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
