Make sure your mission makes it to the frontline

If you have gone to Walgreens recently, your cashier should have said to you, “Thank you … and be well.”

walgreensbewellI remember the first time a cashier said this to me. I paused – quite amazed that the teen-aged cashier would say something so sophisticated to me – and I said, “Well, thank you very much!”

The next time I went to the store, the cashier – a different one from the previous time – told me to “Be well” as he handed me my bag. So then I figured it was just something that the store manager required employees to do. Regardless, I still thought it was a nice touch.

Then, I started hearing and reading more about Walgreens new campaign, which reflects the company’s mission to deliver products and services that improve the health and wellness of its customers. The cashiers saying “Be well” is a part of that — a fact that impressed me more than if a teenaged cashier thought to say it on her own.

Many times, companies forget their frontline – the people out there actually interacting with and serving the customers. So when a new campaign is launched in a store, for example, a customer may ask what the campaign means and the clerk will shrug and say, “I don’t know!” So, in five seconds, all the company’s efforts are out the door!

Walgreens’ inclusion of their frontline in their campaign makes me think they know the value of the frontline people and their role in making the company a success. I think all companies should take note of this important lesson.

Do you take care of your frontline? What are some things you can do to make sure they are included? 

Bridget

Bridget Ingebrigtsen owns Write On Command, a company that provides writing and editing services to businesses and not-for-profits. Bridget describes her six-year stint as Anchor Advisors' writer/editor as being "mutually beneficial" -- she helps Anchor Advisors keep their written projects on track and Anchor Advisors helps her keep her business on track. When she's not running her business, Bridget is running after her four children, two dogs and the latest in entertainment news. Connect with Bridget on Google+, Twitter and LinkedIn.

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  • ebsuccess

    Bridget,

    Great post! Short and to the point. If more companies interacted with customers at the front line we could see a change in the way business is run. For the better.

  • brid3532

    Yes, it’s interesting how a few words could make such an impression! Thanks for your comment — I wish you “well.” :)

  • Lulu

    No! It’s annoying. The magical cashier incantation of “be well” does nothing but make me wonder what other corporate mandates these poor cashiers must comply with. It does not make me believe the cashier (who is still a stranger to me) cares about my health and well being. And on the occasions that I am actually un-well and have had to go to the drug store to get medications…the command to BE WELL makes think of some clueless potentate commanding the peasants. Just say “thank you” – it is enough.