Customer Friendly? Timing is Everything
Have you shopped Wal-Mart? When you check out, the credit card machine asks one of a series of random questions. “Was the store clean today?” “Was your cashier friendly?”
I’ve shopped there enough to be aware of the question. I am assuming the answer ties to the person at the register and with today’s automation, I imagine a report is published with the results for the manager to peruse. Being a friendly sort myself, I’m usually quick to say hello as I put my purchases on the conveyor belt and today was no exception.
However, I was greeted with…
NOTHING.
No eye contact. No smile. No response to my opening comments. I was surprised as this is not the norm for my local Wal-Mart staff. As I approached the machine to swipe my debit card I noticed the question was about the friendliness of my cashier.
Sadly, I pushed the “no” button. She continued to ring and bag my purchases and I transferred the bags to my cart – all in silence. Until the transaction was complete.
She looked up – handed me my receipt and became Chatty Cathy!
“So how are you today? Enjoying the wonderful weather?
“umm, yes and how are you?” I responded, taken back by her spirit.
“Fine but I’m looking forward to my break.” ahhhh – understanding dawns.
However, I had already pressed the button labeling her as unfriendly. I wanted to take back my vote – get a second chance. But then I thought – she must know about the button on the cash machine. She must know she is being measured. Is a customer friendly attitude only required some of the time? Sadly, her friendly, welcoming spirit came too late. Timing was everything and today she was found lacking when it counted.
Are your employees customer friend consistently? Are you? It is a hard task to take on. We all come to a point in our day when we are counting the minutes until we can put our feet up and take a break. In those few moments our smile may falter. And yet the customers we encountered during those tired moments may be visiting us for the first time. They may get the impression that the tired, non-engaged attitude is how all customers are treated.
Can we afford to let our guard down? Whew. It is exhausting.
Great post! Perhaps she’s thinking too much about her job, about all the performance metrics she is trying to keep up with. What would happen if Walmart just tole their staff, “go out there today and have some fun, we’re not measureing anything”. what would happen then. After all first impressions last and thats what you rated her on. Customer service (heck, just being nice to people) is full time, not when the green button flashs!
Justin,
I know what you mean, but here’s the rub – some people really need to be told specifically what it means to have fun. They aren’t comfortable with natural customer interaction and so they have to be told “make sure you make eye contact and say hello.” There are so many post about customer service and yet we still miss the boat so often. I wonder if it is because we don’t know how to make it as simple as you’ve suggested: just go out and have fun. Ooooh – blog fodder. Check out here tomorrow for a story that you’ve just reminded me about! Thanks!!!
Deborah
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