Can retailers afford to be this picky?

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Permalink Reply by Bob Sullivan on February 24, 2009 at 3:26pm

As someone who worked fast food recently, I find it the height of rudeness that someone who came into the restaurant supposedly to get their food fast would find it appropriate to carry on a cell phone conversation while the order-takers wait. Not only have you disrespected the order-taker, but during lunch rush you're disrespecting the six or so other people in line BEHIND you. the world does nor revolve around your phone conversation. People seem to forget that cell phones come with ID and voicemail, so excuse yourself and call them back in five minutes. Address your business with real people before you get caught up in your business across town. It's not all about you. Good for the store for putting their foot down.

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Permalink Reply by Joe Dager on February 24, 2009 at 3:43pm

No, I do not think retailers can be this picky. And when you give out information you have every right and expectation to know what it is being used for. I for one, typically ask WHY? And I have been giving out 1600 Pennsylvania Avenue NW Washington, DC 20500 to Radio Shack for over 30 years. And they still take it! Now, if I would know a few good phone numbers? What is yours Pat?

As far as cell phones are concerned, it is annoying to the other customers in a small shop. It truly does hinder good service, but shopkeepers will have to learn how to overcome that. I doubt that will change. It may be that they need to be more interesting than the phone.

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Permalink Reply by PK Koduri on February 24, 2009 at 4:08pm

Ah well soon everyone will be Twittering or updating their Facebook status on their mobile phones - that should quieten things down a bit! :-)

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Permalink Reply by Mark R Platt on February 24, 2009 at 8:02pm

Everyone pretty much pointed out my thoughts on this already. I got my haircut today and that was the first question that I was asked. "Phone Number?" What I realized after the initial taken back was that this tied into their CRM tool. Once they had my number they knew all about how I got my haircut. I think there is a middle ground. For owners it is starting with a "how are you today", then "can I please have your phone number". For the rest of us it is putting the cell phone down when we are going through the line. I admit I did it today. I was talking a client through an install for a software that they just got and wanted to test it out, while I was going through the line a Marsh. So I am as guilty as others.

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Permalink Reply by Shannon Gross on February 24, 2009 at 9:01pm

I love all the discussion this topic is generating. Thanks for posting Pat.

Point 1: Vacationland
This summer my husband and I were vacationing in a small town in Maine. To my great delight, our chosen breakfast joint had a very clear sign on the door: No Cell Phones. In fact, I saw a clerk turn away a teenager who was talking on the phone.

Not only did this all-new level of peace and quiet greatly enhance our breakfast (have you ever noticed how frequently cell-phone users raise their voices?), it reinforced the fact that the cafe employees were people too, deserving of customers' good manners and full attention, and it sped up the line considerably.

Point 2: You Train People How to Treat You
One of the more powerful statements I've heard was You Train People How to Treat You. In my life, I am learning to say, "I'm happy to continue this conversation when you're done with your cell phone." Hooray for my fellow business-owners who have decided they get to ask for courtesy!

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Permalink Reply by Conrad on February 25, 2009 at 6:42am

You ever been stuck on a plane next to some loud jackass, spouting company secrets while you're trying to either work or relax after a long work day?

Stores should have a phone area, like they used to, otherwise courtesy is dead.

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Permalink Reply by Nancy Lee on February 25, 2009 at 8:54am

Can I get the names of the stores that post these signs? Because I would like to shop there. As you read the posts, you can see that most people who sympathize with the merchants signage are those who have worked the retail dream or were raised in an age where manners mattered. Retail merchants are there all day long watching and listening to more than you can imagine of you have never worked retail.

I imagine that there were some attempts on the part of the retailers to verbally let customers know that their cell phone conversations were disturbing to themselves and other customers. AFTER the customer got off the call. A sign is not a bad way to communicate when other methods fail.

As for surly clerks, I do attempt to make eye contact, smile, give a brief pleasant word or two. Sometimes it helps, sometimes it doesn't. And when I do get a really good clerk, I let them know about it! Don't let a surly clerk take away your good mood - share it with them if you can. If you can't, at least imagine what it might be to have their job and their pay for a day.

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