COVID Cautions
Q: Hello. You have a great store, but I am shopping elsewhere for now, and advising everyone else I know to do the same. However, I would return in person to shop if you adopted the more stringent protocols being used in Germany and some other countries:
1. Cashiers and customers separated by a plexiglass shield. I think this one is essential, so I checked your website to see if it is mentioned. It does not appear to be. Currently I will not enter the store unless this kind of shielding is in place.
2. No-contact paying possible by providing a debit or credit card number. Some people naturally forget to wipe down their card with disinfectant afterwards.
3. Reduced density of people in the store at all hours, not just during the “seniors” shopping hour. The goal should not be just to keep the more vulnerable people safer in the store. It should also be to reduce the chances that someone younger and healthier gets the virus in the store and then passes it on to someone vulnerable later.
I am a microbiologist, so I do have some knowledge on this subject. Please let me know what plans you have or don’t have regarding these precautions. I will forward your response to everyone I know. Thanks.
A: Thanks for writing. I am pleased to report we meet all your criteria and have for weeks. We have had the ability to accept Apple Pay, Samsung Pay, and contactless cards with the wifi symbol for quite some time, well before the pandemic began. Customers still need to use the stylus on the pin pad to approve the payment, and to mitigate this issue, our cashiers frequently wipe down the stylus and pin-pads. Plexiglass shields at all checkout lanes and the Customer Service desk started to go up the week of March 16 with full install completed the following week. On Thursday, March 19, at the same time we announced reserving the first hour of the day for seniors and those with compromised immune systems, we started limiting customer capacities throughout the day. We started with a capacity of 50 at a time, now it is down to 30 due to things we have learned along the way. You can find out more about precautions we have taken at www.willystreet.coop, and if you have other concerns about what we may or may not be doing, West can also be reached at 608-284-7800 during business hours for clarification. We hope this message meets you well. Take care. -Kirsten Moore, Cooperative Services Director
Thank you
Q: We just wanted to thank you for the incredibly great job you’re doing during this pandemic. The policies you’ve quickly instituted, the worker protections, the continued high quality of your customer service, the efforts to stay stocked —all reinforce our long-held opinion that you are an outstanding organization. We are greatly appreciative.
A: Thanks for the kind words and gratitude! I will share with all of our employees. Good health to you! -Kirsten Moore, Cooperative Services Director
Face masks
Q: Face masks are made to protect others. Your checkout people wear masks as do most other staff. I was disappointed, however, to have one bagger, then another take over for her, not wearing one. I realize they are not very comfortable, but very important in these times. Again, thank you for what you are all doing.
A: Thanks for writing and for the compliments! Our face-covering policy goes into effect starting today, and most employees working at the Co-op will be required to wear a face covering at least through the duration of the Safer At Home Order. Many of our employees voluntarily adopted the policy early, which is why you saw so many already wearing them. Please note, the CDC does recommend that some people refrain from wearing face coverings, and that includes people who may have trouble breathing or may not be able to remove face coverings on their own. Employees who may have these issues are exempt from any expectation to wear face coverings, as that is what is safest for them. Be well! -Kirsten Moore, Cooperative Services Director
Bringing own bags
Q: When I shopped today I was told that we would no longer be able to bring our own bags to package food. I have searched the CDC and DHS websites RE covid19 and am seeing nothing about transmission via plastic bags. https://www.dhs.wisconsin.gov/covid-19/protect.htm says that “The greatest grocery-related risk is contact with others with high-touch areas like shopping carts and basket handles.” So where is this coming from?
A: Thanks for asking. We made this decision with guidance from Public Health Madison & Dane County, and at the request of our Front End departments. Deciding not to accept reusable containers at this time makes it safer for our cashiers, as we cannot guarantee the cleanliness of the containers or bags customers bring in. Our cashiers are in high touch areas at the checkout lanes and need to touch every item that comes through the lane. We are not the only store that has temporarily ceased this practice, we’re in communication with co-ops across the country that have also taken this step. We hope this message meets you well, and good health to you! -Kirsten Moore, Cooperative Services Director
SNAP
Q: Hi. I have been putting off getting groceries because I have to use SNAP and don’t want to come into a store. Is there some way to purchase (or maybe even just select) my groceries online for pick-up? Maybe by calling or emailing a copy of my card?
My family sends our best wishes to all of you on the front lines. We really worry about all of you and hope you can all stay safe and healthy.
A: Thanks so much for asking and for the well wishes. We do accept Wisconsin FoodShare/QUEST (SNAP) at shop.willystreet.coop. When you are making your payment, you may select EBT. Then you will be asked to secure your order with a credit card. When we deliver or you pick up, we will swipe the EBT card to pay for the FoodShare Eligible Items, then use the credit card you entered to pay any remaining balance. If you have any questions about this when you place your order, please call our North location at (608) 471-4422 during store hours (10:00am-8:00pm) or email orders@willystreet.coop for assistance. Hope you’re having a happy and healthy weekend! Take care. -Kirsten Moore, Cooperative Services Director
Touching produce
Q: Thanks for all you are doing to keep everyone safe during the pandemic. I shopped at Willy East last Friday and am just wondering if there is some sort of signage or other way to help shoppers be more aware that now is not the time to finger/handle all of the produce. I was thinking of buying a green cabbage but a shopper in front of me wearing street gloves picked up and handled about 20 cabbages before selecting one. Not a great idea in terms of spreading germs or in terms of moving efficiently through the coop.
A: Thanks for the suggestion, and I’m sorry to hear about the cabbages! We do already have signs that say “Only touch products you intend to buy,” in various parts of the store (including Produce) and we also have employees who make announcements throughout the day on the paging system reminding customers of this request. Unfortunately, not everyone sees the signs or hears the pages. Next week our signs will be updated with some icons, and maybe the new look will attract some more attention. I think in some situations, the best thing to do is to tell someone when they’re doing something that doesn’t follow social distancing guidelines, as some habits are hard to break and we need to help each other out. I also hope that everyone is washing the produce they buy! I hope this message meets you well, and good health to you. -Kirsten Moore, Cooperative Services Director
Buying bulk right now
Q: One reason I love the Co-op is the ability to decrease plastic use by buying from the bulk bins. That is not available now due to the Covid rules. Is it possible now to buy bulk flour or beans (vendor type packaging) to reduce my plastic use?
A: Thanks for asking. We love and miss the bulk bins too. At this time we cannot take any pre-orders for bulk items because of restrictive ordering limits imposed by some of our distributors due to COVID-19 related supply issues. That said, if there is a particular product you are looking for at volume, you may certainly call ahead to the Co-op the day you plan to shop and see if we have it in stock (or ask at Customer Service when you arrive). If we have a sealed bag available, we may be able to sell it to you. North can be reached at (608) 471-4422. I hope this message meets you well. Good health to you! -Kirsten Moore, Cooperative Services Director
Nothing but impressed
Q: I have been to your store twice now since the covid craziness and have been nothing but impressed with the dedicated team at my store. Even in these stressful times the employees are helpful, smiling, and making it work. Everything seemed to be run smoothly and with such attention to safety. Thank you all for being such valued members of our community!
A: Wow! Thanks so much for the kind words and compliments! I will share them with all of our employees. Take care and stay healthy! -Kirsten Moore, Cooperative Services Director
Bulk requests
Q: Is it possible during this covid era that the co-op would consider having a couple of employees take customer bulk request(s) and then retrieve these items .? ….blocking off the bulk product to allow only those designated gloved masked employees access…
A: Thanks for the idea. We do not have the staffing capacity at this time to consistently offer a by-demand service like this. All three sites are, however, pre-packing bulk items that do not already have packaged grocery counterparts as time allows so that they are available for you. If you are looking for a specific item, the best way to learn whether it is in stock is to call the store before your trip. East can be reached at 608-251-6776. Be well! -Kirsten Moore, Cooperative Services Director
Gratitude
Q: I just wanted to extend my sincere thanks to everyone at the coop in these unprecedented times. I am ever so fortunate to be able to have access to your store both physically and financially. As I was eating a fresh apple last night I had a moment to reflect on, what a luxury that it was to be able to do so. In this time. That you folks come to work. Keep the food chain flowing, so that little old me, can be grateful with an apple.
Truly. Thank you folks!! It’s no small task you each do. From one food service worker, to another.
A: Thanks for the kind words! I’ll make sure to share your message on our employee intranet for all of us to enjoy. We appreciate you too! Be well! -Kirsten Moore, Cooperative Services Director
Hazard pay
Q: We moved here in 2018 ago from Seattle. I still get emails and have maintained membership at PCC, our co-op there. They have done a phenomenal job keeping stores open and safe despite the virus in recent weeks.
They have also given a temporary hourly bonus to their employees. I would encourage Willy street co-op to do the same. Every time I shop at WIlly west, I am impressed by how hard the cashiers and stock people are working. Let’s make sure they know how much this is appreciated! Kind regards.
A: Thanks for writing, you are definitely reading the minds of all of us here at the Co-op. Earlier this week, the Co-op implemented a limited time hazard bonus that will be applied to hours worked starting March 16, 2020. Be well! -Kirsten Moore, Cooperative Services Director
Gift cards
Q: We would like to purchase “Virtual Gift Cards” for our own use to eliminate touching the card machine at the checkout. Please institute a program so we could make such a purchase and then spend down the balance by using our owner number and giving a password to the clerk or showing an ID. Thanks.
A: Good idea! You may be interested in our house charge program. You would pay a deposit that we keep that will equal your charge limit. You can make the deposit by mailing us a check with a completed form I’ve attached for you. Please mail to: Willy Street Co-op Central Office; 1457 E. Washington Ave., Madison, WI 53703.
Alternatively, you can call one of the stores to make the deposit using a credit card over the phone, and you can simply scan and send the application back to ora@willystreet.coop.
Once your account is set up, you can then charge up to that charge limit before you need to make a payment. You will have to sign the house charge receipt when they make a charge at the store. We send out monthly statements showing each charge and payment and month end balance. When you want to close the account we refund the deposit less any outstanding balance on the account.
Please let me know if you have further questions about this and I can put you in touch with a member of our finance team. Good health to you this weekend! -Kirsten Moore, Cooperative Services Director
