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Indian Valley Record
Wednesday, Feb+23, 2011 3A i
I
Mike Taborski
Publisher
mtaborski@plumasnews.corn
In an effort to better under-
stand consumers' impres-
sions of their experiences
shopping locally, and then
perhaps to use that informa-
tion to assist local businesses
during these challenging
economic times, the Plumas
Economic Recovery Commit-
tee (PERC), in cooperation
with the Alliance for Work-
force Development, decided
to conduct a countywide
"secret shoppers" campaign
during the recent Christmas
shopping season.
This clandestine team
reported findings that, not
surprisingly, varied but little
from one end of the county to
the other.
After visiting 32 establish-
ments countywide -- several
were given repeat visits for
specific reasons -- the report
showed that the majority of
stores were well stocked,
clean, and well organized and
departmentalized.
Unfortunately, however,
some stores were reported
as being "dirty, messy and
cluttered."
Those stores that were
festively decorated for the
holidays -- some even play-
ing holiday background
music -- left a positive im-
pression on each of the
independent secret shoppers:
One commented that sea-
Sonal decorations (in the
store) enhanced shopping
enjoyment.
In the findings, each of
the secret shoppers shared
another positive impression
from the majority of the
stores visited. It had to do
with how knowledgeable and
proud the owners and/or
their representatives were
with what they offered for
sale in their store. "Some of
the owners/employees were
very engaging and made the
experience very pleasant,"
said one shopper.
But the overriding factor --
which certainly should come
as no surprise to business
owners -- in determining
whether the shopper would
return to the store centered
on customer service.
The judges said some of the
criteria for measuring what
they considered good cus-
tomer service included being
acknowledged when entering
and leaving a business, being
offered friendly assistance
without feeling like they
were being Pestered or pres-
sured, and being given a
referral to another local
business when the items they
were looking for were not in
stock.
Twenty-three stores were
rated in this category as
either excellent or good. The
shoppers said they would
definitely make a return visit
to those businesses.
Another seven stores didn't
rate quite as well but would
likely get a repeat visit from
the shoppers. Only two stores
failed to provide the arguably
single most important in-
gredient: excellent customer
service.
A critic reported that in
one establishment two clerks
amp
rns
were so busy chatting with
one another behind the front
counter they couldn't be
bothered acknowledging
customers entering or leav-
ing the store. The judge
added that neither clerk
left the counter area to offer
assistance to any of the cus-
tomers roaming throughout
the store.
At another store the clerk
was too busy texting to help
or acknowledge customers.
The judge said 15 minutes
elapsed before the clerk
said anything. However, a re-
turn trip to this same store
resulted in a more positive
experience with a different
clerk.
As we all know, first im-
pressions leave a lasting
impression. Even though the
stores with poor customer
service were well stocked
and clean, the shoppers
adamantly said they would
not return.
As a result of this secret
shopping experience, one of
the judging teams said that
next year members would
Sierra Institute for Com-
munity and Environment
welcomes back Indian Valley
resident Louise Steenkamp to
assume the position of health
policy associate. Steenkamp
brings a wealth of experience
in the health field and in
Plumas County to the insti-
tute's efforts to improve
health care access.
"I'm not just excited about
working with some of the
dedicated and hardworking
partners from the past but
also developing new relation-
ships with service and health
care providers for young
and old," she said. "Plumas
County is a dynamic place
that is impacted by new ser-
vices, technology changes
and people moving in and
out."
For the last three years
/S eel amp ordinated a
Division o vention and
Wellness project for the
Massachusetts Department of
Public Health and prior to
that worked for SRI Interna-
tional, Center for Education
and Human Services Policy.
Steenkamp's experience in-
cludes a master's degree and
a four-year position as a
health education Coordinator
for Plumas County Public
Health Agency. Additionally,
she. served as an advisory
member of the institute's
Proyecto Salud project that
promoted Latino health care.
"I am excited about my re-
turn and am looking forward
to reaffirming relationships
with partners from the
Plumas Children's Network
and Computers In Our
Future days," she said. "We
make achievements in health
access and well-being but
challenges old and new are
ongoing."
The institute promotes
healthy forests and water-
sheds by investing in the
well-being of rural communi-
ties and strengthening their
role in decision-making. The
institute works with partners
on projects both locally and
regionally, including the
Lake Almanor Basin and
communities in the Burney
Creek/Hat Creek area north
of Mount Lassen Peak
and Greenville High School.
Projects encompass a wide
range of actions, including
ierra
C
rin
lini
ers
il
research, education and com-
munity collaboration. All
projects are centered on the
idea that landscape and com-
munity health are mutually
dependent.
"At Sierra Institute, we
anticipate future environ-
mental and health impacts
and, through collaborative
partnerships, facilitate policy
and system changes as appro-
priate," said Steenkamp.
The institute's health
project will address health
access challenges, including
the need for language skills
and culturally appropriate
health information. To that
end the institute reestab-
lished its work with Proyecto
Salud. Additionally, in anti-
cipation of the need for
electronic health records
and health information tech-
nology, the institute is
embarking on discussions
with health care providers,
districts and the Plumas
County Public Health Agency
to explore ways to more effec-
tively connect health services
in the county.
"Community-based organi-
zations are critical partners
Nor-Cal Shrine Club will
host a free screening clinic
for children 0-18 years of age
to determine their eligibility
for treatment at the Shrine
Hospital. The children will
be examined by a volunteer
local health care profes-
sional.
The clinic will assess a
screening
,, ,,'i we
can' ll find
some o can.
ATTY
General Building Contractor
Calif. Lic. #45:927
(530) 283 2035
variety of orthopedic andear deformities.
other ailments including The clinic is scheduled for
scoliosis; dislocated hips; March 5 from 9 a.m. till 1 p.m.
club feet; cerebral palsy; at the Shasta Community
rickets; fractures; burn scars; Health Center, 1035 Placer St.
head injuries; sport injuries in Redding. For more infor-
to bones, muscles or tendons; mation call Tom Hester,
hand, leg or back problems; screening clinic chairman, at
birthmarks; abnormal skin356-9343 or e-mail hesterop3@
growths; and congenital snowcrest.net.
Quincy Friends
The Quincy Friends of NRA
cordially invites you to attend its
Annual Fundraiser and Auction
GRAND PRIZE DRAWING:
HENRY BIG BOY • 44 MAGNUM RIFLE
Live-- Auction Silent Auction
Special Drawings Games
Limited Edition Firearms
Custom Knives, Art Prints,
many other items created for this event
Saturday, March 12, 2011 • 6pm
at the
Plumas-Sierra County Fairgrounds
204 Fairgrounds Rd., Quincy, CA
Tickets: s40 each
Tickets will not be sold at the door!
For Ticket Sales or Donations :all:
Gina McGirr 283-4130
Mike Chambers 283-3815
Mel Green 283-2019 • Rick Cliff 283-0172
for the Sierra Institute as the
organization itself is not a
direct service provider,"
Steenkamp said. "I remember
well the constant question
back then about the health
agency's involvement in
computers and TeleHealth
and today, the link between
technology and access to
health is dear."
Whether in a high-tech
urban state like Massachu-
setts or a rural setting like
Plumas County, it's clear that
developing and maintaining
relationships are front
and center priorities for
Steenkamp.
For more information about
Steenkamp or Sierra Institute
health care work, contact
Steenkamp at the Sierra Insti-
tute via e-mail at LSteenkamp@
SierraInstitute.us.
travel to the various commu-own report. Others on the
nities in Plumas County to do committee will be given a
their Christmas shopping, summation including the
adding that they had no idea judges' comments but not
so many treasures were business names.
available in Plumas County Wickman also said the
stores. Alliance For Workforce De-
Bill Wickman, PERC's velopment, which has a rep-
chairman, said the t6ams' resentative on PERC, will get
analyses specifically identi- the summarized information
fled each business they for potential training aids.
visited, but that information PERC has scheduled another
was confidential, revealed to secret shopping mission for
only the shoppers and two this May and June when
committee members. Each teams will visit a new set of
business shopped will get its businesses countywide.
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