I’m a loyal customer to the brands I choose
Presented for your approval. to you dear reader. These two seemingly benign mobile phone pics were taken from a nameless, faceless supermarket store chain (I will withhold their name for now).
I have shopped at this store regularly since around 2005 or so and since at least 2006 have shopped there once every two weeks spending anywhere from $50-$100 (not much compared to big families I’m sure). But what ticks me off is that no matter how refined the Inventory and Tracking systems are for any regional grocery store chain, and no matter how much I use my ‘loyalty’ surveillance card for that particular regional grocery store, they still seem to be stuck in the 20th Century. I say that as I have observed the following bad habits time after time, and not just with one regional grocery store but with the top two store chains where I live. Neither one, no matter how much data they collect can seem to keep carrying some items I purchase once every two weeks. Or maybe less frequently than that depending on the product. For instance look at the two photos presented at the top of the webpage. On the left you see what I would describe conservatively as the ‘oddball’ or ‘old-fashioned’ specialty laundry supply shelf. In this regional grocery store, that’s on the very top shelf where it’s less convenient to reach up and haul down a 5 pound box of some kind of laundry product. All the ‘average’ mass market stuff is at waist level or on the bottom where it can easily be slid onto the shopping cart’s bottom cargo shelf (so it’s already a struggle to get to this stuff). The product I like to purchase is the Calgon water softener. Why you ask? Well let me first turn back the clock to the 1970s and this old TV commercial:
As a kid I didn’t do laundry. My Mom would do all the washing and folding up until I was in my later teens. That’s when I had a few experiences washing and folding myself (and occasionally fixing the washing machine too!). I never once in that time really thought about fabric softener or any of those additives market to the heads of households. Whether it was for fragrance or softness or any of those other qualities I didn’t really care once I left home. I just wanted the soap to dissolved completely, do it’s job and rinse completely out of the clothes. Over time the soap/detergent issue came up time and again where a load of laundry would be fouled with undissolved detergent granules that just wouldn’t rinse clean. Which is EXACTLY the opposite of what a clothes washer is supposed to do. At the very least, a clothes washer should do no harm, and not make your clothes dirtier by leaving this sugar like residue clinging tenaciously to your jeans and shirts. But I digress, what I’ve always wanted was a measure of insurance that I wouldn’t suffer from undissolved detergent. The surest way towards that is using really hot water at the initial stage or using a chemical like Calgon to help all the detergent mix into the water. And that’s the refinement I eventually developed all on my own living by myself, doing my own laundry. It took years to get to this point.
So the day that I eventually caved into buying Calgon (I don’t remember when it was exactly but I did it some years before I got married), I stuck with it. My grocery store had no problem keeping that product in stock along with such other oddities as 20 Mule Team Borax and Color Safe Clorox bleach (in the blue box). You can see both of them in the pictures above. The other store I visit also keeps a handy supply of Fel’s Naptha and Downy Flakes as well for the people who crave the old-fashioned products that aren’t designed to ‘Do-it-All’. In fact I think I’ve even seen little blue bottles of ‘Bluing Agent’ to get white dress shirts extra white too. I fully understand the connection, nay emotional tie some seniors and very valuable store customers might have to their favorite brand name cleaner. I too count myself among their ranks.
However, now you can imagine my surprise when I discovered for the first time in 9 years or more that my grocery store has suddenly run out of Calgon. Worse yet as the ‘Before’ picture shows, it’s GONE. No shelf label, no space set aside. It would have been located roughly in that gap between the two Oxy-Clean bottles near the middle (one with green cap, one with yellow). That’s where the Calgon had been sitting for literally 9 years at that store. But I paused and I thought I might become and old man and complain bitterly that, ‘they keep moving things in this store, I can’t find anything’. In fact I did a hardcore search up and down and on successive visits, never once seeing the Calgon return. So I gave up. I stopped using it because I couldn’t find it anywhere else. Months pass, almost 5 months in fact. Out of the blue I decided once more to look and see if they ever got anymore Calgon boxes. I had not looked in that long because it showed no sign of ever returning. I even had looked at buying it by the case online through Amazon (minimum 10 boxes per case at roughly $5.20 per box=$52.00 plus shipping). When I looked this time however, I found it!
Calgon had magically re-appeared not in the same spot, but at least near it’s friend 20 Mule Team Borax on the top shelf as always. There it was, and not just one box. I counted at least 7 boxes in total so someone must have purchased at least 3 boxes out of the case they put on the shelf. Whew! I thought, how lucky am I that whatever oversight, misstep or mistake was made it is now rectified. But it wasn’t enough for me, to just be happy and let this go. I have had more than one of these episodes occur at both the grocery stores I visit. Let me tell you another story about a loyal shopper in search of a brand name product that suddenly vanishes altogether.
My favorite gum, Trident Xtra Care (in any flavor whatsoever, I’m not picky)
Trident Xtra Care gum, I’ve seen it come and go. And now I can’t find it anywhere even after a small glimmer of hope at a national drug store chain. I’ve been buying it every week from two different supermarkets. And yet, no love in return. I had hope when one of the supermarkets it started carrying it after dropping it for a while. Now even the drugstore where I had found a stash of gum has now dropped it too.
Hershey’s Extra Dark is not the same as Hershey’s Special Dark. They are in different leagues, worlds apart from one another.
Special Dark as you recall from your trick-or-treating days is the Bit-0-honey of the Hershey’s Mini Assortment bag. It was like black licorice, blech! It wasn’t all that special, but more bitter than anything else. I despise Hershey Special Dark. However it’s cousin Hershey Extra Dark is different. It’s a 60% Cocoa dream and smoother than any Cadbury, Ghirardelli or Scharffen-Berger. It is the most inexpensive choice save for Cadbury but Cadbury Dark is a dead ringer for Hershey Special Dark and just as objectionable from a taste standpoint. However as I have been pointing out, my favorite product apparently is too difficult for the local grocery stores to keep in stock. I have to go for weeks without a decent chocolate bar usually ending in me buying a Cadbury Special Dark which as I have said is no different than Hershey Special Dark. The best way for me describe it is like eating Nestle bittersweet chocolate morsels (somewhat bitter but WAY too much sugar and 0% cocoa butter).
I guess I should be thankful I make enough money to buy these items regularly. I am so lucky, how lucky I am to have the ability to earn money and have spare time to write about these minor annoyances. It’s true. But at the same time I am achingly curious over the decisions that drive what stores choose to stock and those they let lapse through a fiscal quarter and fiscal year. Is it all a big mistake or is it absolutely necessary to meet your quarterly sales targets? So one customer (namely ME) is inconvenienced and is unlikely to say or do anything about their favorite product going missing without explanation. But this is where I’m drawing the line and asking why, especially give the technology underlying the whole product mix and stocking practices at any retailer. Those guys know what they are doing and I’m an unhappy customer. I am writing this as a way of identifying the damage in the network and will have to begin routing around just like the Internet. Goodbye Supermarket brick and mortar store, hello Amazon dot Com.