Recently, I went to a higher end grocery store that I don’t usually go to. I went there because I heard that they put together a food basket I was interested in buying. After looking around I went to the meat counter to inquire. This lovely lady said, “I’m not sure? I think we do something like that, let me check.”
I followed her, and on route to where she was leading me, we passed an older employee, in a bright shirt with a Supervisor button. He was doing something with a small tablet device. The lady helping me said ‘Excuse me’, and asked about my request. The Supervisor looked upset and said, “That’s produce, you know I’m not produce.”
The lady responded, “Yes, I know, I just thought you might know if we have anything like this?”
“That’s produce,” the Supervisor said condescendingly.
“Thank you,” was her response, in an honest politeness that I’m not sure I would have had. She then led me to produce, asked, and it seems they no longer provide this service. The lady helping me apologized and asked if she could help me in any way, I told her ‘no thank you’, and that I appreciated her help.
Next I went to buy flowers instead. I decided to add a couple large Kinder Eggs (hollow chocolate with prizes you assemble inside) for the kids in the family. When I went to the station to have them wrapped, I was told I had to pay first. So I did. I then asked can I get the eggs added in?
“Oh, I don’t think they’d fit.” Was the response. So my flowers were wrapped without the eggs, and when I got to the car it took me 2 minutes to loosen the string on the wrapped flowers and add the eggs in without crushing any flowers. Simple.
What a contrast in service! The First lady was absolutely wonderful. She was polite even when her supervisor was a rude jerk to her in front of me. Whereas the annoyed Supervisor payed no attention to me as he verbally scolded the employee for daring to ask a question about another department. And the flower attendant couldn’t take a simple request without making it seem like I was asking for too much.
I wonder if the nice lady will remain nice in an environment like that, or will the ‘no-can-do’ culture wear her down? I wonder how a supervisor gets to the point where he thinks that behaviour is ok in front of a customer? I’m not going to find out any time soon, that’s not a store I plan on visiting again any time soon.
