Photo by Olivia Burton.
Joe Bates
Joe Bates has embodied Western's commitment to customer relations and customer service for over 40 years.
Joe Bates has seen a lot of changes in his 40 years at Western Supermarket in Mountain Brook Village.
“The kids I used to see on the bottom of the buggy are now pushing the buggy with their kids,” he said.
Bates started working in Western’s produce section on Aug. 28, 1973. Over the years, he saw the transition from S&H green stamps and manual cash registers to the computerized system of the modern age.
The one thing that never changed was Bates’ commitment to customer service.
Community members are invited show their appreciation for Bates’ years of service at a retirement party at Western in Mountain Brook Village on June 25 from 11 a.m. to 2 p.m. The store will have snacks, punch and a card to sign for Bates.
Bates said that the reality of his retirement finally hit him when he saw a banner by the store entrance that announced his party.
“It’s like a family,” he said. “Well, it is a family. We call customers by name, they call us by name, and I’m going to miss that.”
Many customers who have moved out of Mountain Brook -- even from as far away as Saudi Arabia -- look up Bates whenever they come back to town.
From the produce aisle to concierge, if there’s a job to be done at Western, Bates has likely done it at some point. As concierge, Bates was known for going above and beyond what was expected of him.
Although Western does not have a delivery service, Bates has helped customers who had difficulty getting the groceries they needed. He said that he has several customers from St. Martin’s in the Pines who call him when they need to go shopping. Bates then picks them up and brings them to Western.
Store manager Clay Adkins called Bates “the face of Western for most customers” because of his customer service skills and friendliness.
“I have been shopping here for years and he has always been the quiet smile behind all the other wonderful employees there,” Mountain Brook resident Susan Nabors said, noting that Bates was always quick to help with school or community fundraisers.
Although Bates has many fond memories of the store, one in particular stands out to him.
During the chaotic snow days last winter, Bates and several other Western employees kept the store open to help the community. Many people who had become stranded found food to eat and a warm place to stay at Western.
Bates said a grocery store is not a bad place to be stuck.
“We spent the night here in the store, and customers were surprised the next morning when we unlocked the door that we were still here,” Bates said.
During his retirement, Bates plans to visit his family in Mobile and enjoy his retirement. Although he will miss the store, he is looking forward to relaxing.
Still, he doesn’t plan to be gone for good.
“I told this company that whenever they need me, I’m always available,” Bates said. “So I’ll be poppin’ in from time to time.”
