Store host, Barbara Bentley, discusses her idea from I’m Running Sainsbury’s and the importance of sizing up someone’s shopping
I started with Sainsbury’s on the 11th of October, I had three days of customer serving, and then I went in to meet the store manager and we had a long chat, and he thought, ‘OK good, she’s got a sales background’.
I grabbed that short trolley and that was the start of it. We were running a store promotion on Champagne in the busy period in the run up to Christmas so I loaded it with Champagne, went round saying to people, ‘Have you seen this fantastic offer we’ve got? – and we sold 20 cases that day. I think that made people think, ‘Maybe we have got an idea here’.
I’m very conscious of the customers that we have in store, and I talk to them in a way that I feel is appropriate. I’m also very conscious of the ‘mission shop’ that they’re on; I don’t look at the individual to start with, I’ll look at the shopping that they’re doing. If I see somebody rushing through the store, obviously looking just to grab a bottle of water and a sandwich for lunch, it’s not the time to go and sell them hot cross buns. I look at what they’re doing, I look at what they’re carrying, I look at where they’re going, and just the whole body language, really.
[Sainsbury's] do take a decision to take it forward; and there’s going to be a much bigger trial. The trial only lasted two weeks, and, as you saw with Becky, she got a little overwrought at the thought of it failing. I had a wobble as well at one point – and I’m not usually prone to those. But there’s such a lot resting on it, and you’ve worked so hard, the pressure you’re under… We’ve all done it because we passionately believe in our particular ideas.
I’m Running Sainsbury’s, Tuesdays at 9pm on Channel 4
Comments
I am currently watching this, and as a avid sainsbury customer i would absolutely hate for such a thing to be introduced down in the south east.
I find the selling technique pathetic hard sell, even when customers say they do not want a product you are “selling” aka putting in there basket, you continue to press them untill they feel they would be doing injustice to your efforts and saying no.
Well if i ever met you, i would most certainly say no to your face.
Barbara, you are amazing and your talents are wasted in Sainsbury’s. Sales and marketing Directors across the country should be watching you very carefully! You have a natural gift with people! Absolutely fabulous!
If they run your idea out across Sainsbury’s I’ll run straight to another Supermarket. How annoying were you?
I have just watched I’m running sainsburys. I am a long term customer of Sainsburys so I hope this message gets back to them – Please PLEASE do not have a ’shopping host’ in the Townmead Road store in Fulham London – it would drive me mad and put me off shopping big time. I hope you listen – maybe its the North South divide but its horrendous and would ruin my lifelong relationship with the store.
Barbara Bentley (I’m running sainsburys’ is one of the most irritating woman I have ever seen on TV. The voice grated, and her idea was rubbish! If Sainsburys installed someone like her in my local branch I would move to Tesco in an instant. Customers do not want to be hassled by some manic woman with a trolley who stalks you as you walk round the store. She also seemed to think that her ‘little idea’ as she like to refer to it deserved a medal. It was hardly ground breaking! She is a busy body with an annoying voice and a far too high opinion of herself. The word jobsworth comes to mind.
Do NOT roll this idea out to stores in the West Midlands please.
Thanks
Barbara Bentley is an inspiration and such a great honest sales woman. What a great idea. I certainly would not mind her approaching me and engaging in conversation. She appears genuinely interested in people and a very loyal person. Sainsbury’s are lucky to have her – they better watch out because she might get snapped up by someone else if they don’t look after her. She’s made me want to shop at Sainsbury’s.
I think barbaras idea was tacky and distasteful. It would make me become an on-line customer to avoid going to the shop.
Dear Barbara
Great programme tonight. Lots of food for thought. However, rather than running Sainsbury’s, ideas like this will ruin them. There has to be a better way to appreciate valuable loyal customers without the hard-sell.
Good to see someone so passionate about what they do, and brave enough to take it to the top!! I thought you may be interested in my blog.
All the best for your future at Sainsbury’s
Lesley Simpson-Gray
Hi Barbara, I admire you so much and Sainsbury’s for listen to you. More company’s managers should be as open minded as they have been and give it a go to ideas of normal people without a degree but with experience and common sense. I am studying HR now and you and your experience is going to be my case of study. All the best!
pop ups we hate them so what do sainsbury’s do—— ‘live pop ups’
89p for two packets of hot cross buns became 2 for £1-20 and £1 per box easter chocolates became 3 for £4 during the span of the programme, look at sainsbury prices carefully, they go up and down and up again more times than flights in and out of heathrow. Innovating leader Mr. King will you ever get it right? I think not. ‘pops’ —– flops.
Watch Barbara last night I’m running Sainsbury’s…What Barbara was doing.. it may be new to Sainbury,s…not for me
I have seen this sort of thing before
what a turn off …
the customers wants to be left alone ..I would not like her job ..I would hated it
I hope the idea don’t go to the south
wendy
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It was just completely tacky.
What was clear to me was that Barbara was so keen to get her idea noticed by Sainsbury’s top brass that she was completely blinkered as to whether it was a good idea or not.
There needs to be an opt-out of being approached. I for one would not appreciate being bothered while I’m walking round the store. I would walk straight over to Customer Services, explain why I’m not coming back and leave.
I am a great Sainsbury’s fan. Please, please do not go down this road. Tell us about your offers via the tannoy system. I do not want anyone bothering me whilst I am shopping. This is a no no!
I have been a Sainsburys customer for 36 years – I don’t rush around the store, but as its a weekly shop I do, I am usually making decisions quietly about what I buy or don’t buy for the week. Presumably I would stand out to Barbara as being an appropriate customer to approach. Let me inform Sainsburys now, I would become extremely annoyed if I was bothered in this way, just as I am also getting with the loudspeaker messages and Gas & Electricity Agents trying to get me to switch. You may be wishing to attract more custom & customers, but you are also in danger judging by previous comments of losing your long standing loyal ones.
Hi
I really enjoyed the series and have watched almost all episodes. Recently saw the one featuring Joseph being fast tracked through a management programme. Just wished to comment that it would be a shame to assess the feasibility of the ‘Fast Track Management Programme for Young People’ for the Convenience Stores soley based on Joseph. Whilst he did demonstrate positive traits, he was mostly out of his depth, didn’t appear to always take on board/action constructive feedback and overall didn’t display the attitude required to move up and outside of his comfort zone. However, absolutely convinced there exists other suitable candidates of similar age and do hope someone else will be given the opportunity.
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