I was never a big fan of online shopping, but I am now.
I've been shopping since a was a kid and I was especially excited to go to the grocery store with my mom. It was great to spend time with her and to see how many creative ways she could say no to virtually everything I ever asked for. I mean how can you say no to Twinkies?
I began working at an early age starting with the traditional paper route which led to my first real job as a bagger at the local grocery store and, yes, the same one where mom and I would go shopping.
Sad to report, there were still no Twinkies allowed.
It was instilled in me at an early age that excellence was the standard whether you were helping customers or sweeping the floor. It’s a belief that I embrace myself and have instilled in my now adult children.
As time went on, I held fast food jobs, sold men's clothing, was a skating rink monitor and held other positions that comprised my youthful resume.
I share this because I learned at a very early age how customers were to be treated, that you were expected to do the very best possible, and you appreciated the job that you were privileged to have. I’m not convinced that this is the case today.
I have done the majority of shopping for my family and me. And by shopping this means everything from food to clothes, furniture to cars and so much more. I enjoyed it from planning to executing purchases which included going to various and certain stores. You know the process – drive, park, shop, pay, unload and put away. And that was fine.
But not now, and here's why.
· I mentioned that I was taught to provide excellent customer service. This is not a universal repudiation, but it is my experience as a customer.
When's the last time you were greeted with a smile? How about a simple "hello" or "how is your day so far?" My encounters are mostly filled with ... nothing. It's as if the staff couldn't care less if you were there. And ask a question? The majority don't verbally reply. It's a stare that is dismissive leading to eye rolling that's been used a thousand times. There is a prevailing sense I’m bothering you with a question.
· Self-check-out. The ultimate in impersonal service. It's not about efficiency for the customer. It's about saving on labor costs and benefits. Some appreciate self-check-out but I don't. I'm a paying customer and not an unpaid employee. Does that mean I get staff discounts and can use the breakroom? I didn’t think so.
· Encountering the public. We live in a society where the lack of respect for others is at its zenith. The drive to the store or a mall can be precarious, finding parking is a challenge and hefting packages and bags is laborious. Online shopping allows me to bypass all the aggravation. I point and click and have deliveries made to my door.
I’ll take the ease and convenience every time.
The bottom line is that I work hard for my money. We are all navigating the highest prices pretty much everywhere, and we’re budgeting as best as possible. When we spend our money with you – brick and mortar store – it would be appreciated if you appreciate our business. And as the owner, you may do so. But those you hire as your staff are the face of you and your business. The wrong person in the wrong position can do more damage to your business than you can imagine.
Finally, I don’t buy on the premise that the customer is always right. As much as I’m calling for an increased level of customer service, we, as customers, cannot act like we own the place and abuse a retailer’s staff. Thoughtful consideration is a two-way street.
When the time comes when people become more respectful of others, when staff are friendly and accommodating and time is not wasted on long, frustrating lines to pay your hard-earned money, then I will reconsider doing business in person.
But until then I’ll enjoy my cup of tea, be relaxed in my BVD’s, and point, click and pay with Steely Dan music in the background while awaiting the delivery of my now preferred online shopping.
Like so many I should have done this ages ago.
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