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!
The only answer I have is this… “That young clerk’s parent’s are to blame” Perhaps she didn’t have caring enough parents to teach her respect and good manners. Too bad, because a large portion of our society is getting an “F” at parenting. It may sound simplistic but parent’s are role models. Children learn what they see. My parents taught me to treat others as I would like to be treated. It is a very easy concept.
I live in San Diego and most of the stores I go to have friendly, helpful staff. Otherwise I don’t go back!
Hi Lynne,
I’m inclined to agree with you – parents are to blame. My parents taught me and I hope I’ve taught my kids. But there’s something more – something that many young people “have” – as in a disease – that they can be rude. Even to their parents. It makes no sense to me –and so just don’t frequent those stores that have poor customer service.
Thanks for writing!!