Tell me about a time you went above and beyond to get a job done.
We had to lay people off a couple years ago, and the vice president asked me for my recommendations while I was out on vacation. Because I had been meeting regularly with the directors and had been leading a workforce planning effort, I had very clear data from them regarding those areas where reductions could be made with the least disruptions to key services. I took the time during my vacation to share that data with the VP. The result was that the decisions were made in a timely way and the impact on services was minimal.
Although I had already punched out, I stayed behind to help a colleague solve a problem. A customer was very angry, as he had waited a long time for his coffee. My colleague was new, and she was quite slow. I came out and explained things to the customer. Although he was very angry at first, I just listened to him and told him that we try to bring our best out to each customer who walks in to our store. After a one-hour discussion, he left with a happy face and was satisfied. .
While working at a large retailer, I was one of three people to work in the electronics department. One day upon arriving at work, I was told the district manager was coming the next day to do a store inspection. The two other people who worked in electronics were both over 55. Neither could lift heavy objects, and one refused to work at all. As a result, the electronics department was usually left to me to keep in order and stocked with product. I had about five hours of work time to get the entire department in order. After the five hours passed, there was still a substantial amount of work to be done. I asked the store manager if I could stay and work after hours while the overnight stockers were there. He said that because of the employment budget, he could not let me. So I was faced with bringing the entire store’s rating down or not getting paid. I worked without pay, and three hours later, the department was in tip-top shape. The electronics department got a score of 95 out of 100.