In this economy, most of us are becoming a lot more discerning about
how and where we spend our money. I know the older I get, the more of a
stickler I become about good customer service. So this past week, it
seemed that I had entered some kind of bizarro world of a secret shopper
experience from hell.
I invited my sister to lunch and we went to a spot in South End. There was a young lady running the front counter and she seemed a bit overwhelmed. It was after the lunch rush, but I could tell by the tray of dishes on one table and leftover meals on another that this young lady was, as the saying goes, “in the weeds.”
After taking our order and bringing my sister the wrong vegetable twice, she struggled to prioritize tasks as I watched my soup ice over. I thought I’d have to submerge her hands into dishwater and make her feel and sound out “spoon,” circa Helen Keller, before she would finally produce an eating utensil.
The next day, I found myself in line at our neighborhood drug store. One cashier was ringing up items at a snail’s pace with an expression of absolute boredom and disdain. Four customers waited in line, but her workmate was busy having a loud and inappropriate conversation on the phone. Apparently, “Keisha has lost her mind if she thinks I’m coming in on Saturday.” I was finally checked out by "Ms. Congeniality", who offered no greeting, no eye contact and no "thank you for shopping". It was like having a mime as a cashier.
The next day I shopped at a retailer off Independence, and after picking out a few items, I stood in line waiting for the next cashier. Only one young woman was working the registers, and I promise she looked me dead in the eyes and said over her shoulder to her manager that she was going on break. I could tell she must have been panicked from the manic crowd of one customer standing in line. The manager apologized and said she was not sure what was wrong with young workers today. She said, “I come in, do my best and keep a great attitude because it’s my job, and I know I am not going to be here forever.”
I think she was onto something. I have a former student, Tiffene, who, whenever I see her at Target, has a wonderful attitude. I believe she understands that her job is just a stepping stone for her goal of becoming a screenwriter.
The other thing that bothered me about my customer service weekend
was that all of the offenders were young African Americans. Do not get
me wrong, a lack of empathy, work ethic and motivation are traits found
in youth culture in general, but like any other issue, things become
compounded when experienced in marginalized communities. Minorities have
a higher rate of unemployment, so if you have a job, you should
endeavor wholeheartedly to keep it.
I do not like getting mistreated by anyone, but it has an extra sting when I see it coming from my own community. Why does the young brother at the grocery store feel it is ok to start cursing and talking inappropriately when I am checking out? Or why does the young sister at the bank who all but French kisses the customer in front of me suddenly go mute when it’s my turn to deposit a check?
Young folk, with a repressed economy and high unemployment, it’s not hard out there just for a pimp, it’s also hard for anyone with a degree, credentials and work history. So, the next time you take an order, work the register or just ask “paper or plastic,” try to put some feeling, focus and finesse into your work.
I get so angry when I go anywhere anymore. I do NOT care about what you had for lunch or what you are doing tonight. I care that you need to treat me like a customer when I am in your store, because I can just as easily spend my money elsewhere. I've worked in customer service my entire career and I guess that is what makes me the most angry. When you have a customer, they are the most important person to you in that 2-5 minute transaction. Well done, sir!
Posted by: Tricia | 03/05/2013 at 08:58 AM