You Call That Service???

You Call That Service???

Years ago I started playing a game with service providers. For instance, I would pick the crabbiest looking checker at the grocery store and get in their line. To give you an example of my worth as a customer, 15 years ago I had three growing, sports playing sons at home and was in the top 100 of revenue producing customers at that store. The extensive hand written note from the manager during the holidays was the tip off, he didn’t know if I was #1 or #99. It was not really a distinction I wanted.

Back to the crabby “service” providers.

The game was this - by the time you hand me my change, I’m going to get you to smile, and I never failed; ever.  I would say things like, “It looks like you’re having a rough day”; anything to get them talking. I would hear all kinds of things, bad boss, long hours, kids, husband, blah, blah, blah. All the reasons why not, why they couldn’t / wouldn’t provide a great customer experience. One time there were 2 checkers helping with my two overflowing carts of groceries. The 2 of them talked nonstop through the entire process of ringing me up, never making eye contact with me once or acknowledging me in any way.  Finally, one of them turned to me and said “That will be $357.48”…

Really???  That’s it? That’s all you’ve got? Where do you think your paycheck comes from? Even if I had spent just 50 cents, you still could have been nice to me, but you choose not to. That’s right… you choose.

Every interaction we have, no matter the circumstances, we make the choice of how we are going to be. And here’s the thing; it doesn’t have anything to do with the other person; it’s about you. If you want to be grumpy and miserable, it’s fine – just know that it is you that made that choice, and please don’t use the lousy weather as another excuse.

Btw – when I play the “I’m going to make you smile whether you want to or not” game… just guess who gets the most out of it – yep!  J