The Business Beat
By Sandra Lewrey
While standing in line at a local grocery store the other day, I came to the realization that as a consumer, I no longer seem to be entitled to friendly customer service by the businesses I frequent. Let me explain.
As I sped up and down the aisles of the store, I marvelled at the excellent time I was making. That’s when it hit me. The checkout line, that is.
There was only one cash open. And it had a very long line. By the time I reached the cash, I was frustrated, short-tempered and impatient. Unfortunately, so was the cashier.
“You have nine items,” she snapped. “This is an express desk – one to eight items only.”
“But there’s only one cash open,” I pleaded, a hint of desperation creeping into my voice.
“Look, those are the rules,” she said. “I’m really busy, so find something you don’t want. Do you really need peas?”
I was shocked. As I stood there aghast, something snapped inside me. Did I need peas? Yes! Was I going to take this kind of treatment? No!
Reaching down onto the belt, my hand closed around the offending can of peas. As my eyes narrowed into snake-like slits, I brandished the tin above my head . . . and put it down on the cash behind me. It was clear this was one battle I was not going to win, so I gathered up my purchases and scurried from the store.
In retrospect, I realize I should not have given up so easily. By running away, I left the grocery store’s staff with the impression that my shopping experience there was a satisfying and pleasurable one.
But why should the onus be on the customer to demand a decent level of service? What happened to the old adage of the customer always being right? And even if the customer isn’t right, shouldn’t businesses pretend they are, at least until they are out of earshot?
If these businesses truly value the customer, they will realize a little goes a long way. “Please,” “Thank you,” and a warm smile are often all it takes to make someone feel welcome. More importantly, it puts them in the mood to spend money.
Perhaps it’s time to give these businesses a wake-up call. As consumers, we are entitled to first-rate customer service in exchange for our patronage. And if these companies cannot fathom the concept of customer service as a right, rather than a privilege, we can take our money someplace else. Someplace we are respected.