What ever happened to niceness?
Once upon a time you could go into a store and be greeted by
a clerk who seemed genuinely glad to see you. If you had been in the store
before, the clerk remembered your face, if not your name, and treated you like
a valued customer. Now you’re lucky if you can even FIND a clerk – they’re
hiding in the clothes racks or standing behind the so-called customer service
counter, laughing and joking with their co-workers. If they’re very young, they
might be talking about last night’s date or their weekend trip or an upcoming
event. Grocery stores with teenage clerks seem to be the worst offenders (but
then again, I don’t get out much).
There used to be “service” in the name of the place where you
bought gas. An attendant greeted you and asked if he could help you (I know I’m
being sexist using “he,” but the fact is most service station attendants were
male) and see that you got what you needed. If you wanted gas, he pumped it for
you. While that was happening, he washed your windshield, checked the air in
your tires and refilled them if necessary.
Clerks no longer smile, greet you cordially (most of the time
it’s a perfunctory “How’re you?” (as if they couldn’t care less), and offer to
help you. Waitresses come to your table and ask “Take yer order?” One in ten
will say “May I take your order please”, with a smile. Older people are
addressed as “honey,” “sweetie,” or “dearie.” In professional offices staff members
often address everyone by his first name, regardless of age. I prefer to wait
until I know someone before becoming so familiar.
Here’s a list I made up a while ago, unsure how to distribute
it. It’s for clerks everywhere and I call it “The Ten Commandments For Serving
the Public.”
1.
Whenever waiting on a customer, discard the gum or
candy, or at least hide it in your jaw. Don’t chew in the customer’s presence.
2.
Smile as if you mean it, not a plastered-on grimace. If
you can’t smile, at least put a pleasing expression on your face: eyes open and
bright, mouth relaxed, posture confident, attitude welcoming. Say “Good
morning” or “Good afternoon” or whatever is appropriate. Politeness is never
out of place.
3.
Don’t ask “How are you?” You don’t really care and the
customer might think you mean it; she might feel compelled to launch into a
recitation of her ills. A simple “Hello” will suffice. Your employer might
require that you add “Did you find everything you need?”
4.
Small talk is okay but not the banal “Pretty day today,
isn’t it?” “Hot./cold out there, isn’t it?” (PLEASE don’t say “ain’t!”)
5.
Speaking of “ain’t”, don’t use it at all. It may be in
the dictionary but it ain’t a word!
6.
While working on your customer’s transaction, your
co-workers do not exist unless you need help with the cash register. Let the
walls of fire consume you if you stoop to conversing with your co-worker about
a date or party or boy- girl-friend.
7.
Let your spouse or sweetheart know that if he/she shows
up during working hours, conversation must wait until you have no customers at
your station.
8.
Never, ever say “That’s not my job.” It reflects badly
on you with your boss and customers.
9.
Always say “thank you” when your customer’s transaction
is finished.
10.
Never take your break while you have a customer at your
station; one exception: if break time comes and you have a long line, be sure
someone is ready to relieve you first.
To employees of whatever age:
If it helps you remember these “ten commandments,” think
about this: without customers you wouldn’t have a job and therefore a paycheck.
If you think you don’t make enough money or the work is too
hard/boring/complicated or beneath you, remember: you agreed to do the work for
the pay specified. There used to be “service” in the name of the place where
you bought gas. An attendant greeted you and asked if he could help you (I know
I’m being sexist using “he,” but the fact is most service station attendants
were male) and see that you got what you needed. If you wanted gas, he pumped
it for you. While that was happening, he washed your windshield, checked the
air in your tires and refilled them if necessary.
Look for another job is you’re unhappy with the money, the
customers, the boss, your assignment or the hours. But if you haven’t given it
your best, don’t expect a positive recommendation when a prospective employer
calls for a reference.
Nobody is indispensable. If your work or your attitude isn’t
up to par, your employer will be happy to replace you. If you are truly a good
employee and an asset to the company, you might get a counter-offer when you
tender your resignation. Do you really want to take the chance?
If you're an employee and any of this strikes a chord, take a
moment to reflect (pardon the cliches): is the grass really greener on the other side of the fence?
Or is the devil you know better than the one you don't?