Can't Smile? Take the Day Off

I walked into the bank to cash a personal check. I had been a customer of the bank for maybe 20 years. It was not the branch where I normally go. Where I bank the cashiers usually give me eye contact and greet me in a cordial manner. I counted five employees behind the counter.

There were five people waiting in line for a cashier. There was one cashier assisting a customer. The others were standing near a computer and seemed to be having an animated discussion. I heard murmuring among those waiting. They were complaining about the bank having only one person cashiering and others apparently trying to solve a problem. I wondered why someone didn’t look up and acknowledge that we were waiting. I also wondered why somebody did not apologize for the delay and explain to those waiting how much longer it might be. I glanced at my watch. I had an appointment. I had time, so I waited. No one was smiling.

Eighteen minutes later the one cashier motioned me to her opening. There was still no smile.

I said to the cashier, “Have you called a doctor?”

“For what?” she said.

“Everyone seems to be feeling bad.”

“What do you mean?”

“No one is smiling,” I said.

“Yes they are,” she said. She still hadn’t smiled.

“I didn’t see anyone smile,” I said, now irked even more.

“You just didn’t notice,” she kind of snapped at me.

“I guess my eyesight is bad, old age is tough,” I said.

We finished the transaction.

“Have a good one,” she said. A vague smile curled her lips.

“It’ll be better outside,” I snapped a little, too.

A line was queuing up again.

The other employees were still huddled together at the console.

Having spent 50 years nurturing customers in the retail business I am perhaps more conscious of customer service. I also know how easy it is the send clients to competition. It’s not like there is only one bank in town.

I remember the 10 years spent with Sears and the completeness of their initial training program. It was an educational experience; first apologize and then solve the customer’s problem. I could have written the policy. The knowledge was beneficial when I opened York Furs at Regenstein’s and then York Furs in Buckhead; don’t ever abuse a consumer, the bad judgment will come back to bite you.  A happy customer will often suggest you to their friends. An unhappy customer will tell everybody about their bad experience.

And always smile, even when you have a headache. If you can’t smile then take the day off.

If that branch had been the bank’s only branch, I would have immediately changed banks.

Several years ago I was subjected to an insipid customer satisfaction policy at a pharmacy. I have not been in the place since. My family is in agreement, and they now go to different pharmacies. Customer satisfaction is vital to business. Flawed customer service policies assure a decrease in business.

Big means nothing. Even a little mouse can put an elephant to flight.