The following is from a colleague, Dr. Gary Seigel, at www.themouthtrap.com
It’s so common, I had to post this;

I ended the year with a double header: Two classic examples of rudeness and unprofessionalism , back to back.

It started early in the evening when I went to CVS to buy vitamins that cost $11.46

After waiting in line for nearly fifteen minutes, I gave the cashier $21 dollars and 46 cents and she gave me back $9.

“I gave you a $20 bill and a $1 bill plus the change,” I told her.

“I know, you did.” She snapped back.

“So you should give me $10 back, right? “

She looked at me like I had stepped on her dog.

“Here” she slapped the ten dollar bill on the counter. And then she shouted, “Next customer!”

So I walked out of the store on this glorious warm Southern California evening, near the end of this difficult and challenging year, feeling strangely dismissed and angry. Should I say something to her or to her manager? Or should I just keep my comments to myself?

I decided it’s New Year’s Eve — say nothing and go next door to Von’s Market, and buy the few groceries I needed.

Here, the transactions went smoothly. I used a credit card. I grabbed the bag of groceries from Wynona, the checker’s assistant, and as she bagged the lettuce and bananas, she yelled at the grocery cashier on the next aisle. “Alice, is this day ever going to end? How about you? When do you get off?”

Alice yelled back. “I’m working an extra shift tonight. I’ll be here till midnight.”

“Oh Crap! I can’t wait to get off work. I don’t know how you do it. I get off at nine, thank God!”

And I walked out of the store, wondering if “Oh Crap!” Wynona and Alice even knew there were customers there, and did it matter that they shared a somewhat private conversation with a couple dozen customers shopping and walking through Von’s on New Year’s Eve?

It was nearly 7 p.m., now, and I forgot the bag of ice needed that night, so I pulled into the local liquor store down the street from my house. The guy in front of me stood chatting with the store owner.

The store owner watched me waiting, and leaning forward, she touched the man’s shoulder. “Let me help this customer, and then we can talk some more.”

I paid for the ice and thanked her. And as I’m walking out, she made sure I could hear her: “ I always take great care of my wonderful customers. Thank you for coming in! Have a happy and healthy New Year!”

I drove home, feeling appreciated and I suppose, a bit loved. After all, I’ve just been rewarded by being told I was one of her wonderful customers. And I was!

Here’s the dilemma.

That liquor store owner invests her energy in her store and in her customers. All she sells, really, is service. I can get ice and liquor anywhere, but when I go to her strip mall store, I am buying quick, helpful, cordial, professional service, and it costs her nothing to smile or, for that matter, to be nice.

Would she get the same service from someone she hired for, let’s say, ten bucks an hour?

Why not?

How is it more difficult for employees to simply apologize when they make mistake (“I’m so sorry. My mistake. Here’s your correct change. Have a great New Year!”) or save the backstage conversations for breaks instead of having them in front of the customers.

Is it because these employees make less money? Do they feel disrespected by their boss so they purposely act rude? Or are they simply ignorant of the image they create in front of the public and could care less about the unprofessionalism they display?

I don’t know, but if these situations sound familiar to you – and you work in an environment where you talk to customers every day — here are my two bits of advice:

1. If you’re in the retail business, you’re on stage. Don’t draw the curtain and create backstage talk/gossip/private chat that you wouldn’t want heard in front of everyone. One kind word to a customer can lead to hundreds of return visits. One rude response can lead to a thousand negative comments. Look at this blog. There must be at least four of you reading this!

2. If you make a mistake, my friends, apologize. Just say “I’m sorry.” How difficult is that? It’s the simplest thing in the world. We all make mistakes. Acknowledge it, and let the customer know you’re sorry. If it’s not your fault, that’s a whole other issue. Nevertheless, be kind and courteous and sincere to your customers for they are the ones who make your future possible – whether it gives you a paycheck or creates the opportunity for you to meet someone who will eventually pay you for your wonderful service and expertise.

By the way, my sister-in-law hires (steals) customer service people from stores ALL the time. Why spend money from an ad when you can see people in action at your local Macy’s or Penny’s and recruit the best right then and there!

Bottom line:

If you’re thinking this job stinks, I’m a low paying employee. I hate what I’m doing. This customer drives me crazy. When do I get off? That thinking will manifest itself in our attitude and behavior.

So think different.

Convince yourself of this: I’m glad to work here. This is a blessing. These customers depend on me. I am engaged to my job because I may meet someone who will see my skills and reward me for my expertise.

That, my friends, can create a very different behavior and customer service environment that can be both remarkable, achievable, and rewarding.