Yeah, I haven’t blogged for a while and now that I’m taking time to do it, I’ve got a lot cached that I want to say 
A week or so ago, Seth Godin had a couple of really interesting posts about retail stores and customer service. So did Carlee and Rob.
These posts really got me thinking about retail customer service and the things that drive me crazy about it. As Rob pointed out, I REALLY hate it when there are only a couple checkout lanes open and tons of customers lined up waiting to give their money to the store. I especially hate it when, in that situation, I can see several store employees standing around talking or whatever, but usually doing pretty much nothing.
But, what I hate the most is: When I’m standing in line and the clerk takes a phone call! I think Checker Auto and Autozone are the worst offenders here, right up there with them is pretty much any video rental store. I’ve had it happen at Gas Stations, Customer Service booths at grocery stores, Radio Shack, and pretty much any store that puts a Fracking phone by the cash register.
Here’s the basic scenario: You’re standing in line, ready to check out – probably after figuring out how to help yourself and find your stuff without any help from one of the employees. In fact, you probably have had zero help from an employee – especially if you needed it. The checkout clerk is really busy trying to figure out how to subtract $1.20 from $2.00 because they hit the wrong button on their cash register and now they have to figure out your change in their head. After the guy they’re trying to help tells them that it’s $.80 cents, the clerk has to push some buttons on the safe to get another roll of quarters. After that finally clunks out, they beat it on 4 different hard surfaces trying to break the roll open. After they pick up all the change they spilt on the ground, they count it back to the customer – one coin at a time. After which the guy just throws it all in the “Take a penny” bucket in disgust and leaves.
Then the phone rings…. there’s one more person in front of you in line – you’re almost there – and 4 more people behind you in line. Surely the clerk won’t…..
He answers the phone! “Kwik-E mart – where we’re REALLY quick! This is Dave, how can I help you?” (you’re thinking to yourself “Help me by not answering the phone!”) blah blah blah blah …. “just a minute, let me look up the price for you”…… (clerk walks around trying to find something in the store and comes back) “that’s $2.49 plus tax”…… “yes, we have 9 in stock”….. “ok, thanks for calling!” (this entire process takes 2 minutes) (clerk turns back to the customer in front of you) “Sorry about that! (if you’re actually sorry, don’t do it!) Did you find everything ok?” (note that this is 100 times worse in Autozone as they look up 10 parts on a car and give the quotes)
This pisses me off like little else will! I’m in your fracking store ready to buy something and you’re answering the STUPID phone wasting mine and everyone elses time! Get rid of your @#$@ PHONE!
Checkout clerks, customer service clerks, etc have NO business answering the stupid phone in front of waiting customers! This is a completely inappropriate practice of several retail stores. We’re ALREADY in the store! You’ve won our business already! Take care of us! Don’t make us stand there holding our purchases while you wander around helping someone on the phone. If someone needs to deal with customers on the phone – make the managers do it, they’re not helping customers. Seriously, I find this to be one of the rudest practices.
One time I was standing in a line where this happened 3 TIMES! I got so mad I called the store myself and when the clerk answered the phone and said “How may I help you?” I yelled “HELP THE GUY IN FRONT OF ME!!!!”
Just kidding, I didn’t really do that, but I really, really wanted to! (I didn’t know the phone number) Maybe the moral of this post is to program the phone number of the store on your phone before you go!
11 comments
Skip to comment form ↓
BLACKBELT
November 28, 2007 at 11:28 pm (UTC -7) Link to this comment
Sir, you are quite correct, however Auto Zone requires employees to answer the phone by the third ring, and DO NOT put the phone customer ON HOLD.
This also annoyes the employees, trying to close a sale for the customer standing in front of you, then also required to answer the phone, basically performing two jobs in one, most today call it multi-tasking, I call it overwork.
an experienced (need more) employee will do this very quickly, newer employees can take forever to do this task, also bear in mind the phone customer may be
in the parking lot calling from his/her cell phone.
there is also the problem of phone customers wanting
advice on how to fix their vehicle over the phone.
You may not be aware of just how much FREE LABOR
is provided to customers at Auto Zone, checking their engine trouble codes, installing batteries, headlights, taillights, wiper blades , testing batteries, alternators,
starters in the parking lot with NO set up facility for this.
One store tests, and installs about 150 batteries a week with FREE LABOR, this means you actually handle 300 batteries including the old ones,300 FREE trouble code checks a week, 125 wiper blades installed FREE a week,
50 taillamp bulbs a week, also answer at least a thousand questions a week, it is no longer a Do It Yourself business, it’s a WE DO IT for you business
also absent employees is a problem at most every business today, just look on the street? the thousands of cars holding you up in traffic, why are they not at
work somewhere? also bear in mind when most customers go into a parts retailer, they are Mad walking in the store, because they are having to spend money and do work they really don’t want to do.
most managers start work at 7:00 am and work till 10:30 pm, when have you tried a work shift like this
day in and day out? By the way, also notiice there are
NO Chairs in the store, you are on your feet all day,
Rain or Shine,Hot or Cold, you are out in the parking lot doing FREE LABOR for people just like you, who don’t appreciate what service most customers are
getting day in and day out FREE, Yes there are the exceptions, some stores don’t do dittle for you.
somebody must be doing a fair job of help keeping the cars,trucks, SUV’s on the road today, each and every
vehicle on the road has needed something sooner or later.
Hey how about SELF SERVICE, that’s what all the gas stations have done to you, just ask a clerk to check your oil ? see what kind of answer you get today?
Today you have Internet service, simply order your parts ON LINE they will ship direct to you, with your choice of shipping method?
Yes you may be dealing with a $7.00 an hour clerk, that can’t make change for a dollar? (they may be your neighbors son or daughter?)when is the last time you worked for $7 bucks an hour? or better yet when is the last time you worked for your customers doing LABOR FOR FREE?
Maybe all your coins only have one side to them?
Try looking at the other side of the coin once in a while.
Competition is good for the consumer, it lowers your net cost, offers more choices, more merchandise,
Where does the profit go? to the shareholders, yes you can buy Auto Zone stock on the open market, yes
AZ stock is worth about THREE times plus say what Home Depot stock sells for.
One other thing to possibly keep in mind? the shortest line may not always be the BEST line to be in?
A good pro will have customers gladly, waiting in a longer line for his/her more experienced service.
an old pro once told me, son KISS everything you do.
Keep It Simple Stupid. another old pro also told me:
ask three people the same question? you’ll get three different answers.
Lighten up a little, the lines may get even longer?
Plus how about Bi-Lingual service today? How many places do you phone today where you have to dial a number for each language? some say the Olympic games have no Mexicans today, cause every one that can Run,Jump or Swim is in the States.
Computers today also have spanish on them, so you dial up the spanish screen, and most can’t read their own language, how many of these type customers do you have? yes finger pointing has become a form of communication today, they simply point to the part they want for their car.
My coins have two sides to them, and I try as best I can to see both sides.
Gracie
September 14, 2008 at 9:17 am (UTC -7) Link to this comment
You are so right about everything but espically about the phone thing. i once worked at a department store where answering the phone is part of the job. ‘Im not saying it was right because if definatly drove me nuts when i had a customer in front of me and i had to answer the phone for some other customer who was to lazy to get up of their but and actually come into the store! But no!!! if i didn’t answer the phone i got in a lot of shit! It was the worst thing about that whole job. It was like i was being paid to be rude to customers who made the time to come into the store!
jayelkay
September 14, 2008 at 9:22 am (UTC -7) Link to this comment
I agree with you. The clerks should not be answering the phone with customers in front of him/her. I’m a retail clerk at a local post office myself, and I honestly believe in helping the people who actually drive to my location and ask me questions face to face. What happens to me me more often than having to answer the phone is having a customer on the cell phone themselves. People will be in he middle of a conversation when they come up to the counter and not say a single word to the clerk. I have no idea what they want, but sometimes they point at the pictures on the walls. Usually that means they want stamps. Sometimes I’ll be assisting a customer with some packages, their cell rings, and they walk away to talk about their dinner plans or something. Now my counter is filled with unpaid packages and people waiting for service. Most post offices have signs that say service will be refused if on a cell phone, mine is on order. Service should be prioritized to customers making the greater effort. Those in the store, in the line, ready to go home and use the product. Not to those who waste everyone’s time by calling the store, making little to no effort. My overall point is “crappy customer service†goes both ways.
(Ms. EDUCATED) Retail worker
September 14, 2008 at 12:17 pm (UTC -7) Link to this comment
My question is, have you ever worked retail??
Customers can be just as rude for no reason and disrespectful. Although, I do agree it’s very rude for employees to be rude to customers for no apparent reason.
Where I work we are required to answer the phone by the third ring also while ringing customers up. However, I do agree I find it quite rude for cashiers to answer phones as much as I find it rude when customers are on their cell phones through the whole transaction and don’t acknowledge me as a person.I’m not a robot!!!
What’s also irritating to employees is the question “the ad just came out, how come you guys don’t have this!?”
You really think we enjoy being complained to and yelled at by customers??? Trust me, if we could fix it we would but if it’s beyond our control don’t expect a miracle.
One major thing I absolutely hate is that many people think just because one works in retail, he/ she is uneducated. Give me a break! Me, and some of my other co workers are actually attending college universities. Who knows, maybe some of these people will get their degrees, get a career and be your boss!
Oh yeah, and not every retail employee makes minimum wage. Yet the customers treat the employees like a field worker or slave and feel the need to be rude to them.
Having been in retail for so long and being nice and respectful to every customer, you realize there’s some people you just can’t please no matter what.
So before you’re quick to judge or bash on cashiers or employess, trade shoes with them for a day.
The CEO of our company had done that just to see what it was like and he said he sure got a run for his money and sent out a big email that was printed and posted on our bulletin about how it’s not as easy as it seems and how he appreciates what we do even more.
OI
September 14, 2008 at 2:19 pm (UTC -7) Link to this comment
Most of the time when a clerk answers a phone while they’re waiting on you, it is because they are REQUIRED TO. In some companies, if an employee lets too many phone calls they are FIRED. Most retail employees genuinely want to help you as quickly and efficiently as possible, but just like you, they’re even more concerned about NOT LOSING THEIR JOB. So the next time you’re about to throw a hissy-fit because the world isn’t revolving around you, remember to blame the business itself for having the ridiculous policy of requiring employees that check people out to also answer the phone. Do not blame the clerk, they do not have a choice in the matter (unless they are willing to get in trouble or get fired just so that you can get out of the store a minute or two faster).
Janis
September 14, 2008 at 5:13 pm (UTC -7) Link to this comment
While I understand where you’re coming from, I have to point out that sometimes the person at the register in a large store HAS to answer the phone even when there’s a long line. Why? One, the people on the sales floor don’t do it; and two, it’s the cashier’s job to answer the phone and direct the call to an appropriate associate.
I worked in a large craft store and this is how it was done. That’s why the phones are AT THE REGISTER.
Now I work in a much smaller environment and there are times when I’m alone in the store from 5:00 p.m. until we close at 9:30. Am I supposed to ignore the phone? No. It’s my job to cover EVERYTHING. So I answer the phone, I put them on hold. I ring up the customer in front of me and wish them a pleasant day.
In my current store, we are all pulled in many different directions and we are required to find a balance and do it all. The managers and the sales people do the same work (the managers just do more plus all the background stuff).
If you can’t handle a sales person who is alone for the rest of the day trying to do their job, then maybe you should shop online.
Not all retail employees are like you described.
diamondsamiam12
September 14, 2008 at 7:02 pm (UTC -7) Link to this comment
Phil, this is the first time that I’ve ever responded to a blog, but you hit my pet peeve on the head! I don’t give a rat’s butt what the company policy is, when I am standing in front of you, with cash in hand, “I” should be the person who is assisted first and not the person too lazy or busy (hey, I’m busy, too!) to manage their way into the store. Sorry, Blackbelt, but in the world of customer service, I see this issue as a two-head coin! and the physical customer should always come first!
Netia
September 14, 2008 at 7:42 pm (UTC -7) Link to this comment
It sounds to me like you’re mad at the employees for this. Do you not realize that if the phone rings and the employee doesn’t pick up they may lose they’re job? I agree that it is bad practice to be on the phone while serving a customer, but there is nothing a cashier can do about this. They get told to answer the phone, and so they have to do it.
And why don’t the managers do it? Because they’re usually busy as hell, working 80 or 90 hours a week to keep their store in order. Do you think it is so easy to run a retail chain? If so, why don’t you go open one, or work in one.
Work is tough, no matter what you do, so maybe you should just chill out a little next time your standing in line. I’m sure the employee getting paid 6 bucks an hour isn’t too thrilled about what they’re doing either.
Leona
September 14, 2008 at 8:42 pm (UTC -7) Link to this comment
Hi everyone!–
I empathize with you on going to a store, ready to buy, not being treated well… It feels crappy. Just the other day, I was in the a corporate grocer’s deli, ready to purchase my lunch, and I stood there for what seemed like a long time. Not only was I not greeted, but I was ignored completely. I ended up running out of time and had to go, eating snacks that I already happen to have in my bag for lunch that day. It felt crappy and I took it to heart.
As someone who also works in customer service, I am presented with a dilemma. I resent not being treated decently. However, I also note that these types of places tend to have a lot of new faces– if it’s such a great job to have, then why is there such a high turnover rate?
Most days, I grin and bear it. But there are those days when I have been yelled at by about the fourth or fifth person for something that I cannot get upper management to do anything about. I don’t believe that I deserve to be yelled at because of thing that I cannot personally change. While I understand your frustration– believe me, I have walked in your shoes. The person that is helping you or only simply cashiering for you, is only doing what they are supposed to do while preserving there own selves against verbal customer attacks.
I work at a corporate copy shop. Just the other day, I got yelled at because the color in this woman’s business card looked purple to her instead of blue. I honestly thought they looked blue. I told her that we could make them again and she could look at a sample before we did the whole printing to make sure she liked the color. Instead of considering my solution, she proceeded to argue about how “that color is clearly purple!” I then suggested that we could get out color samples and she could show me a color that she liked and that I would do my best to accomodate her. There was no pleasing her. I remember thinking to myself, before I met her, how cool her cards looked… and how beautiful… what a great job our production person did on them! I was looking forward to presenting them to her when she picked them up. To my dismay, not only did she not like them, but every solution I could think of got shot down. How do you think that made me feel? I felt like I was being treated as if I was beneath her and that my input did not matter.
I work hard. We are often short-staffed, but I do the best I can. Most of the time, I make a lot of people happy. Many customers have written in and remarked what a great job that I do and that I give great customer service.
I am annoyed, as well as you, that I have to stop in the middle of helping someone in order to answer the phone. However, I am also required to answer the phone by the 3rd ring– no matter what! This particular company even has secret callers call each month– and we are graded. If we fail the test of the super secret phone call, our boss gets questioned and whoever failed the call gets called into the office and reprimanded. Too many of these failed-phone-call-tests can result in termination.
So, you might be waiting for my help. You might be in the store right in front of me. I even have the opinion that if you took the trouble to actually physically come to the store, then you SHOULD be my priority. Unfortunately, my company is not set up that way and, for the time being, I need to keep my job.
Daily, I am put in a tough position… because now that I answered the phone (in case it was the dreaded Secret Phone Call)… now you are in front of me, feeling disrespected and unimportant… now you are visibly upset… understandibly– your project is important to you. I do want to help you but I am put in a position where I have to preserve my employment– to look good to corporate so that I can move up someday and not be the one that gets verbally abused for things that are beyond my personal control. I always apologize anyway. … and even though I have apologized many times over for things that are not my fault, I try to think about you and how you must feel and I, in fact, I do feel bad. I do, indeed, feel sorry that our culture has sunk to this level.
After the way that I have been treated by the general public, I question whether there will be empathy for what I write. But I hope that there will be and I write this with the faith that I can open your eyes.
I hope that we will all try to treat one another just a little better. I hope that we can all come to terms that it is not the person in front of us that is the problem, it is the corporate mentality which we all, together are supporting when we fail to support our local economy and seek out independant businesses. The problem is a lot bigger and it is not going to be changed by being uncivil to the person who stands infront of you on either side of the counter.
–Leona
Red Fox
September 14, 2008 at 10:04 pm (UTC -7) Link to this comment
As a cashier at a gas station, I’m going to have to disagree with you on the answering the phone thing. We have to answer the phone, it’s part of our job. If there are people in line I will agree with you that the cashier should get them out of the store first before helping the person on the phone (putting them on hold) but we cannot just let the phone ring. Also, managers are not there during every shift and even when they are there they’re busy too keeping the store operating so that you can shop there.
j-dizz
November 27, 2008 at 8:29 am (UTC -7) Link to this comment
dude..shutup! noone cares bout ur complaining!!