Over the weekend, I found myself in a chain retail store, it shall remain nameless but it rhymes with Irvington. To my surprise, the store was nearly empty and aisles were easy to navigate. Not one for crowds, I squealed at the possibility of quickly purchasing my items and exiting the store. I browsed through clothing, beauty products, purses, Halloween decor, (yes, Halloween), and more.
One, two, three, four items in hand and I was in line hoping for a quick escape. There were only three cash registers open manned by less than enthusiastic employees. The thrill seeker that I am, I engaged in conversation and immediately wished I hadn’t.
The young man at the register appeared to be in his early twenties and made no apologies for expressing his desire to be anywhere else but there, working. On display for all patrons to see were his gray sweats, t-shirt, and crocs & socks. The apparel was accompanied by a yawn and rubbing of the eyes.
I asked the young man, “what time do you open?” and he glanced at an equally young employee and said, “I don’t know, I think 9 a.m.,” and smirked.
I remarked on the quietude of the store and he said, “I hope it stays this way.” Half-jokingly I said, “fat chance” as he shoved my items into a bag and itemized the bill. Bagged and ready to go he said, “oh yeah, your receipt.”
This exchange left me questioning – half baked, disinterested or simply he’s just not that into you – (of course, I mean the customer and doing his job)?
I say all of this not to berate or shame but out of genuine curiosity, is this the new normal, apathetic, lackluster customer service?
As I engaged in the gymnastics of sorting this all out, I recalled my days in customer service. My first job, also at a clothing retail store was filled with laughter but also a desire to show pride in our business – (cleanliness, organization and helpfulness).
Did I love the job, no not really but I loved the money and independence it provided enough to want to keep it. With that job, I earned dough to buy the things I wanted and that felt good. My next job, a cashier at a supermarket, my least favorite.
Why? This picky eater was reminded on a daily basis of the bloody business of meat. Undoubtedly, I always had to lean over to wipe the conveyer belt. Nonetheless, I did it until I didn’t anymore.
Today, I do a much different job but I still value the interactions I have with the people I serve. On some days, I have begrudgingly made my way to work and magically produced a smile and an early morning greeting for co-workers, security guards and clients.
My clients never need to know that I didn’t get any sleep, or I’d rather be on the beach or win a million dollars for travel, or to have an animal sanctuary and garden. No, they simply need to hear, “how can I help you?”
Did You Know? According to Gallup’s State of the Global Workplace, only 15 percent of employees are engaged in the workplace. This means that the majority of the workforce around the world are either viewing their workplace negatively or only doing the bare minimum to make it through the day, with little to no emotional attachment.