The dying art of saying “thank you”
Have you ever received the silent treatment from a cashier? You know, that’s when there’s no “hello”, “thank you”, or anything in between — with the exception of maybe how much you owe.
While in the checkout line at the Fresh Market grocery store today, I overheard this dialog between the cashier and a customer in front of me:
CASHIER: “8.50, sign here please”
CUSTOMER: “Thank you.”
CASHIER: “You’re welcome.”
Whoops! Who said “thank you”?
As I watched the customer before me, I wondered if she had been waiting to see if the cashier would engage in any pleasant dialog, a mere “hello” perhaps. Finally, the customer surrendered to what I call “the silent treatment” and uttered the words, “thank you”. Someone had to break the silence or show some sign of humanity.
Next in line. That was me.
CASHIER: “5.85″
Yep, that was it.
I’d reached out my hand to receive the credit card slip so there was no need for the cashier to ask for my signature; that was understood. But, the entire dialog consisted of only a number, “5.85″?
I’m almost always forthcoming with a “hello” and a “thank you”, but I managed to refrain from saying anything unless prompted by the cashier. Sort of a test to see if the cashier would say “thank you” or anything else for that matter.
So, here’s my question for the store owner:
If my business is so important to you, why am I (the customer) the only one saying “thank you”?
As a business owner, there are some things that you can do to help make a good impression:
- Ask your associates to thank customers whenever the opportunity arises; this is particularly important at checkout, don’t you think?
- Remind associates that every opportunity to make a good impression is a moment of truth. Read more about “moments of truth” in this article on How to Stay Competitive.
- Let your associates know that you support them and that you will happily assist them with an unruly customer, but also remind them not to take matters into their own hands. Even if a customer is unpleasant doesn’t mean that we have to be.
- Ask your associates to let you know if they’re having a bad day or need a break.
For the record, the grocery store that I mentioned lacks much of a welcoming committee with the exception of the Sushi Chefs. Interestingly, Sushi is the only thing I buy there.
Food for thought.
Very nice post!
Thanks for sharing your thoughts!
Interestingly enough I always look for an eye to eye contact from cashiers and just the ordinary hello. I am getting ready to dish out my $$$$ and a pleasant thanks from cashier would enhance my return if just for that..
My favorite proverb….
“Action speaks louder than words”
Thanks!!!
Thanks again for the wonderful BLOG!!!!
I normally stand there, make eye contact with the cashier and blast them with a smile and ask them, and how are you, doing today?
We all must take into reflection the mile that someone else is walking and their shoes, especially in these days and times. Everyone i know in my life is having some kind of hard times due to the nature of this economic atmosphere. Some people feel stuck in the darkness of their circumstances, unable to muster a smile or a word, because the deepness of their dispair is so deep in their eyes.
My thought? Be the first to welcome them with a warm smile that meets your eyes and speaks to their souls and maybe you, may just lift them up and bring forth that smile so that they can share it with someone else. Remember, we all serve a God who has a higher purpose for us all… Look at that person with all cheerfullness and serve the Lord our God and that person with the spirit of what is inside of you.
Ask not how you can be blessed, but how you can bless others…
My thoughts…
Darlene, you are an amazing person and you make a great point. My observations were actually of a general nature and based on things I’d witnessed for quite some time and not just at this particular shop. However, in today’s tough times — as you point out — it’s doubly important to understand that it’s natural for someone not to be able to muster a smile at times and to see if we can help make the days of others brighter. Thank you for the beautiful way about you and for sharing your important perspective.