Let’s Talk Customer Service
Has anyone else noticed a marked decline in customer service recently? I’m not talking about that one shy (or lazy) teenager who does everything she can to avoid waiting on someone at the counter. I’m talking about common courtesy being a thing of the past when trying to place an order, or in my case, picking up an order.
Standoff!
Lately, when I pick up my medicine, I encounter a situation I would have never dreamed of. When picking up my medicine, the first thing the clerk wants to know is my birthdate. I know that and the clerk knows that I know that. However, there is no, “Hello”, no “May I help you?”, nothing. She just stares at me. The first time this happened, I was a little stunned. I smiled and asked her “Do you need my birthdate?” She nodded her head, and I proceeded to spill my data to someone that didn’t even acknowledge me as a customer. The second time it happened – mind you, not a young teenager, but a different 30 something year old – she stared at me and after just a few blinks, I started the conversation by caving in and giving her my birthdate and name. The last time this happened, just a few days ago, I was waited on by an older, middle-aged clerk. She stared at me, and I stared right back. It felt like forever before she asked for my birthdate. Still no “Hello” or anything, but she did finally ask the main question. You might say I was perturbed.
If you think my pharmacy is the only place this happens, you would be wrong. A couple of weeks ago, my daughter-in-law and I went out for brunch. The young man who seated us was pleasant and spoke to us, but I don’t think the waitress ever did! When she walked up to our table, she just looked at us like we were an inconvenience for her. I don’t think my daughter in law even noticed. We were yaking away and we already knew what we wanted, so my daughter-in-law just gave the waitress her order. I followed suit and the waitress took off. I did leave her a tip, but it wasn’t much. She did top off my coffee, so that deserved a little tip, and I mean little. Not once did she speak to us!
Why so angry?
So now, I not only have to deal with clerks who cannot count back change, I have to put up with a lousy attitude too! The way the clerks practically throw my change back at me or the way they just stare at me when I am at their counter does not make me want to go back. I don’t know why they’re so angry. Their cash register practically does everything for them. A waitress who does this should not expect even a small tip.
Managers and owners: have you not stressed to all employees how they are your personal representative and the face of the establishment you own or manage? Parents: have you not taught your children common manners? Teachers: please, for the love of Pete, teach your students how to count back change! It’s not a one-time lesson in 3rd grade; it needs to be reinforced several times throughout the course of 12 years.
Solutions
So, as adults, what else can we do to encourage better customer service? I hate to think I need to contact the manager every time this happens. Heck, I have spoken to managers who do not have any more respect for the customer than below average clerks! In my lifetime, I have worked several jobs where good customer service was essential to my livelihood, and it was stressed to the nth degree by my bosses.
It’s not easy to be pleasant if you don’t feel well, or if you have other problems on your mind. It takes a long time to learn how to put bothersome problems in their place. The adults in the lives of children, especially teenagers, can help them learn to cope and how to put on a brave face. Of course, we need to demonstrate kindness by example.
The adults who act awful when attending to the needs of a customer? I have not a clue how to reach them other than an important talk from their boss. I had one of those talks once and I learned very quickly how to change my attitude. At the same time, I was able to share some of my personal problems with my boss, and he was so kind to me. Win-win! When I look back, I was and still am grateful for his intervention.
Do you have any more ideas? Or is this just the way things are now? I hope not.