My associate Mr. X is working a part time in an upscale food emporium to stay in touch with reality between gigs. Since we have created a few training programs together -- all directed at people in service roles -- this has been a real eye opener for him. Let's face it -- it's easy to suggest how people should act in a customer service situation, but real customers are often considerably different than what we imagine them to be. The jobs are more complicated and more stressful than we suspect.
Over a cafe americano at Starbucks, I suggested that X capture these observations and insights as a contributor to this blog. Amazingly enough, he ultimately agreed. His condition: he meant no disrespect to the store owner or the customers, so it has to be anonymous. Okay, I said. It's not like we're the Wall Street Journal here -- we have standards, but this seems reasonable.
So here's the first installment of consultant undercover, courtesy of Mr. X.
Mrs. V Buys Dinner
"I could tell she was going to be trouble from the get-go. If it’s possible to look both aimless and hostile at the same time, she managed it. Picture her in her early sixties, slack beige raincoat, damp grey hair, silk scarf, scowling at the display case.
Me: Hi, can I help you?
She: What’s that?
M: Lasagne.
S: Doesn’t look like Lasagne.
M: Sausage Lasagne.
S: Doesn’t look like Lasagne.
M: (lying) No it doesn’t, does it.
S: Is it any good?
M: I’ve never had it, but all our products
are very good.
S: How much is it?
M: $3.25 per 100 grams
S: What’s that mean? (legitimate question)
M: I can price this piece for you, if you
like.
S: It’s gonna be about 5 bucks.
M: (reading the scale) $4.77
S: See, I told ya.
M: (nothing)
S: How do you heat it up?
M: Well, I’d put it in a warm oven for a half
hour or so.
S: That’s cooking.
M: Well, no – it’s warming. You can put it
in a microwave, but that’s a dangerous way to go.
S: Yeah, it is. Well… I think I’ll get
something else. (walks out the door)
M: Thank you, have a good weekend."
