Just thinking about my experience a couple of weeks ago, in a well known small town establishment, takes my metabolism up a couple notches...as if I'm on a caffeine binge. I keep telling myself that at some point I will offer my "Quest for Excellence" services, to any and all business owner's that have employee's who must meet the public.I'm sure all of you in cyberspace, are very anxious to hear about my pet peeve, so hang on tight...here we go.I had been to visit my in-law's in Granby, MO. and had promised my honey I would stop for a pizza on the way home. Sounded like a good plan to me and since he's such an agreeable young man (hehe), I made the phone call before leaving Granby. To make the pot sweeter, my sister-in-law gave me a coupon that saved us an extra five bucks! Every thing's going pretty good...
Now I've arrived at the restaurant to pick up my prepared dinner. My hand reaches out for the glass door, pushes it open, and I have begun the walk that will take me to my food. In a world of experienced servers, one can expect to be greeted cheerfully, with possibly a slight smile and a "Good evening! Are you dining in or have you placed an order to go?" Right? Ya know...just a "HI!" would work for me. That's pretty simple...isn't it??? Not particularly stressful.
I swear, this young lady would never be able to pick me out in a line up. Not once did her eyes meet mine. As I opened the door that was a good 15-20 feet away from where she was standing, holding up the cash register, she says something that sounded like, "Do you have a pick-up?" I wanted to say, "Well, ya know...my husband does. But it's not for sale."
I wait until I reach the counter where she was, and then say, "I'm sorry. Were you talking to me?" "What's your phone number?" she asks. Knowing why she was asking, I just bit my tongue and told her what it was. She still hasn't made eye contact. She types in the number and without another word, turns and heads to the kitchen...or someplace where they hold the "to go" pizzas. She sits it down on the counter nice enough, so I think she's okay and can maybe be a little more personal now that the hard part is over.
Clickity, click, click, clickity...she types in something or other on the register. "That will be $15...something or other." "Well, I have this coupon," I say. "I'm really sorry. Didn't know I would have it when I placed the order, but my sister-in-law was kind enough to grab it for me. May I still use it?" Clickity, click, click!!! No words came, but she did know how to reach for the coupon. Whew! I was beginning to worry again. Still no eye contact."Ten dollars and (whatever)." I'm really starting to get a little ticked off at this gal. "My sister-in-law says I should ask you for a calendar if you still have any. She says there are coupons for the whole year." She never responded, just turned, grabbed a calendar and laid it on top the pizza box. Still no eye contact, not even a "will there be anything else I can get you?"...nothing!
I'm debating on asking if she is the manager, but instead I say, "Having a rough night?" Ah-ha! Did I see a tiny smile flick across her face??? Still, all she could muster was, "Just ready to go home." I tried to engage her in some light conversation to pick her mood up a little. Didn't work. I asked about the busyness of the week, which nights were hardest, etc...just small talk. She answered all my questions with very short answers and not once did she ever look into my face.
I pay her, grab the pizza, (and the calendar) and head toward my car, (since I didn't have the pick-up). "Hope your night gets better," I say...and leave.
WHAT IN THE WORLD WAS THAT?!!! Who trained this young lady? Was she trained? We all have troubles of some sort, but come on now...you just missed a really good tip! And I'm pretty sure you're not going to last at this job.
Yada, yada, yada...here I am, breathing deeply, trying to figure out how to worm my way into high traffic businesses and train employees in the simple techniques of being friendly.
Oh well, here I'll be in Mary's World, if anyone needs a good quest for excellence provider. :)
