The "Serve" In Customer Service


I’ve shared several posts on the topic of customer service in the past, but I think it warrants a repeat.

And just to let you know, I'll be using a lot of CAPS. But that doesn't mean I'm yelling, it just means I'm being ITALIAN and using my hands to make DRAMATIC gestures as I talk.

Tell me something friends, how do you find the quality of customer service in retail stores where you live?

In Center City, Philadelphia it’s pretty lean. Sure, there have been several occasions when I felt like I had received quality customer service, but it’s as rare as it would be for me to find an original Monet painting at a garage sale with a red dot sticker price that read, $2.50.

If I could express how I view a great percentage of the customer service in the retail stores within this city, I would have to say it’s a cross between laziness and arrogance. Because they act as though it takes SUCH effort to wait on you, and when they do wait on you, they act like they’re doing you such a HUGE favor in ALLOWING you to purchase something from their store.

I realize that I am in retail sales and that I’m probably more sensitive than most people, however, I don’t think asking for a simple (“Hello, welcome to our store”) from a sales associate when I walk through the door is asking too much.

I don’t expect a sales associate to fawn over me or kiss my ass, but I DO expect an acknowledgment and a greeting.

Back when I managed stores, I requested that every sales associate who worked there to STOP whatever task they were doing, such as stocking shelves, if a customer walked into our store, and IMMEDIATELY give them their focus.

I felt that our customers should be our MAIN priority and that all other tasks could wait. I mean without our customers, we wouldn’t have a business.

Case in point:

About two weeks ago, I walked into a small store, which was ironically voted in a local newspaper as being one of “Philly’s Best” retailers in specialty products and customer service.

*scratching my head*

As I entered the store, which was void of any other customers, I saw a gentleman standing at a table doing something on a laptop computer.

He never looked up; never said hello; never even noticed that I had entered the store.

He stayed GLUED to the computer, as if it was the only thing that concerned him.

So I began walking around the store; looking at some of the items on the shelves. Now I have to say in all honesty, they had some really wonderful products that were beautifully displayed.

I continued browsing; making my way closer and closer to where he was standing.

And STILL, no greeting, nor was I asked if I needed help.

Finally, I asked him a question - something about the essential oils they sold.

He looked up and answered in a few simple, snippy words, and then went back to his computer as if, “Please don’t bother me, I’m busy.”

About half a minute later, I saw another sales associate come out from a door behind the cash wrap counter. She never once acknowledged my presence or said a single word to me.

I eventually asked her, “Hi, how are you today?”

And do you know what she said after looking up at me for like TWO seconds?

“I’m fine.”

I began asking her questions about the store and expressed how lovely I thought it was and that I really liked the merchandise they offered.

She answered me as if she were talking in Morse Code.

Thank you...Seven years...All organic...Made here in the store...Not tested on animals

I got to the point where I felt as though I was being a nuisance and that they were just not interested in me or my business.

So, I said goodbye and I walked out.

You know something?

I don't understand how things have gotten so screwed up in the consciousness of some people's mind, but many who are in the retail industry have forgotten something very basic. And very important.

The customer is purchasing something from YOU. This means that YOU are making a profit from the money which they take out of their pocket. This also means that they provide YOU with a PAYCHECK.

So actually, they are doing YOU a huge favor.

But even more important than that…

People have overlooked that the term ‘customer service’ has the word service in it.

This means….to SERVE.

And when you serve others…that’s when you’ll receive.


57 comments

  1. As a part time waitress in another realm of customer service I have to say I agree with you Ronnie! I have had so many complaints lately about other waitresses in our own restaurant! Customers telling us that they received attitude, that they didnt get a proper greeting and that if a mistake was made the most they got was an apology! I cant even believe that type of behavior. For me of course, tips really do pay me so in essence the customer pays me. But, this is a very similar scenario in retail. If the customers arent happy they dont buy, if they dont buy the store makes no money, store makes no money it goes out of business and you are out of a job. So maybe just maybe throwing a smile on your face and paying attention to the customers might be in you best interest, or is that the rambling of a crazy person?

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  2. Oh boy, where do I start? Ron, you should print this post and circulate it to all the stores in your area... except that it would cost too much in time and cash to make it worthwhile. But the stores NEED to know how we feel about their assistants. If it's any consolation it's exactly the same where I live. It is, as you say, as if they're doing the general public a favour just by being there ... in the unusual event that they've even noticed people walk through the door.


    However, this morning (here we go with the thinking process) I was served in a busy supermarket by a young Asian lady who was so helpful I intend writing about her on my blog.


    Happy Monday x

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  3. Well, you know how I feel about this, since my blog consists of a customer service rant at least once a month! And it's not just retail; banks are the worse, in my opinion.

    My favorite is when you are shopping in an aisle and the have boxes of merchandise blocking product. And then the employee stands there and just watches you, waiting for you to leave the aisle so he can get back to work. You know, because the customer actually buying merchandise is a bother! And, it's so much fun to play dodgem with your shopping cart!

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  4. ron, you said a mouthful. this post needs to be printed and handed out at all stores everywhere. i have at least 3 stories.


    once in shoprite. i expect the cashier to say hello or at least paper or plastic. i went into one store and the woman said absolutely NOTHING. i always speak, ask how are they doing and i say thank you. after i got home, i wrote a letter to the manager about how non-existence i felt making a transaction with that cashier....haven't seen her. just attitude. not saying i got her fired, i don't want that, but if someone doesn't feel like interacting with live people go work in the morgue.


    if people do acknowledge me in a store, i think they think i'm trying to steal something. lol. it's rare, but then i smile and say if i need help or not or just hello.


    yesterday we were at mcdonalds and the woman handing us our food said nothing and had an attitude and my kid was like what's wrong with her. she didn't say anything, but had an attitude. i told her she hates her job.


    about two weeks ago in walgreens i was looking for pantyhose and an elderly woman who couldn't see well asked me for help like i worked there. i spent at least 5 minutes with her, helping her find pantyhose for her daughter's wedding and listening to whatever she had to say. NOT ONE WORKER FROM WALGREEN'S showed up. not a one. heck, i thought i worked there and even told her to go to macy's and jcpenney's for different color pantyhose and she said she would go the next day. she was so sweet and grateful and it made me happy to help. where were the workers!!!!


    sigh. excuse the typos.

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  5. i said the same thing valerie. i;m just reading your comment. this should be printed and circulated!

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  6. I've had some exceptional service in some stores, but been in others where the sales assistants are so busy discussing their love lives and weekend antics that I've walked out in desperation! I totally agree with everything you say Ron.

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  7. Rob LenihanAugust 26, 2013

    Boy, Ron, you really NAILED this one! (I'm half-Italian and I USE MY HANDS, too!) I've lost count of how many times I've walked into stores and the employees are talking to each other or screwing around with their smart phones.
    I don't get it--do you want my business or not?
    And FORGET about these idiots who "work" for the MTA. They're guaranteed lifetime employment so they'll talk to you any way they want--if they talk to you at all.
    My bank does a great job of meeting and greeting people. And there used to be a sushi chef at my local supermarket who would actually stop what he was doing and BOW TO YOU (!) if you picked up a sample of his wares. We need more of that is this country.
    GREAT post, buddy! Have a tremendous week!

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  8. One of my pet gripes is arrogant customer service people too. I've worked in several sales jobs and have always taken pride in being courteous and professional, as that is how I'd like to be treated myself.
    There's no point in testing the consumer complaints department equivalent of karma, it's just plain dumb.

    I have also ranted on the subject and would gladly post a link to it here for your esteemed readers' perusal, not however without your gracious consent.

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  9. Oh Ron, what a great post! And you are so right about everything you said. The customer service in the retail stores where I live is pretty much non existent. Like you, I have experienced quality customer service at times, but it's rare. I don't expect a sales associate to fawn over me and kiss my ass either, in fact, I don't like that. But they should at least acknowledge and greet me when I walk into their store and ask if I need any assistance. I've walked out of stores where the sales associates are either talking to each other and ignoring me or doing nothing but talking on their cell phones.

    Retailers have forgotten that they are there to serve you. Instead what's happening is they they just assume you're going purchasing something from them without any effort on their part.

    Can you tell that I feel passionate about this topic?

    "And when you serve others…that’s when you’ll receive."

    Love the fortune cookie! Did you make that?

    Have a wonderful week, Ron!

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  10. Good morning Shae!

    " If the customers arent happy they dont buy, if they dont buy the store makes no money, store makes no money it goes out of business and you are out of a job. So maybe just maybe throwing a smile on your face and paying attention to the customers might be in you best interest, or is that the rambling of a crazy person?"



    Bingo! You nailed it, girl!


    As I shared, I don't need someone to fawn over me or kiss my ass, but if they don't at least acknowledge my presence by saying Hello, I can only assume they're not interested in my business.


    Thanks so much for stopping by and sharing your experience the in the restaurant business. And you know something? I bet your a faaaaaabulous waitress, I can tell!!!


    Have a super week!

    X

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  11. Hey there V Girl!

    "But the stores NEED to know how we feel about their assistants."

    Exactly! And I did, in fact, complain to owner of this store about how was I treated. But do you know what's funny? I could tell he didn't care. So guess what? I WON'T be going back into that store EVER again and will be sure to tell everyone of my experience.

    "It is, as you say, as if they're doing the general public a favour just by being there ... in the unusual event that they've even noticed people walk through the door."

    HAHAHAHAHAHAHAHA! Thank you!!!!

    "However, this morning (here we go with the thinking process) I was served in a busy supermarket by a young Asian lady who was so helpful I intend writing about her on my blog."



    That's awesome! And yes, like I shared, I too have experienced quality customer service on occasion, but here in Philly is RARE.


    Much thanks for stopping by this morning, girl. Happy Monday and have a super week!

    X

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  12. Hey there Bijoux!

    "Well, you know how I feel about this, since my blog consists of a customer service rant at least once a month! And it's not just retail; banks are the worse, in my opinion."

    Yes I do. And I love how you express how you feel about customer service on your blog because people NEED to know about our experiences.

    "My favorite is when you are shopping in an aisle and the have boxes of merchandise blocking product. And then the employee stands there and just watches you, waiting for you to leave the aisle so he can get back to work."



    OMG...I CANNOT believe you mentioned that because the same thing has happened to me in the Super Fresh I shop at. The guy who stocks the produce section acts like I'm bothering him anytime I walk over to get some lettuce. Sometimes he will actually stand right in front of the lettuce area; blocking my view so that I can't get to it until he finishes stocking it. So do you know what I do? I just BUTT right in front of him and grab my lettuce - HA!


    Thanks so much for stopping by, my friend. Have a wonderful week!


    X

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  13. Good morning Pearl!

    "I've had some exceptional service in some stores, but been in others where the sales assistants are so busy discussing their love lives and weekend antics that I've walked out in desperation!"



    Thank you! And I shared, I HAVE had some exceptional service in some stores as well. But it's RARE here in Philly.


    Much thanks for stopping by, m'dear! Have a lovely week!


    X

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  14. Hey there V Girl!

    "not saying i got her fired, i don't want that, but if someone doesn't feel like interacting with live people go work in the morgue."

    *cheering and clapping*

    I don't wish to get people fired as well, but I'll be damned if I won't at least say something to the manager about it. I mean how else can they be aware of what's going on??? And if these people don't like working with the public, then find a another job.

    But in today's economy, people should be grateful that they even HAVE a job.

    "yesterday we were at mcdonalds and the woman handing us our food said nothing and had an attitude."


    Oh dear god, I can't tell you HOW MANY times I've experienced that. And what's hysterical is that sometimes after they hand me my purchase, I will say thank you, and do you know what they say? You're welcome.


    Excuse me?!!? But I just bought something from YOU, so shouldn't YOU being saying THANK YOU???

    " she was so sweet and grateful and it made me happy to help. where were the workers!!!!"

    I smiled when I read that! Bless you for helping her, Val!



    Thanks a bunch for stopping by, girl. Have an excellent week!


    X

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  15. Ron, this is SUCH a timely topic that it ought to be re-blogged all over the Internet! Thank you for saying this -- perhaps, from someone in the service industry, it will make more of an impact.


    I've often wondered why salesclerks don't pounce on customers, if for no other reason, than that a new face offers relief from what must be terrible boredom, ha!


    That said, there's a wonderful restaurant chain down south called "Waffle House." When a customer enters, ALL the staff -- from cooks to waitresses -- turn, look at the customer, and offer a "GOOD MORNING!" with big smiles. I just love being welcomed like that!

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  16. Hey there Rob!

    " (I'm half-Italian and I USE MY HANDS, too!)"

    Bwhahahahahaha! Isn't it funny how we Italians cannot speak without using our HANDS?!?!?

    " I've walked into stores and the employees are talking to each other or screwing around with their smart phones.I don't get it--do you want my business or not?"

    THANK YOU!!!

    You know, with today's economy, quality customer service should be on the RISE because people are not buying as much as they use to because they're being more frugal with their money. So, be NICE to your customers.

    "My bank does a great job of meeting and greeting people."

    Yes, my bank as well!

    "And there used to be a sushi chef at my local supermarket who would actually stop what he was doing and BOW TO YOU (!) if you picked up a sample of his wares. We need more of that is this country."



    AMEN! And do you what's ironic about mentioning the sushi chief? The best customer service I have EVER received was in JAPAN. They have customer service down to an ART.


    Yes...they all bow to you when you leave their retail stores and restaurants. It's so cute!!!!


    Thanks so much for stopping by, buddy. Have a most excellent week!

    X

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  17. Dale I LOVED what you said here...

    "There's no point in testing the consumer complaints department equivalent of karma, it's just plain dumb."

    Brilliant!

    " I've worked in several sales jobs and have always taken pride in being courteous and professional, as that is how I'd like to be treated myself."

    Amen and thank you!! My father was in sales and he gave me some great advice - treat people like YOU want to be treated. And take PRIDE in your work. He was an awesome salesman because people bought from him because they genuinely LIKED him.

    "I have also ranted on the subject and would gladly post a link to it here for your esteemed readers' perusal, not however without your gracious consent."



    Yes, you are more than welcome to share your link :)


    Have a SUPER week, buddy. And much thanks for stopping by!


    X

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  18. Thanks Ron. Here's a quick post concerning the desperate measures I had to take to upgrade my phone software. i.e. calling a customer support line.

    http://diaryofaninternetnobody.com/?s=ch-ch-ch-changes

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  19. Hola Denise!

    "Can you tell that I feel passionate about this topic?"

    HA! You GO, girl!!!! Let it rip! LOVED your passionate comment!

    "Retailers have forgotten that they are there to serve you. Instead what's happening is that they just assume you're going to purchase something from them without any effort on their part."

    Exactly my point! Many retailers have developed this 'assumption' attitude that you're automatically going to buy something, so they sit back and passively wait. Sorry, but if you want my business, show a little attentiveness.

    "Love the fortune cookie! Did you make that?"



    I made PART of it. I found the fortune cookie online and then added the fortune which I also found online.


    Thanks so much for stopping by, girl. Have a wonderful week as well!


    X

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  20. Awesome, Dale!


    Thanks for sharing it. I will stop by later today and read it myself!

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  21. Shows we think alike, ladyV.

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  22. Hellooooooo Debbie!

    "perhaps, from someone in the service industry, it will make more of an impact."

    That's what I hope :)

    "I've often wondered why salesclerks don't pounce on customers, if for no other reason, than that a new face offers relief from what must be terrible boredom, ha!"

    It's ironic you mentioned the word "pounce" because in the line of work I'm in, many sales associates do that and it will often scare a customer away. I think there is a way to let a customer know that you are there to help them by being friendly and attentive, but not be too aggressive. I try to empower the customers I service, by giving them knowledge, but allow them to make the final choice as to what they purchase. I mean if they don't buy something THAT day, you never know if they'll come back later and will.

    " When a customer enters, ALL the staff -- from cooks to waitresses -- turn, look at the customer, and offer a "GOOD MORNING!" with big smiles. I just love being welcomed like that!"



    Yes, I know that restaurant because I used to live in the south, and LOVED it! Great customer service!!!!


    Thanks so much for stopping by, dear lady. Have an excellent week!
    X

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  23. Go, Ron! Man oh man, as some of your other readers said, I think this post should be printed out and circulated. But not only to retailers, to the whole business world because in one way or another, we are all SERVING regardless of our occupations.


    Entitlement. That's how people think now.


    Great post!

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  24. Sadly, customer service has become a thing of the past. First, if you can find a sales associate then it's another job to get them to acknowledge you. And when's the last time you ever spoke to a human being on telephone customer service?

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  25. Hiya Matt!

    "But not only to retailers, to the whole business world because in one way or another, we are all SERVING regardless of our occupations."

    I agree, buddy! We ARE all serving in one way or another.

    "Entitlement. That's how people think now."

    You hit the nail on the head!

    Much thanks for stopping by, Matt. Have a terrific week, bud!

    X

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  26. Hey there Suzi!

    "And when's the last time you ever spoke to a human being on telephone customer service?"



    OMG...thank you! When I called Verizon last month about my phone and internet issues, it took me FOREVER to actually get a human being on the line.


    Sad.


    Thanks much for stopping by, my friend. Hope all is well for your father, you, and your family.


    (((((((( You )))))))

    X

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  27. BenzekneesAugust 26, 2013

    I got out of retail service many years ago - when I stopped caring about the customer & only cared about doing the work so I could go home. I knew I shouldn't be there anymore & I moved on to something more suited to my personality.

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  28. Amen to you! Because at least you realized that retail was not for you and went on to do something more suited to your personality.

    Thanks so much for stopping by, Benzeknees!

    Have an awesome week!
    X

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  29. Mark PetruskaAugust 26, 2013

    I worked in retail for many years throughout high school and college, but we were always taught the importance of good customer service. Take Brookstone, for instance: we were supposed to greet every customer who came in, and offer them assistance for anything they needed. Sadly, I think the advent of things like the internet and cell phones are proving to be too much of a distraction to clerks who really don't want to be there. The least they could to

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  30. What a fabulous post! And, unfortunately, so very true. What is it that makes salespeople act this way? A general attitude of apathy perhaps? Unless they're on commission, they get paid whether they offer great service or not. So, perhaps they're just existing to draw a paycheck and are not really vested in the success of the company? Very short sighted thinking, but probably true in many cases. What they don't realize is that there's always a competitor out there willing to take a customer's business if they're unhappy with another store. And when you add the internet choices, it's foolish to act this way to potential customers anywhere!

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  31. "And just to let you know, I'll be using a lot of CAPS. But that doesn't mean I'm yelling, it just means I'm being ITALIAN and using my hands to make DRAMATIC gestures as I talk."

    Ahahhahahah! OMG. I LOVE YOU!


    Wow. What a terrible shopping experience. How rude.

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  32. First off, I'm so sorry I've been AWOL recently. Completely miss you and your posts. But, I think it's serendipity that I jumped back in today with this post. I am so fed up with what passes for customer service these days. I'm not sure if it's an entitlement thing, people unhappy with their jobs/lives, or something more endemic in society. We're expected to do more, be more productive and keep pace. Something's gotta give. I'm just finding that people are so busy they seem annoyed by each other. It's really kind of depressing.

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  33. Howdy Mark!

    "Sadly, I think the advent of things like the internet and cell phones are proving to be too much of a distraction to clerks who really don't want to be there.'

    That's VERY true! I see it all day - people who should be working, talking and texting on their cell phones.

    OY VEY!

    And btw, I LOVE Brookstone!

    Thanks for stopping by, buddy. Have a SUPA' week!

    X to you and Tara!

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  34. Hey there Lisa!

    "Unless they're on commission, they get paid whether they offer great service or not. So, perhaps they're just existing to draw a paycheck and are not really vested in the success of the company? "

    That's very true! And yet, do you know what's funny? I've seen people who are ON commission do this same thing. Can you BELIEVE that?!?!

    "What they don't realize is that there's always a competitor out there willing to take a customer's business if they're unhappy with another store. And when you add the internet choices, it's foolish to act this way to potential customers anywhere!"

    *clapping*

    You nailed it, Lisa!!!! Which why retailers need to refocus on offering quality customer service.

    Much thanks for stopping by and adding your observations. Have a fantabulous week!

    X

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  35. Hey there Meleah!

    Tee, hee! You know 'us' Italian's and the way we LOVE to use our hands when we talk. CAPS are perfect for that - HA!

    Yes, what a terrible shopping experience indeed. Let's just say that I won't be going back into THAT store.

    Mucho thanks for stopping by, girl. Have fantabulous week.

    So glad you're back blogging again because I missed ya!

    ((((((( You ))))))

    X

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  36. Hey there Jen!

    No apologies needed, my friend, because I understand that you have been working very hard on your new business and other blog.

    You GO, girl!

    "I'm not sure if it's an entitlement thing, people unhappy with their jobs/lives, or something more endemic in society."

    You know, I think it's probably a mixture of MANY things - technology, lack of person-to-person communication skills, entitlement, and just plan laziness.

    "I'm just finding that people are so busy they seem annoyed by each other. It's really kind of depressing."

    That is so very true because I see the SAME thing. Human contact is going out the window.

    Much thanks for stopping by, girl! Hope you had a FABU summer. Can you believe how fast it flew by? But I have to say, I really enjoyed this summer!

    X

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  37. I worked in the public sector, gov't, retail...for many, many years. Even at a young age, I always took pride in giving better than average customer service. It gave me a lift to make a person's day, make them smile, find just the right item they wanted etc..
    It's a lost art it seems. I agree, they don't need to fawn over us, but an acknowledgement that we are actually there and might appreciate some assistance (perish the thought!!!) NOT too much to ask.I think it goes back to home life and how they were raised too. When I was a kid, not saying "thank you" ended up with a stern reminder to not forget the next time. No staring at people, no shouting at the table...it continues into adult life I think.
    Great post Ron. I really like stopping by here. :<)
    www.myreallifereviews.com

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  38. Helloooooo Geraldine!

    "Even at a young age, I always took pride in giving better than average customer service. It gave me a lift to make a person's day, make them smile, find just the right item they wanted etc.."

    OMG...it's so wonderful to hear someone say that! And you're right in saying that I think a lot of it has to do with how were raised. I, like you, was raised to take pride in my work; regardless of what kind of work I did or how much I got paid to do it. A job was your job, and you took it seriously.

    And dear god, do you EVER hear the words "Thank you" anymore? NOT. HA!

    Thanks a bunch for stopping by today, dear lady. Hope you had a lovely Monday. Enjoy your week!

    X

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  39. Go, Ron!! And I was just recently discussing this topic with a friend over the weekend about how slip shot so many people are with their jobs. Customer service in any job has gone to hell. No one seems to care. And I think that's happening everywhere, no matter where you live.


    Like you said, it's almost as if they are doing you such a huge favor to wait on you. And what's even more crazy is that WE have settled for this kind of lazy and careless service as acceptable. Not me. I complain!


    Ok, I'm done with my rant!


    I love the fortune cookie, Ron!

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  40. Hey ho Robert!

    You're right, I think this is happening everywhere, no matter where we live because many others have mentioned it as well.

    "And what's even more crazy is that WE have settled for this kind of lazy and careless service as acceptable. Not me. I complain!"

    See, that's the thing, I think we have gotten to a point where we have settled for this kind of service as being acceptable, so nothing changes. But like you, I too make complaints. Yet, on other end of the spectrum, I have also contacted corporate MANY TIMES to rave if I have received good customer service because they need to know that as well - that a customer notices and appreciates it.

    Much thanks for stopping by, buddy! Hope you're Monday was awesome, as well as your week!

    X

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  41. Herman TurnipAugust 26, 2013

    Is the answer to your puzzle "Customer Avarice"? ;-)



    Hey man, I'm totally with you on this post. I'm not a persnickety person. I can understand when a business is busy and the salespeople can't give me the time of day, but when it's quiet like you describe and those pinheads can't even bother to look in your direction, then it's "see ya, wouldn't want to be ya" time. They'll not be getting my money. And I don't stop there. I've been known to log into their website and drop them a note about their poor customer service. I've only done this a couple of times, but man, during those times I was either completely ignored or stared at like they thought I was going to shoplift something.
    *rolls eyes*

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  42. "Is the answer to your puzzle "Customer Avarice"? ;-)

    Bwhahahahahahaha! Brilliant!!!! I love how your mind thinks quick!

    " I can understand when a business is busy and the salespeople can't give me the time of day, but..."

    Yes, but even in that case, they can still say something like, "Hello, I'll be with you just as soon I finish with this customer" - to at least acknowledge you.

    "I've been known to log into their website and drop them a note about their poor customer service. I've only done this a couple of times, but man, during those times I was either completely ignored or stared at like they thought I was going to shoplift something."

    Oh, and me too, because they need to know. In fact, I contacted the own of this store after I had this experience and truthfully, I could tell nothing would be done about. But at least I spoke my mind and will NEVER go in that store again.

    Much thanks for stopping by, bud. Hope you had a super Monday. Enjoy your week!

    X to you, Karin, and Mr Tyler!

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  43. OMG Ron! Don't EVEN get me started on the subject of Customer Service or the lack thereof. My former boss was Director of Customer Service for Xerox. My husband was a VP of Customer Service. I can talk and talk for literally DAYS about the BAD customer service that we receive in today's world. You hit the nail on the head when you said...it is as if we are disturbing them! That is exactly the way that they make us feel!! I have actually seen retail employees texting on their phones while they are supposed to be at WORK. I mean, c'mon!!! What is wrong with the Retail Managers these days that they do not recognize that their employees are not paying any attention to their customers??? I am not one to shut my mouth. I have come right out and said, "Are you aware that the reason you are getting a paycheck is because I am shopping in this store??" "Since you seem far more interested in whomever you are texting, I will be doing my shopping elsewhere and perhaps you will be picking up your paycheck ELSEWHERE or not at all". My daughter hates to shop with me. She's been known to leave me in there when I start in on my rants!! It is something that is so close to my heart that I simply cannot pretend that they aren't being rude!! It MUST be brought to the attention of management. I use the term "management" lightly. Some of them aren't qualified to manage themselves, let alone anyone else!! I have also written letters. Lots and lots of letters. I will not stop my crusade for better customer service!! If everyone just ignores it...it is NOT going to get any better!! (OK, admittedly, I am a bit on the dramatic side too...hence the reason I type in CAPS!) Can you imagine the two of us having lunch together?? bwahahahah! Maybe someday...always fun to meet our blogger friends in person!! Happy Day to you! xo Jeanne

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  44. Goood morning Jeanne!

    " I am not one to shut my mouth. I have come right out and said, "Are you aware that the reason you are getting a paycheck is because I am shopping in this store??" "Since you seem far more interested in whomever you are texting, I will be doing my shopping elsewhere and perhaps you will be picking up your paycheck ELSEWHERE or not at all".

    OMG...I LOVE IT!!!! And you/we SHOULD say something. I don't know HOW texting and talking on the phone WHILE is working has become acceptable. I mean you're AT WORK, right? Text and talk on your phone while you're on you're on your lunch break, NOT while while you're working. It BLOWS me away that employee are permitted to do this?!?!

    "I will not stop my crusade for better customer service!! If everyone just ignores it...it is NOT going to get any better!!"

    You GO, girl!!! And I'm with you, if we don't say something, it is NOT going to get any better!

    "Can you imagine the two of us having lunch together?? bwahahahah! Maybe someday...always fun to meet our blogger friends in person!!"

    How FUN that would be!!! And yes, I having a feeling that someday we will meet! Can't wait!

    Much thanks for stopping by and sharing on this post, Jeanne! Happy Day to you!

    X to you and the girlz!

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  45. Just reading this made my blood boil. OY! Don't get YOU started! Like you said, maybe it's because I worked in retail for so many years. The very least I expect is a "hello". The very LEAST. But it seems like that doesn't even exist anymore.
    We have this discount store here that's sort of a cross between a grocery store and a drugstore. I hate going there but sometimes their prices are so cheap, you can't resist. I was walking through the produce section yesterday and this guy comes around with one of those huge floor sweepers. I backed up so he could get by. NO, I'm sorry. NO, excuse me. What the heck??
    I agree that most associates in retail stores act like they're doing you a favor. It's disgusting. When I was a manager I used to tell people, this is your home. If someone walked into your home, would you say hello to them?

    Don't even get me started on cell phones on the sales floor......

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  46. Hey there Chrissy!

    " Like you said, maybe it's because I worked in retail for so many years. The very least I expect is a "hello". The very LEAST. But it seems like that doesn't even exist anymore."

    THANK YOU!!!!! And I can't tell you how many times "I'm" the one, as a customer, who is the first one to say, "Hello" and also "Thank you" after I make a purchase.


    What is wrong with that picture?

    "I backed up so he could get by. NO, I'm sorry. NO, excuse me. What the heck??"

    Grrrrrrrrrrrrrr!#!! It's total ignorance.

    "When I was a manager I used to tell people, this is your home. If someone walked into your home, would you say hello to them?"

    You are soooooooo right!!!! Treat people like you would as if they were walking in to your home!

    Thanks so much for stopping by, girl, and for sharing on this post. Have a FABU week!

    X

    And yeah, don't even get me started on cell phones on the sales floor...

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  47. Ron, yes, I have done that as well because good customer service is so rare, that I feel the company needs to know that, so they keep doing it and know that it's appreciated.


    Loved reading everyone's comments here. Looks like a lot people feel the same way!

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  48. "Looks like a lot people feel the same way!"


    HA! You can say that again!!!!

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  49. Dianne WilsonAugust 28, 2013

    I think thoughtless behavior and social rudeness is becoming bigger and bigger
    maybe we should text sales people as we stand right next to them
    I worked at Sears as my second job and years ago at Macys, also a second job
    I would get to my second job exhausted but would always try to treat everyone with enthusiasm and kindness
    Customers suck too
    I'll never forget a woman who called me names and insisted I be fired on the spot because I wouldn't leave a cash register line to help her
    and don't get me started on management
    Oy
    Hope sends big hugs

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  50. "maybe we should text sales people as we stand right next to them."

    HAHHAHAHAHA! Oh, Dianne, I LOVE YOU, WOMAN!!!

    "I would get to my second job exhausted but would always try to treat everyone with enthusiasm and kindness."

    And knowing you the way I do, I bet your customer service was awesome! You come from the standpoint (which is rare these days) that this is our job, therefore we are there to do our best and serve.

    "Customers suck too."

    Yes, no doubt. Customers can suck, regardless of how WELL do our jobs to serve them (Oy vey...trust me, I know), but I'm referring more in this post to those who don't approach their jobs to serve; passively expecting to make a profit without any effort on their part.

    Much thanks for stopping by, dear lady. Hope you're having a wonderful week!

    X and hugs to you, Hope, Siren, and Isadora!

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  51. I would have walked out of that store too. Had I been with somebody I would have made a loud comment, like "They obviously don't need to make any sales in this store", before leaving. I am basically a coward, so would leave without a comment if I was alone :) I would most definitely not purchase anything though.

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  52. Hey Babs!

    HA! I almost did say something, but I was more curious to see how long it would take them to say Hello and ask me if I needed any assistance. Which you can see, they NEVER asked me. I had to ask them. Yet, I did contact the owner from their online website and made him aware. But honestly? I could tell he blew it off. Oh well...I won't be going back into that store. :(

    Thanks so much for stopping by, my friend. Hope you're enjoying a lovely week!

    X to you and Mo!

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  53. This is largely the way I am treated at any store I enter. It is sad. Like you said, I don't expect them to kiss my ass, but I do expect an acknowledgement of my presence!

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  54. Hey there Bill!

    "This is largely the way I am treated at any store I enter."



    It's been so interesting to hear MANY people who've left comments say the same thing about where they live as well. I think customer service (everywhere) needs a reboot - HA!


    Thanks for stopping by, buddy! Hope you're having a fab week!


    X to you and Paul!

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  55. Oh, I feel your pain, my friend. We've been victims of lousy customer service on quite a few occasions and it's absolutely wrong. Just our recent phone calls with Verizon was almost enough to send us to another company... which I'd heard horror stories about too...but then the tech came and he was wonderful. And I do have to say that there are stores I go to and they provide excellent customer service. I'm in a B&N cafe right now and even though they know me and MANY of the employees/managers speak to me regularly, I've noticed how they are with others who are not regulars and they seem to provide a pretty good experience for them too. If the Nook section near the front door is not busy and someone is in that area, he/she absolutely will greet customers as they come in and leave the store. And I have heard sales associates ask if they can help customers on the floor many times.
    So I guess I've had enough experiences to be in the middle on this issue but I can definitely see how there's been a general decline over the years.

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  56. "Just our recent phone calls with Verizon was almost enough to send us to another company... "

    And I think it's so totally ironic that you and I BOTH went through this same thing with Verizon at the same time. I'm still not finished with my issue because when they adjusted the bill, they didn't take enough off, so now I'm dealing with that.

    "And I do have to say that there are stores I go to and they provide excellent customer service."



    Yes, as I also shared in this post, I too have experienced some quality customer service, but few and far between.


    Thanks a bunch for stopping by, Mary! Hope you're having a fab time in B&N. I'll be going there myself sometime today!


    X

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