Stuff that gets under my skin

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?