Professionalism
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Two Way Street
July 14, 2010
Last week, after writing about the bad service I had received at a local wine shop, it occurred to me that I should attempt to stand in the shoes—figuratively at least—of a retail clerk and view the world from his or her position. Contrary to the old saying, the customer is not always right. I suspect every person who has worked retail can relate at least one story in which a customer acted in an inappropriate manner.
So what does a retail clerk have a right to expect from the buying public?
At a very minimum, every clerk deserves to be treated with respect. They should be approached with a belief that they are competent and capable people who have earned their position with a specific employer. When customers require assistance, they should politely ask—not demand—it. And when aid is proffered, customers really ought to express some thanks and appreciation.
Clerks also have a right to expect customers to be “present” during a transaction. That means we need to get off our cell phones. Just last week, I observed a woman approach a newsstand while she yammered away on her phone. The talking customer blocked others from making their purchases. When the clerk asked if he could be of assistance, the woman, who must have been on the most important phone call in history, shushed him!
In the world of retail, good manners really should be a two-way street. Customers have the right to expect prompt and polite service. Clerks have the right to be treated respectfully.
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