May I help you?

I really hate to sound like the old grandpa that says “Back in my day people were polite, they believed in hard work, and the customer was always right.” I’m only 32, but wow, grandpa was right. Have you been to a store lately? I am stunned at the lack of customer service everywhere.

Here is a little background info. I worked as a counterman and delivery boy for about 8 years at a couple of different auto part stores. I worked with the public, mechanics, vendors, drivers, etc. This is a few years back, but my wage never exceeded $6.50/hr. so it is not like I made any money. Still, I always tried to help the customer, greeted them, thanked them, and generally tried to do my job.

Flash forward a few years and I walk into Autozone to pick up a generic door handle or something. I am happy to see they carry the same line of accessories that I used to sell, so I know what is available. The shelf is empty so I go to the counter. The two people working the counter are talking with one another and make me wait literally 5 min. until they finish their personal conversation to help me. When I tell them what I want, they tell me which isle to check. I inform them that it isn’t in stock. They look in the computer and say they don’t make it. I ask if they have a catalogue because I know right where it is if they will let me look. They reiterate that the computer shows nothing. I reiterate that I know it is available for special order and I see the book right there behind them. In anger and disgust they tell me I am wrong and say “Sorry, I don’t know what to tell you.” I leave, angry.

Next, I need a little piece of vacuum hose. Because Autozone hasn’t been the best, I go to a Shuck’s. I walk in with hose in hand and wait for 15min this time for the man to finish with the person in front of me. On at least 5 occasions he looked up at me and what I had in my hand. 15min. later, when it is my turn, I take two steps forward and he says “Nope, dealer item.” Thanks, you could have said that 15 min. earlier. Never-the-less, I ask if I can look at their vacuum hoses, he says nope, we have nothing like that. I say, “You don’t have bulk vacuum hose?” He says, “Well, yes..but not that size.” I point to the exact size that they do have and I need five feet behind him and he angrily goes back to cut me some. Now I am holding a 6 inch piece of hose. He says, how much do you want? I hold up the hose and say “This much”. He says, “Sorry, we can’t sell anything less than one foot”…. and starts to walk back to me like I am going to leave. What the hell? So I say, “Then I guess I will take a foot.” Again, visibly angry, he walks back over, chops off a foot of it and then throws it at me. I go up and pay feeling like a jack ball, an angry jack ball.

So these are just a couple of examples at auto part stores, but it seems to be everywhere. There is no pride in work, no more “Thank you” at the end of transactions, no acknowledgment that a customer is standing two feet away waiting for help. What is going on?

Last week, a lady waited on my wife in Wal-Mart…I know, I know. She was filthy. Stained shirt (new spaghetti over old grime), greasy- uncombed hair, and reeking of cabbage and salted meats. I’m talking worse than disgusting, and she was handling our food. You can be the poorest piece of mountain trash in Boise and still be reasonably clean.

I won’t even go into the customer service at Circuit City, if you have ever walked in those doors, you know.

So, I have a message for all of you people that work with the public daily. I don’t care that you only make minimum wage. I don’t care that you still live at home at the age of 40. I really don’t care that your girlfriend was out with your brother last night and you are in a bad mood. When I pay you, say “Thank you”, for your company’s sake. When I stand next to you with that inquisitive look on my face, say “May I help you?”, and make it sound like you are not frustrated with the question. Finally, when I ask you something you don’t know, ask someone else, don’t feed me a line of crap that you don’t have it because this is frickin’ Wal-Mart. You have everything.