Help Others. Help Yourself.
I firmly believe that every single individual should work in retail at some point in their life. I’ve had this ideal for so long it’s really a part of who I am. I don’t believe everyone should live a retail life. We’re not all built for it. But it can give a person a whole lot of perspective on how the system works and respect for those working in it.
Let’s face it; we all have places to go, people to see, and never enough time in which to get it all done. When something stands in our way, we get frustrated. Inconvenience is frustrating, but it doesn’t have to change you. It doesn’t have to run your life.
I could probably write a book filled with the good, the bad, and the ugly of customer interactions. Each and every one shapes the way I treat people I encounter when I’m the customer. I want to give some examples so you can understand what I’m talking about.
Just yesterday,I encountered someone who made me feel sorry for those close to her. She came in to use a piece of our technology. As I walked by, she visibly needed assistance. She told me she had been waiting forever for it to work for her. While I wish I had the power to snap my fingers and will technology to make miracles, I had nothing to offer her except rebooting the machine.
That’s when the heavy sigh came. You know the one. It’s the one that has no words, but says plenty all on its own. It’s the sigh that says, “For God’s sake, why can’t your mere presence FIX this?!?”
I then told her she could download what she needed at home and pick it up. That’s when she revealed that she had tried from home and was unsuccessful there as well.
Seems like it would be obvious that it wasn’t OUR machines that were failing. It was HER piece that she brought to it. The definition of insanity is trying the same thing over and over and expecting different results. Rather than this lady accepting the possibility that the problem was on her end, she got pissy and stormed out while muttering that I’M incompetent.
NEWSFLASH: I don’t control technology. Pitching a temper tantrum can’t change that.
I’ve seen it all. I’ve seen people try to purchase restricted items with a gift card and then cuss out our teenage cashiers for not forcing it through. Sorry, but a 16 year old kid can’t change the laws of the state. Or how about the man a couple months ago who claimed that everyone in our store was stupid and uncooperative because they all kept pointing him to the wrong aisle for what he needed. What he didn’t consider is that every person he had spoken with had been actively helping another customer (during the holiday season, every retailer is swamped). Come to find out the product he was looking for was discontinued. He shut up at that point. Or there are all those people who don’t understand why we won’t return products that we don’t even sell. Give me a break!!
It’s not all bad though. We have the customers who make it all worth while. There’s the elderly woman who comes in at least once a week, who’s learned all of our names, and has taken the time to get to know each of us and let us get to know her. She tells us about her husband and grandchildren while asking us about our families. There are the young teens who come in to get something simple and small and come up pennies short on the total (typically having calculated the tax wrong in their head). Upon seeing the embarrassment in their eyes and hearing them apologize for “wasting my time”, I search my own pockets for the remaining change. The smiles are awesome. There’s the other woman who quietly walks the store 2-3 days a week not saying much, but has become one of my favorite people with her understanding nature and completely even temperament. I will give her every discount I can come up with for being so sweet. She’s going through a lot. Her husband is in and out of the hospital. She’s all alone. Then she tripped and fell in the store. There are people who would sue over that. She made it clear she wasn’t about to do that. She was more embarrassed than anything and told my boss that she was fine and would stay with me til she caught her breath. We chatted for a bit and then she went home. Sweet, sweet lady. Then there are the folks who work at the various establishments nearby and come to us when they need something. They keep to themselves mostly but always have a smile on their face and are so thankful we’re there.
THOSE are the people I strive to be when I’m the customer. I’m the one who waits patiently when the computer system crashes. I’m the one who says it’s ok when they aren’t able to do something for me that’s outside of their policies. I can’t always prevent my frustration, but if I do get upset, I reassure the person in front of me, telling them I know it’s not their fault, but that I’m just upset with the circumstances. I make sure they know I don’t mean to take out my anger on them, and I ALWAYS thank them for having so much patience with ME.
That’s how it should be. We should all be thankful for what we have, what we get, and how we get it. We should never blame anyone else for problems outside of their control. Everyone has a boss. Everyone has to follow the rules they are governed by. We should never condemn for that.
Be patient. Be kind. Forgive. Don’t expect. Don’t assume. Spread love. Squash hate. And remember that no single person can fix your life but you.
03/29/2014
lilmanx1885
I Can't Help Everyone, so I'm Trying for Someone 