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Customer Disservice: Have a Nice Day
That's what the cashier said to me at the end of my purchase. "Have a Nice Day."
I said nothing back. Why? Because I felt that her statement was insincere. From what I saw, her well-meaning statement was delivered because the company instructed her to deliver it at the end of every transaction. She really didn't mean it and she didn't understand why she was saying it.
The strange thing is that the cashier probably thought that I was rude for not responding.
I had three choices after she uttered that meaningless script.
1. Mumble something back with the same lack of conviction just to appease her. Why would I bother?
2. Point out the lack of sincerity in her statement and actions. That could have led into a rant about poor customer service in general and her specific mistreatment of me as a customer. Did I really want that aggravation?
3. Say nothing because I felt that my words would be wasted. This is the path of least resistance that I took.
I wondered how retail will survive?
I'm guessing that the words she said were mandated by the company because they were totally out of sync with her actions. You can order staff to parrot phrases but you need to hire the right people if you want them to convey that message.
She never looked at me. Not once. Not even for a few seconds. She clearly did not respect, value or appreciate me as a customer.
When I approached the counter she took my product, scanned it and typed on the computer. Then she stated with disgust, "My computer has been acting up all day." She did not apologize. She simply expressed her disgust at her computer. It was making her life difficult - and I assumed that I was as well.
I attempted some levity with, "With all these computer experts around there must be a way to fix it." It was an office products store. She called for help. When another staff member approached, she demonstrated the problem as she repeatedly stabbed the keys angrily. He politely asked her to stop. He directed her, then me to a different cash register. He even spoke to the couple behind me in line to allow me to be processed before them. Good for him. He clearly demonstrated an understanding of the customer.
She did not apologize for my inconvenience - perhaps because she was so wrapped up in her own inconvenience. She did not thank me for my business. She never looked at me. I'm baffled at how she accomplished that total lack of eye contact. Are retail companies really that desperate for staff?
And then she had the gall to say "Have a nice day." Instead of making me feel good, she conveyed the message that here was a very unhappy employee who clearly hated her job and the customers she served.
If she was getting minimum wage - she was grossly overpaid.
Have a nice day!
PS: It was Staples (Business Depot).
© George Torok is coauthor of the bestselling, "Secrets of Power Marketing". He helps business owners gain an unfair advantage over the competition. Get your free copy of "50 Power Marketing Ideas" at http://www.PowerMarketing.ca Arrange a presentation or coaching session at http://www.Torok.com For media interviews call 905-335-1997