Is Faster Better? Whatever Happened to Customer Service?
I recently found an interesting blogger that I’m
liking, Betty from A Bench With a View. Her most recent post that I read was titled Self
Check-Out and you can read that post HERE.
I thought it was an interesting post and I left her a comment that said: “Recently I purchased a new car that has a little icon that comes on every
time the tire pressure isn't absolutely perfect, which means that I have to
find someone to check my tires because it terrifies me to put air in myself. I
feel I'm going to overfill and they will blow up in my face! It prompted me to
think about those days when I first started driving and I'd pull up to the gas
pump and a friendly attendant would come running out and he'd clean my
windshield and check my oil and my tires, I really miss the good ol' days!I
don't do self check out! I already feel like the stores have made me do too
much work in making me bag my own groceries, the least they can do is make an
effort to have a live human taking my money! Great post!”
This post made me stop to think about a recent shopping trip with my
daughter April. We went to a Ross Store and I bought a few painting supplies
and April bought a few clothing items. As usual at Ross you go to the cash
registers and there’s a rope barrier that you wait behind that loops snakelike
until you get to the front to wait your turn.
It doesn’t take very long as the line moves quickly. The reason that the
line moves quickly is that Ross Employees are timed on how quickly they can get
a customer taken care of.
When you get to the front and it’s your turn they still have the previous
customer in front of them trying to gather their purchases and secure their
wallet in their purse and they are already shouting “Next on Check-Out #4!”
I feel rude when I walk up and the previous customer is still standing
there, helplessly trying to gather everything up!
When it’s my turn the cashier is polite in saying “Hi, did you find
everything you need?” But you can tell that they really don’t expect a
response, they don’t really care, they are already looking to the next
Once they were done checking me out, they handed me my bag while I was
still trying to get my ATM card situated in my purse and they ask me to please
take my receipt. There is even a sign there asking me to take my receipt, they
don’t even bother to hand it to me.
I once asked a Ross Cashier why they do that and she said it’s part of
their process to get us in and out quickly so we don’t have to wait in line. I guess it saves them a few extra seconds of not having to make eye contact with you while they are yelling out for the next customer!
As we were leaving I mentioned to April that being rushed through like
cattle to slaughter was the one thing that I really didn’t like about Ross. I
fully expected her to agree but was very surprised when she said that’s her
favorite reason for going to Ross, she can get in and out fast! I wonder what her generation would think about stopping to pump gas and having to wait for the attendant? Her generation is used to faster is better and they are not as concerned with etiquette and cashiers trying hard to build a rapport with you.
Do you remember the good ol' days fondly or are you ok with self checkout and fast and unfriendly customer service?