Today I wrote a letter.  I took it in my car, with the intent of dropping it on the manager’s desk in our local Ralphs market.

Hi,

I really want to help out one of your checkers.

All of my experiences at Ralphs have been positive. Your checkers and your staff always have a big smile. They are always willing to help. I love shopping at your Ralphs.

Today, I checked out with a man named (NW = name withheld).  I had not seen him before.  He did not smile. He seemed bothered and displeased when I questioned the sales price of an item, and when I asked to go over the receipt.  I was not a happy camper when I left Ralphs today. That is why I am leaving you this note. I hope NW can join the ranks of your very happy and helpful employees.  Thank you.

But I kept the letter.

My thinking went like this: If I gave the letter to a people-skills manager, he/she might address all of his/her employees about being more personal with customers, smiling at them, and helping them to have a positive experience at the market.  He/she might even praise NW for being personable, patient, and smiling (a lie).

But if the manager has few or no people skills, he/she might single out NW, either alone or with his colleagues.  Would that help NW?  Maybe.  Maybe not.

Since I think I have good people skills, I will speak to NW on my next visit.  Here is what I intend to say:

“Hi, NW. I remember the last time I was at your counter.  You must have had a bad morning because I recall that you did not smile. You seemed distressed.  I have seen you smile (a lie), and when you do, you can really make a customer feel good about his or her shopping experience.”

Would that help NW?  Maybe.  I will speak to him. If I am still an unhappy customer on the next visit, I will avoid his chec stand, and I will hope that other customers report him to the manager.

Maybe it is important to me that all Ralphs’ employees are personable because I like shopping at that store. I  want to continue to like it.  Maybe I should drop off this essay on the manager’s desk.  What would you do?

Mr. Ebsen may be contacted at robertebsen@hotmail.com