the Night Crew would help me get my foot in the door. I did indeed get my foot in the door and my foot stayed in the B&R Stores door, the parent company of Super Saver, for just under 17 years. 

I started as Grocery Manager for Store #4 of B&R Stores, the original Super Saver in August 1999. I got a little bit of training by Jeff, my predecessor. I came in at 6:00am and leaned how to put in a grocery order and then went back to finish up my two weeks notice at The Omaha World-Herald. Other than that, it was figure it out as I went along. My second week there I was told that I was going to be on my own as the manager-in-charge for second shift on a Friday night. The Store Director and Assistant Store Director would be leaving at 5:00pm, and I would be on my own until the Night Manager arrived at 9:00pm. I had no idea what I was doing, or even where anything was. Fortunately most of the action was handled by the Front End shift supervisor, who oversaw the cashiers. A team of grocery clerks brought the shopping carts in, cleaned the bathrooms and kept the aisles and displays full. When I asked George, the Store Director if I was going to get any training he told me that I'd figure it out and I was the evening supervisor 1pm - 10pm every Friday. The only manager in the store for 5 hours.

Friday nights were where I learned a lot about managing, not just the tasks, like ordering, but keeping all the balls in the air, dealing with angry customers, keeping all the clerks busy, making sure the Deli and the Bakery and the Meat department crews were all doing their jobs. One night, as I was making my rounds, I saw our evening janitor, Bill, gathering up trash to take out to the dumpster. Or that's what I thought he was doing. As I observed him, I saw that he was hiding items of produce under the trash bags, very carefully constructing what looked like a cart full of trash, but was really full of items that he was stealing. I called the police and had him ticketed for shoplifting. He ended up getting the charges dropped because the cop screwed up the paperwork. He had the gall to ask for his job back. He did not get it. 

I mentioned in my reminisces about my part time job with The Omaha World-Herald that my hours were different than what I thought they would be. I knew that I would be working at least one weekend day, but was surprised to learn the rest of the schedule expectations. A salaried manager was expected to work, not 40, but a minimum of 45 hours each week. Most days I was scheduled to work 6am - 3pm, with an hour for lunch. Fridays was 1-10pm without a lunch, since all the other managers left by 5:00pm. At first I had Sundays off, and had to work a half day on Wednesday, although "half day" was a misnomer. a half shift should have been 4 hours, so theoretically I should have been leaving at 10:00am, but we had a managers meeting from 9-10am, and since it was ad day I unfailingly had vendors looking for me when I came out of the meeting. Noon was a more common time to leave. Fortunately, shortly after I was hired we were given the choice of working 5 days or 5 ¹/₂  days, so my schedule changed to 6am - 4pm, with Thursday and Sunday off. 

Periodically our supplier, which at the time was Fleming Foods, would host a "Food Show". This was a gathering of vendors, who would promote their products, and give us an opportunity to buy quantity at lower prices. They also had an ad schedule; we had the opportunity to order our ad items in advance. An experienced grocery manager had a pretty good idea how much of a given product he could sell at a particular price, and order accordingly. I, on the other hand, had no idea what I was doing. I'm pretty sure my orders bore no relationship to what we could potentially sell. It was possible to check the computer database to see what had sold the last time a specific product was in the ad. One vendor, who was known as a weaselly sort, offered to sell me some Rotel, which sold well during Super Bowl.  I checked the database and ordered accordingly. The problem was that the database listed sales in units - I thought it represented cases. If I remember correctly we sold about 100 units around Super Bowl the previous year, which meant I needed 8-10 cases of 12 each. I ordered 100 cases. The vendor had to have known that I was making a rookie mistake, but let the order go through. We eventually sold it all, but it took all year! I never trusted that guy again. 

Years later all bulk or pallet sized orders originated in the corporate office. But when I was first promoted to grocery manager we had the freedom to order large quantities and run our own internal sales. I would regularly order a truckload of Old Orchard cranberry juice and other flavors, figure out what price point I wanted sell them at, calculate what price I needed to buy them at to achieve our gross profit goal, and negotiate with the supplier to get my target price. For about a year I would order a truckload every quarter and sell the whole delivery in less than two weeks. 

There were definitely some interesting characters in that store. Don, the Assistant Grocery Manager, was one of those guys who had a story for every occasion. He was a guitarist, and he used to talk about having played with some famous people, including David Crosby. No one believed what we thought were just tall tales until several years later talking with some local musicians who confirmed that he had indeed played with David Crosby! 

Terry was our janitor. He was a scruffy little guy with a giant moustache, who always seemed down on his luck. He would share his financial woes with the rest of us, woes that boiled down to him spending money foolishly. A couple of us offered to help him manage his money for a few months, especially since he was constantly taking out high interest payday loans to make ends meet, which always put him further behind, but he refused. The craziest thing he was involved in was getting involved with a woman in another state. This was around the year 2000, the infancy of the internet, and I don't remember how they got in touch. Despite being chronically broke he paid for her and her adult daughter to move here whereupon she moved in with him, hooked up with another guy, and kicked him out of his own apartment. He was the only person who I ever gave a zero to on an category of his annual review. This was in the category of appearance. There were a lot of issues there, but coming to work with a large hole in the seat of his jeans...while not wearing underwear, earned him that zero. 

Our maintenance man was another guy named Don. I don't remember him doing much maintaining, just a lot of walking around or standing up front with his arms crossed when we were busy. He was once asked to build a mobile podium for the cashiers' managers to use. The tiny wheels he put on it bent under the weight of the wood after one shift. I was assigned by the store director to do Don's annual review. The reviews had 15 categories where we rated the employees on a scale of 0 - 4. A "2" indicated that an employee was doing the basics, but not really doing anything outstanding. It was a typical score for someone new. A "3" meant that they were an excellent employee. "4's" were rare, but I always tried to find some reason to give a few. Some managers maintained that they meant "perfect", which was incorrect - it was more like "over and above", or "an example to others". If you didn't miss any work and showed up in the proper uniform every day I gave you a "4" in the attendance and uniform categories. (A "1" meant you had areas that were well below standard; a "0" was rare enough that I only gave out one in 17 years. I gave Don a pretty good review. A couple of "4's" and "2's" and mostly "3's". Weirdly he sat through the review sullenly declining to give an feedback or response. After we were done he stomped into the store director's office and slammed the door. He thought that he should have received all "4's" and complained about his review. Fortunately, the store director backed me up. 

My biggest challenge during my time as a grocery manager was my relationship with the Night Crew. In theory the grocery manager decided what displays would be built and where. The grocery manager did the daily ordering which  determined their nightly work load. The problem was that the Night Crew had very firm ideas about how things should be done and what they would do. My own inexperience added to the mess. Again, in theory, the grocery manager was supposed to "walk the store" and make sure the Night Crew had left everything in order. In practice, any changes or input were going to be ignored. Very soon after I started, Mike, the Assistant Store Director, pointed out a few minor things to me that he thought needed to be changed, and that he wanted me to communicate to the Night Crew. They were so minor I can't even remember what they were, but when I talked to Alex, the Night Manager, about it, he out and out refused. If you've read my series on managers, you know that a manager has several possible sources of leverage over their employees. 

1. Legitimate Power: The ability to influence others due to one's position, office or formal authority
2. Reward Power: The ability to influence others by giving or withholding rewards such as pay, promotions, time off, etc.
3. Coercive Power: The ability to influence others through punishment
4. Expert Power: The ability to influence others through special knowledge or skills
5. Referent Power: Power that comes from personal characteristics that people value, respect or admire

There were several problems that stymied my ability to get the Night Crew to do what I needed them to do. 

1. I wasn't technically the Night Manager's boss - he was very aware that, although I was responsible to give them direction, on the org chart we were equal. I didn't have any formal authority to tell them what to do
2. I had no control over pay, vacation, promotion. There was nothing I could do for them. 
3. I couldn't force them - same as #2. There was nothing I could do to them. 
4. I couldn't dazzle them with my deep knowledge of merchandising or even stock crew operations, because I didn't have either. To them I was an outsider (true) whose only experience was six months as a stocker. My many years experience as a manager was worthless to them. 
5. I've worked for managers who got things done simply because they were good people that their employees would do anything for. I've been that manager on occasion. These guys had no respect for anyone, least of all me. 

The problem was exacerbated by the refusal of the Store Director to address the problem. I exacerbated it myself a couple of months after I started. Thanksgiving was coming up, my first big holiday as a manager. As the big day approached I kept hearing the phrase "double truck". Due to the holiday, one of our regular deliveries would be eliminated, so extra stock needed to be ordered to make up the difference. But I took the term "double truck" very literally. If normal procedure called for one case, I ordered two. If it called for two cases, I ordered four. When I arrived at work the next morning the aisles were choked with stock that would not fit on the shelves. Craig, the Assistant Store Director (the previously mentioned Mike had transferred to a new store) had to literally prevent Alex from assaulting me. 

My lack of experience coupled with the Night Crew's lack of respect escalated. One night a member of the forklift crew ripped up a list of changes that I left for them right in front of me. Alex refused to walk the aisles with me in the morning, despite our VP of Operations and Store Director mandating that it be done. It finally came to a head during a meeting that included me, Don, my Assistant Grocery Manager, the Night Manager and his Assistant Night Manager, the Store Director and Assistant Store Director. I don't know if Alex had complained about me, or if store management finally saw a problem that needed to be resolved. The meeting was tense, but it seemed like we were getting things figured out. Alex and his assistant talked about the amount of time it took to execute a change in a display and I promised to keep the operational side of things in mind when planning. It all appeared to be headed for resolution; I summed up my side of things by saying that I just wanted to have open communication. Alex responded with "Well, I'm communicating that you don't really know how a night crew works" or something similar. Store Director George attempted to smooth that over by asking both of us if we could work together moving forward. Alex shrugged and gave an answer something like "I'll do what I can". George was prepared to accept this, but Assistant Store Director Craig exploded. He asked Alex what he meant by that. What he thought "doing what I can" entailed. He ripped into him for his comment about communication. He ripped into him for his attitude. He made it clear that he thought that the problems between day and night teams were entirely Alex's fault. 

From that moment on I had an ally in Craig. Even though Alex didn't respect Craig either (he had recently left another grocery chain to work for Super Saver), Craig did have real authority over the Night Manager and backed up my decisions, while at the same time teaching me how to be better at my job.

Not long after this meeting most of the bulk and truckload ordering had moved from store level to the corporate office. All available storage space was rapidly being filled. Unlike Food 4 Less, the back rooms at Super Saver were small and were not designed to store large quantities. Overstock was stacked on top of the warehouse racking on the sales floor. All of that top deck space had been filled and pallets were being stacked three high near the check stands, and in other areas of the store not designed for storage. Alex and his crew complained to no avail, until one day, fed up with the mess, Alex and several of his most experienced forklift drivers walked out. Now this left us short staffed, but no one missed Alex. 

The two years that I worked at the 48th & O Super Saver were in some ways the last gasp of the old school way of running a grocery store. I mentioned earlier that bulk ordering shifted to the corporate office. Adequate staffing was coming to an end. In Super Savers the Grocery Manager oversaw the janitors and grocery clerks, who were responsible for bringing in carts from the lot and generally keeping the store in order. In those days there would be four grocery clerks and a "utility clerk" (basically a janitor) on duty in the evenings, with six clerks on weekends. By the time I left Super Savers in 2013 we were lucky if we had two. Having that many unspecialized staff meant that not only could you handle special events that required extra staff, like anniversary cake giveaways, but if someone called in sick in another department you could loan them out to check, or stock dairy, or fill produce racks. It wasn't long before Walmart came to town, resulting in fewer sales. The corporate answer was always to cut labor. Another change was the bonus structure. For some reason Grocery, Frozen, Dairy, General Merchandise (GMD) and Spirits Managers were not eligible for bonuses, but the so-called perishable departments, Meat, Deli, Bakery and Produce were able to earn quite lucrative bonuses. A Meat Manager could conceivably make $60,000-70,000 in bonuses on top of a typical $35,000 a year salary. The potential bonuses were much reduced, which angered many long term managers, especially the Meat managers who had grown to expect the large payouts as part of their salary. 

After about two years as a Grocery Manager I started to set my sights on a promotion to assistant store director (ASD). My own ASD had started coaching me on some of the responsibilities of the position and I felt confident that I would be able to step up. There had been some changes with store directors retiring and ASDs moving up, leaving several open positions. I was considering applying for the position in one of the smaller stores, but my ASD counselled me to wait, suggesting that something better would open up soon. In fact, he was promoted to store director, opening up an ASD position in my own store. I interviewed for the position and was offered the job. Unknown to me, Tom S, the Operations VP, was offering the job to Lonnie, the ASD at the Cornhusker Super Saver. So I had to interview again, this time for the ASD position at the Cornhusker store. Brian, who had hired me as a stocker two years before, was still in charge and hired me as the Assistant Store Director for his store. 

Time for the next new adventure.