Is there hope for customer service in the age of self checkout?
He handed me my receipt but he didn't even turn to look at me. I plucked the receipt and waited. Nothing. "Thank you." Nothing. He didn't say a thing - eyes unfocused, looking away. And so I lost my cool a little and said, "This is where you say thank you."
That got his attention. Finally. After checking out a hundred dollars worth of groceries, he looked at me. "Why," he asked.
"Because I can shop anywhere, but I chose to shop here."
And with that, I had gone too far. I had lost him. I folded the receipt and tucked it into my wallet, promising never to shop here again.
Are my expectations unreasonable? A hello and a thank you make a difference. W hen was the last time you were greeted at the checkout line with eye contact, a hello and - a smile? If you have, I'm sure you remember. Maybe it's just because it's my business, but I always notice it when there's not some personal contact.
Working on the frontline is hard. A steady stream of customers who want something, want it now - and don't often say thank you. Yes, it's not a place for the weak of heart. I think that's why many people go into a shell and just go through the motions. Unfortunately, they're missing something very important. Although there will be occasional customers who "burn" you with their acid tongues, the majority of customers are open to a little connection - and will reward service people who give it. And the service people who give it - get it. It feels good.
Sharing a smile with a stranger is a great experience. Smiling reduces stress, lowers blood pressure - in fact, there are some research studies that indicate simply seeing someone else perform an act of kindness has an affect on one's own physiological state. There must be something in our makeup as social beings that appreciates a positive interaction.
So how can we inspire frontline people to get into that flow? It's not something that can be legislated - yes, you can make it a rule to smile and say thank you. But the truth is, genuine warmth has to come from within. Everyone's got it, but many hide it away. If you can give them a taste of how it feels to have positive interactions, they'll make the "effort" to bring it out.
The SMILE! Faciliator's Guide has some great tips for starting conversations around attitude and service. And there are many other resources, too. If you visit our links page, you can visit the Walk the Talk Company. They publish short business books that are packed with great information and inspiration.
Thanks for sitting listening to my grocery store checkout saga. I'd love to hear yours, too! As well as any solutions you have discovered.
That got his attention. Finally. After checking out a hundred dollars worth of groceries, he looked at me. "Why," he asked.
"Because I can shop anywhere, but I chose to shop here."
And with that, I had gone too far. I had lost him. I folded the receipt and tucked it into my wallet, promising never to shop here again.
Are my expectations unreasonable? A hello and a thank you make a difference. W hen was the last time you were greeted at the checkout line with eye contact, a hello and - a smile? If you have, I'm sure you remember. Maybe it's just because it's my business, but I always notice it when there's not some personal contact.
Working on the frontline is hard. A steady stream of customers who want something, want it now - and don't often say thank you. Yes, it's not a place for the weak of heart. I think that's why many people go into a shell and just go through the motions. Unfortunately, they're missing something very important. Although there will be occasional customers who "burn" you with their acid tongues, the majority of customers are open to a little connection - and will reward service people who give it. And the service people who give it - get it. It feels good.
Sharing a smile with a stranger is a great experience. Smiling reduces stress, lowers blood pressure - in fact, there are some research studies that indicate simply seeing someone else perform an act of kindness has an affect on one's own physiological state. There must be something in our makeup as social beings that appreciates a positive interaction.
So how can we inspire frontline people to get into that flow? It's not something that can be legislated - yes, you can make it a rule to smile and say thank you. But the truth is, genuine warmth has to come from within. Everyone's got it, but many hide it away. If you can give them a taste of how it feels to have positive interactions, they'll make the "effort" to bring it out.
The SMILE! Faciliator's Guide has some great tips for starting conversations around attitude and service. And there are many other resources, too. If you visit our links page, you can visit the Walk the Talk Company. They publish short business books that are packed with great information and inspiration.
Thanks for sitting listening to my grocery store checkout saga. I'd love to hear yours, too! As well as any solutions you have discovered.
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