How many customers can you serve at the same time before you’re no longer serving any of them?
Standing in line waiting to be served as a customer is a common, everyday occurrence for most of us.
Waiting is not enjoyable.
But it’s necessary to maintain order when there are others also wanting to be served.
Whether it’s at a bank, restaurant, grocery store or retail shop, there are commonly understood rules of engagement such as:
- First in line gets served first.
- If you step out of line, you start again at the back of the line when you decide to rejoin the line.
- Once it’s your turn, you will be served.
Of course there may be exceptions like
- Paying extra to be served sooner
- A fellow customer willing to hold your spot in line
I have no problem with these exceptions.
However, have you ever stood in line waiting patiently to be served and, when it’s your turn, you’re not served?
That’s what happened to me at a Bulk Barn store the other day.
I had picked up several bulk food items and was ready to check out with the store clerk.
There was no line up as the clerk waved me over.
Lucky me!
As I laid my items on the counter, the clerk picked up the first item and put it on the scale to weigh and price it.
At that precise moment, the phone rang so he stopped processing my order, picked up the receiver and, in a very nice, cheery voice exclaimed,
“Hello, it’s Bulk Barn, how may we help you today?”
As he said it, he held up his hand with one finger (his forefinger, but in hindsight it felt like his middle finger) and mouthed to me,
“Sorry, I need to take this, l’ll be just a moment”
I could feel my blood pressure rise and start to simmer as he continued to serve the customer on the phone.
A few minutes into my paused order, he said to the customer on the phone,
“Hmmm, I’m not sure. Let me go check in the back”
As he put the receiver down, he said to me,
“I’m really sorry, I’ll be right back. I just need to check one thing for a customer.”
As he disappeared into the back of the store, my blood was really starting to boil!
I thought I was the customer.
When he finally returned, he finished up with the customer on the phone. And was about to resume processing my order when another customer at the store interrupted him with a question.
No waiting for my order to be completed first or even an apology for interrupting *my* service.
At this point, my patience was shot.
When the clerk handed me my order and receipt while wishing me a “good day”, I just stared at him coldly and said nothing as I walked away.
The whole incident probably didn’t last any longer than 5-10 minutes but my otherwise “good day” was reduced to a “rant day”.
What was wrong with this picture and what could have been done differently?
- As soon as he waved me over, he should have been singularly committed to serving me before serving anyone else or doing anything else.
- Let the phone ring.
- Politely ask the other customer in the store to wait before answering.
- Trying to serve multiple customer’s simultaneously will lead to longer service times and dissatisfaction for all customers.
- Having my service interrupted twice left me disserved, feeling unimportant, and angry.
- One interruption is reprehensible. Two interruptions is unforgivable.
- I don’t necessarily blame the clerk. What if the store management caused the problem?
- By having only one clerk in the store.
- By requiring the clerk to answer any phone calls within 3 rings.
- Perhaps store management needs to prioritize happy customers over costs and efficiencies.
This is not a unique problem. I’ve experienced this type of customer disservice at many other service providers.
Maybe that’s the reason why I prefer online services to bricks and mortar services.
I get to choose a virtual customer service experience without fear of physical interruption.
Unless my internet service or the website becomes unavailable.
So, when that happens, back to the end of the line I go to wait my turn.
Next Chapter Consulting 