Covid-19 coronavirus Delta outbreak: The lockdown trials of a supermarket manager

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LEVEL 4 LOCKDOWN BAY OF PLENTY

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The current alert level 4 lockdown has created plenty of headaches for Countdown Te Puke manager David Ritchie.

From stock shortages to aggressive customers, he's had to deal with a lot in the first week of lockdown.

But, he says, beyond looking after customers and staff, most things are out of his control.

''This time it's been a bit of a mixed bag,'' he says. ''We've had a lot of praise from customers in terms of service, so we've had some positive feedback from that. The unfortunate thing is we've had a lot of negative feedback, especially to myself.''

He says as store manager he likes to greet customers and make sure they are following the requirements of the Ministry of Health.

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''The problem has been that with such a huge uplift in sales, we haven't been able to get the stock we really need.''

He says tied to the increase in sales, there has been a drop in supply partly because some staff at the Auckland distribution centre have had to go into isolation.

''That's put a huge pressure on the distribution centre and being able to deliver to our stores. Unfortunately my store has been one of the stores that has been a victim.

''We are on the shortlist to get more stock in in the next couple of days but that puts more pressure on the team as well to get stock out.''

He says the store has also had to deal with ''a couple of aggressive customers'' who refused to wear masks.
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''Basically they have abused the hell out of me saying 'I don't believe in it'.''

Those customers have been refused entry and as yet the police have not been called to any incidents.

''We have been quite successful so far in resolving any issues that have come along, but it's a tough one.''

David says there has been no real pattern to what is being bought, but he believes a lot of people are stockpiling.

''[They've been buying] a lot of tinned veges and frozen is well up on sales and meat was another - people are stockpiling meat.

''Produce is OK-ish. People are coming in every two to three days for produce.''

Other items that have been selling in bigger than normal quantities have been sanitisers, cleaning products and bread with suppliers struggling to keep up the demand for eggs.

''I think people are filling up their freezers. Even though the Government is saying don't panic buy, they kind of are. They think we are going to run out of food but we are not going to run out of food.

''Maybe there are more frantic because it's the Delta virus that's more contagious and people are a lot more scared about it.''

David has streamlined the shopping process opening as many checkouts as possible and having two queues to get in - one for those scanning with QR codes and the other for those who are signing in.

''So we are getting through the customers quite quickly while still having social distancing rules that applies. Everyone's been good in the store, keeping their masks on and appreciating the social distancing.'

''We are doing the utmost we can as management and as a team to keep the customers calm and that's become an issue in itself so we are quite focused on that, but I've got to look at my team and their wellbeing as well, and make sure they are capable of carrying on with the work.''