Cattle Disguised as People
March 7, 2012 2 Comments
Walking up to the window with a prescription, the person behind the counter, busy inputting something-or-other into a computer, barely registered any recognition of my existence. Now I understand the desire to complete a task before moving on the next one, but to make no eye contact, to give no greeting, to not say (with a smile) “just a minute, please, sir, while I get this finished up, then I’ll be right with you.” – nothing?
I’m a person, a customer, not cattle. What a contrast from my recent experience being in the more hospitable South.
When it was finally my turn to exist, the person behind the counter, without even looking up into my face, extended his hand as the signal that he was now ready to process my paperwork. Not serve a customer. Not be an ambassador of good for the company. Just take on the next task, which happened to be me. Totally de-humanizing.
Yes, jobs can be repetitive and boring (read this article: Confessions of a former TSA agent). It can be tempting to treat customers as objects, particularly when those customers have no other options. But you can be outstanding – either as someone who brightens another’s day, or someone who darkens it. As we all seemed to conclude in last night’s #LeadershipChat, hire for passion and attitude – skill can be imparted. And fire the bad apples quickly!
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