One of the most commonly mutually understood concepts in consumerism is that “the customer is always right”. I am sure that we all know what this means but to be clear, the idea behind this concept is that in any interaction between consumer and distributor shows immense bias towards the consumer. That is to say, it seems as though that the focus of the customer service industry is to cater completely to the customer. This is what I call a problem.
Here’s the thing, I have worked in customer service for a very long time. I am used to the fake smiles and the “My pleasure” and other such appeasement. But that kind of treatment, that kind of constant deference is problematic and lends to a disproportionate sense of entitlement throughout the general population. I do not become less of a human once I put on my work uniform and my nametag. I don’t immediately owe some phantom level of respect to customers simply because I am behind the register.
I was listening to an NPR program called “A Way with Words”, which is a radio show dedicated to exploring words and phrases and their origins. One of the things that was discussed was an argument between a customer and a customer service employee. The customer said, after a service was rendered, “Thank you” to which the employee responded “No Problem.” This, apparently, caused a problem. Now, I understand the idea behind customer focused methodology. Businesses want to please their customers. They want to make them happy and feel pleasant while the consumer utilizes their service. However, there is a difference between being courteous or helpful and being deferential
Customers should treat service workers with respect. Service workers should treat customers with respect. There shouldn’t be any expected deference. Employers shouldn’t expect their employees to grovel and make everything right in the face is distinct and obvious asinine behavior. Common sense says that there must be such a thing as an incorrect or unreasonable customer but I have worked at jobs where such a customer is only talked about after said customer has already been disrespectful or downright rude. What’s worse is that when this thing isn’t addressed at the time the employee feels wronged and unsupported and the customer has no idea that anything they have done is wrong.
No one likes to be treated poorly simply for the kind of job they have. No one deserves to be treated less-than simply because they are just trying to do their job to the best of their ability. Don’t get me wrong; there are some clerks that can be assholes. There are some service workers who are rude and insolent and downright disrespectful. But don’t treat all of us like we are all the same. Because when we have 78% of our customers treating us like crap during an eight hour shift, we tend to get a little grumpy, and rightly so. Then it becomes a vicious cycle.
So let’s stop the cycle. Be kind to your cashiers. Be kind to your customers.
