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Business Management

When Performance Review Meets the Customer Experience

by Jennifer V. Miller

I just returned from the grocery store, one that I frequent nearly every week.  This is what I overhead as my groceries were being rung up and bagged today: Supervisor (to cashier): “When you’re done ringing her up, meet me upstairs for your evaluation.” Cashier: “OK.” Supervisor walks away. Cashier (to bagger): “Oh, man. ….

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