GROWING OLD SUCKS… But it Doesn’t Have to!

A few weeks ago leaving a local drugstore – I felt trapped. I was alone with the cashier! Or so it seemed. I was in a hurry to go the gym (that’s what I’m telling you so you’ll think I’m a health nut). The problem: the cashier was on her cell phone.

            Wait? Did I say the cashier was on her phone – while at work? Ignoring me the customer?  I don’t get it. How could her boss let her do that? Okay, so the store was slow, but she should have been on the alert for customers.

            Several minutes went by. I’m standing and getting later and later (and a little bit older). In desperation I cleared my throat. Without responding to me the girl (she must have been about 17 – at this time in my life anyone under 40 is either a “girl” or a “boy”) told her friend “I have to go. There’s a guy at the check stand.”

            Without a word she scanned my items; my stuff placed in a bag quickly so I could escape. Before I could leave the store, the girl was back on her cell phone. She never said hi to me, acknowledged me in any way, or made a comment.

            I think this is strange and wrong! Whatever happened to service with a smile? Whatever happened to service in general? More and more as I go to retail establishments, with young workers, the term service is nonexistent. I’m the customer and I want help!

            There’s a story circulating about Mick Jagger and “The Rolling Stones.” It seems the hit tune “Ain’t Got No Satisfaction” is not about a woman: it’s about Mick attempting to get service from the phone company. Who would have thought? I think lack of service is pandemic!

            Recently at a national chain hardware store I asked the location of a part. The guy with the orange vest seemed angry that I interrupted his stacking of something. “That’s not my department. I think it’s on an isle over there.” Mind you, “over there” was nebulous. I wasn’t sure what he meant, but his demeanor left me cold. I didn’t want to talk to him. Eventually I left the store and went to a competitor.

            Ordering lunch recently from a fast-food place (well, that blows the pretense of being healthy) I was actually amazed at the warm service I received. She spoke to me! She asked how my day was going. Then she took my order, repeating it to make sure it was right.

            First, the server was not a kid. I estimate she was in her mid to late 30s. By the way she acted, I could tell she wanted this job and she was going to give it her best. The kids at the drugstore and hardware store really need to meet this woman.

            There’s an old story about Nordstrom’s. This is an upscale chain of department stores based in Washington. Just before closing the women’s shoe clerk receives a call from a distraught customer. She needed new shoes for an event that evening, couldn’t make it to the store, and didn’t know what to do.

            The clerk asked her shoe size, the color and style of shoes she wanted and her address. The clerk saved the day for this woman because he gave her service above and beyond the call of duty. He brought her an assortment of shoes to select from and made her day. And today, who does that woman buy shoes from? You can bet that it’s the same clerk that saved her butt.

            Frankly, I’m not sure how true this story is. But it illustrates a point –service with a smile- and then some!

            What I find interesting is that young, inexperienced workers don’t provide smiley service. They don’t seem to provide any service. Okay, I’m picking on young people. I’m sure that some young people do understand providing service, but at least in my neck of the woods it doesn’t seem to be available.

            Yet I will bet in their own lives they demand service. From their parents!

            Needing something at a hardware store, I returned to the scene of the crime mentioned earlier. While looking for my new thingy, a woman wearing an orange apron offered assistance. I was shocked! She has since helped me locate stuff all over the store. I should mention she’s in her 70s. And following her around is a young 20 something – learning from the master.

            Service should not be age dependent. I’ve talked with people of all age ranges and they have noticed this too. I’m don’t know why young people don’t provide friendly service? Maybe they’re shy? Maybe they’re afraid of what they are looking at (me in this case). Or maybe they don’t like to interact with others?

            What do you think? Let us know!

A few weeks ago I was in a suburb of Philadelphia. I was doing some TV production work and needed to get my gear back to Southern California. So I went to FedEx. I was astonished at the superior, super-wonderful help the woman in front of me received. In fact, I was flabbergasted!           

             The woman in line had rushed into the office and explained in broken English that she had run out of gas in her rented car. She didn’t know what to do, who to call or where to turn. She chanced into FedEx. Boy – was she lucky. 

            I need to point out that there was no package, no letter, no bundle, no pack, no “anything” to be delivered – FedEx was not going to make a dime. Here was just someone in trouble needing help. 

            The FedEx staff, without missing a beat, told the woman not to worry. One of them picked up her cell phone and started guiding the woman out the door. She told the others she’d be right back. 

            This customer was so obviously grateful she happily ran out of the building with her new FedEx friend. A few minutes later, while I was finishing my paperwork, I noticed some Enterprise car keys on the desk. Yep, in her haste, the woman left to get gas without her car keys! 

            As if in a performance by a Broadway choreographer, FedEx rep number two stepped up to the plate. She called her compatriot and told her about the keys. They decided to meet in the back of the building to help this woman on her way. 

            I wanted to hang around to see the end of this drama, but I left knowing that there are people who care. The three FedEx employees were beautiful women in their middle years. 

            Here’s why I was so surprised at the amazing service. Recently, my local FedEx changed staff. Instead of the people I’ve worked with for years, there’s a gaggle of young people (under 30) running the place. I miss the old familiar faces, the smiles, the “hi” and the friendliness of the place. It’s gone now.

             And service is sticky. It’s not as smooth as it was. There’s always a glitch and no solution offered. Frankly the problem is almost always my fault. Filling out forms – even on the computer – trying to make a shipping deadline – seems to be beyond my abilities. The old staff would chuckle, make some marks on the forms and I’d be on my way.

             The new crew makes me feel like I did something stupid in school. Okay, I did do something dumb (like putting in the wrong zip code for New York), but I’m the customer. Try not to make me feel dumber than I already feel. 

            Here’s the point: Growing older doesn’t make someone a better service provider. Growing older does give a person the experience to know that service is really the only thing separating them from the competition. Time and time again I get poorer service from younger customer service reps than I do with older ones. In fact, I find that older reps are more likely to go out of their way to do more than what’s expected. After all is said and done, all I really expect is a smile.   

           Service is an area that I talk about a lot. Have you had a good or a bad experience with a young or old rep? Let me know how you feel about the people who serve you.