Can retailers afford to be this picky?

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Permalink Reply by Cynthia Wise on February 23, 2009 at 11:41pm

I might be the minority, but I don't mind the policy. I realize that cell phone use has it's necessity, but people do deserve our respect. I find it annoying when local shopkeepers or any corporate customer service worker puts their phone conversation before my business. So, in turn, what message does it send when I stay on mine when making a purchase. Part of the reason customer service is so bad in our society today, is that respect for others has long since vanished. I wish a simple hello would be more forthcoming than an effort to find out my demographic for their business. But, all of us in business understand the need for that information. Cell phones, although fabulous technology, are a huge distraction, not to mention partially responsible for many car accidents. You cannot enter any establishment without the feeling of somehow invading what might be a proprietary or intimate conversation. Or leave your home without it for fear of an anxiety attack. Technology has made us so dependent that we forget what life is like without it. Taking time for others, is a way of showing you care. If we hang up for a few minutes to make a purchase, maybe the shopkeeper will have a moment to say hello.

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Permalink Reply by Erik Deckers on February 24, 2009 at 7:02am

I think respect from the customers is sorely lacking these days. My wife has been working in retail for a few years, and has noticed a distinct lack of respect and courtesy from customers, especially when she worked at a so-called "premier" shopping center on the north end of town.

While I agree that a clerk's failure to give a pleasant greeting is irritating, that's just a matter of training. You can teach someone how to greet someone and be pleasant, whether they mean it or not.

But rudeness on the part of a customer? That's deeply ingrained, and is usually visited on people who work in retail and the service industry. So I don't think it's out of line for a store owner/manager to ask for a modicum of respect from its customers.

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Permalink Reply by Maureen on February 24, 2009 at 8:46am

Erik, years ago when I was a retail clerk............a little girl was waiting in line with her mom and I heard her ask her mother "Where do these people go at the end of the day?"

Out of the mouths of babes!

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Permalink Reply by Arik Flanders on February 24, 2009 at 7:31am

In the current state of the economy they shouldn't care if we came into their establishment with no shirt, no shoes and wearing a beer dispenser hat. This may sound harsh, but they can demand our respect all they want, that is, until they go out of business.

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Permalink Reply by Chris Horn on February 24, 2009 at 7:59am

i view it from a different perspective. What you may view as lack of customer service can often times be greater service to everyone else. Allowing people to talk on their phones when going through the checkout slows things down for the people standing behind them.

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Permalink Reply by Michael J Dukehart, II on February 24, 2009 at 8:19am

I think it really is a two way street. I really try not to be on the pnone while I am in any establishment. I hate it when the cashier has their cell open next to the register and they are openly texting while ringing me upr or make me wait until they are done texting.

There is no reason for either party to be on the phone during the transaction.

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Permalink Reply by Maureen on February 24, 2009 at 8:43am

No, they can't afford it. They are just countering bad manners with even worse manners.

Will they also judge us on any other criteria? There are more effective ways to encourage civility (how about a friendly request?) Say something nice in your sign.

You cannot police manners with a baseball bat. And bad manners.........are rampant these days. As Gandhi said, "Be the change you want to see in the world"

My mom's advice to me was this: See if you can make every clerk you interact with smile. No matter how rude they are to you, make eye contact, smile, say something nice. It will usually make them smile too. Mom is right.

That said, there are a lot of people out there that have no manners (whether waiting in line or not). A cell phone is no excuse for behaving badly.

On the other hand, although I try not to, there have been times when I've had to take a call when paying for something or while driving. I've been shocked at the profanity yelled at me from other drivers.

Good grief!

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Permalink Reply by Chris Lucas on February 24, 2009 at 9:15am

I agree with many others here. I think that the cell phone and overall lack of manners can bee seen in retail and in the general goings on in our lives. I avoid being on the phone during any transaction, whether it is buying a pack of gum or a TV, I think it is rude on my part, I have apologized on certain occasions where I have taken a call and the person seems shocked that I apologized.

I expect a level of courtesy from them so why would I not give it back? Stores can afford it, if they give a level of respect and attention back to their customers and create a friendly, welcoming environment, if they don't, they ruin a really great opportunity to connect with their customers and create repeat business.

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Permalink Reply by Caroline Robbins on February 24, 2009 at 9:36am

Everyone needs to be thoughtful. The customers and the clerks it goes both ways. The economy shouldn't make any difference on how people treat one another. This is the Golden Rule "do unto others as you would have others do unto you"

Seems like now days, people want it all now and it is all about me! When I run into a grouchy clerk I try to make their day, say something nice, compliment them -- something sincere. Everyone has something going for them, a beautiful smile, even if it is their fingernails, good looking shirt etc. You never know what that person has gone through, maybe a recent death etc. and your little bit of kindness might be all they need to get through their day.


I do agree with your comment that clerks should not demand our phone numbers, they should be nicely asking.

Not sure parents are teaching their children politeness any more!

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Permalink Reply by Jeff Laughlin on February 24, 2009 at 11:14am

Coming from a past retail showroom background, I agree that customers should not be on their cell phone. It shows a lack of respect for the salesperson and any others that may be in the showroom. Lets face it, people without the manners to stay off their phone are not going to be the most quiet of folks. I can remember "customers" having 20 minute conversations about absolutely nothing, but as soon as they were off the phone, they demanded to be helped and had the nerve to say they were there first.
Another thing that most do not know is the fact that most showroom salespeople have to rotate turns(called "ups"). Salespeople have one shot to make a good impression and help us try to find the right product; if they do their job professionaly, correctly, and honestly, they get rewarded by making a sale. This is how they make a living for themselves and their families. The person that won't put their cell phone down long enough to engage in conversation, will waste that salespersons opportunity to make a sale. They don't get the next person because of the previous being on the phone, that was their "up"...there are no "do-overs".

Anyway, I agree with most that have posted, it is bad manners for either side to be on the phone in a retail environment.

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Permalink Reply by Nicki Laycoax on February 24, 2009 at 11:40am

I feel that it is a two-way street. Thinking back to my bank teller days... When a customer would come in to have me handle their transactions, it really put a damper on the relationship that I was used to creating with my customers if they were on their cell phone. I know that business needs to be handled, and that there are emergencies, but please people, if it's that important that you can't get off the phone, stay in your car and finish the conversation before entering the establishment. This is the downfall of customer service and human respect, in my opinion.

Disclaimer- {I take extra pride in building relationships. After 3 years at that bank, I knew my customers names, their kids names, their occupation, their hobbies, and their account numbers by heart because I built such a good rapport with them that they came to my window each week. I don't see to much of this anywhere I go. I think I should start a customer service training company...}

On the flip side, I feel that Starbucks should provide customer service training to everyone working in a service job-banking, restaurant, healthcare, and any other position in that requires human interaction. Starbucks has some of the best customer service... Just the basics of "Hello, how are you today", saying please and thank you, making eye contact, and actually listening when you ask how someone is instead of being a robot and only asking the question because your boss told you to, really makes a difference.

It is soooo irritating to hear a cashier say to me in a monotone voice while looking at my groceries "Hi, how are you", the same way that she said it to the person before me... Why should I answer that question when she doesn't really want to know? If your job is that bad, quit and find a new one...

Wow, that was a rant. Oops! It just really fires me up when it seems that I, as a paying customer, am inconveniencing the person that I am helping earn their income. I also feel just as strongly about jerks that can't put their call on hold to address the service provider with respect. That's all it boils down to... r-e-s-p-e-c-t. :)

Attachments:

• Aretha Franklin - Respect.mp3, 2.3 MB

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Permalink Reply by Colin Clark on February 24, 2009 at 1:19pm

The important thing for retail shops to remember is to stay true to their values. If your business is built around great customer service, then by all means do everything in your power to be the best. If your credo is no customer service with the lowest prices, then you better do everything you can to maintain the lowest cost on your end.

The 'no cell phones sign' is an interesting gimmick. It definitely makes the shop memorable. It also caters directly to people who are annoyed by people talking on there cell phones (that's a huge demographic!!!) I say kudos! Do anything that keeps you on the edges. There's less money to be made in the middle.

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