I 
had the weirdest shopping experience this week. I stopped at Staples to pick up a couple of things on Sunday. As an side, I love the office supply store the same way some women love Macy’s. I rounded up my items and proceeded to check out. There was quite a line with only one register open. No worries though, I was not in a hurry.
I patiently waited my turn, and then exchanged minimal pleasantries with the “guest service” gal that was running the register. She seemed a little distracted but she was moving the line efficiently.
AND then it happened.
She scanned my items. I scanned my credit card and then looked up at what she was doing. It was weird. She had her head down and was typing away, but I couldn’t really see her hands. It was then that I noticed that in the middle of my financial transaction she was taking time to respond to a text or an email on her phone.
It was a clever move really. Until she backed away, I didn’t see her phone that lay flat on surface beside the point of sale. Once she finished whatever she was doing, she went through the motions of finishing my transaction.
She looked me in the eye and thanked me; and as I stared back I thought, “You’d be fired if I were the manager”. I got to the door and thought how in the world does she think that’s OK? I got to the car and thought, I have to go back and tell her. It wouldn’t be the first time I had shared with someone how I thought their service could have been better.
I am not sure how I managed to contain my inner-guest service warrior. But I did this time. I just think that if people had any idea the impact that we have on each other we would be a little more focused on what’s important at the time. I mean really, was the text or email that she had to send so important that it couldn’t wait until she was completely finished with my transaction. Come on now, she’s handling cash. I hardly ever look at my receipt but you can bet I did then. How easy would it be to make a mistake? Her head was clearly somewhere else. I got to thinking about her efficiency and how quickly she was able to do her job. I suspect she and her boss think she’s a great employee.
In my mind, there’s a big difference between just pushing people through the line and providing great service. The difference in this situation is so subtle and maybe I’m just being too picky but HEY, could you wait just a minute until your are finished with me to do whatever is so much more important while you are at work?
