Service

I’m always amazed when I read about the future of employment opportunities in this country. The economic oracles are always forecasting that most of the world’s jobs will be in the service sector. I think it’s high time someone cues in the younger generation about the importance of good service. I’ve been told there was a time when you paid for, and could expect exemplary service. Don’t get me wrong, there are a few decent employees out there who do get it, but for the most part what I witness is really disappointing and frustrating.

Once upon a time my wife worked in the service sector as a server and did quite well doing so because she understood what good service meant. She greeted customers with a smile and worked hard to make sure their dining experience was the best it could be. Even if things happened that were out of her control she did everything she could to make it better. The tips proved this time and again. I’ve always taken her word for it that good service is hard work!

As a customer she is rightfully very critical about any service position and actually goes out of her way to be a gracious customer. I’ve actually witnessed her greeting the local grocery check-out with a smile and a cheerful “how are you today?” only to be acknowledged with a grunt and an eye roll. This type of behavior to me is unacceptable and makes me want to jump out of my skin! I’d like to take these apathetic youngsters by their shirt collars and shake some sensitivity into them!

I mean, really? This is your job! You aren’t owed this position. Make the most of it! EARN your wage. Yes, I’m sorry you aren’t making the $50,000 salary you think you deserve and are instead forced to scan UPCs and punch keys on a computerized till (that even makes change for you) but if I were you I’d be fearful of losing that job! After all, there are some retail stores that have Self Check Outs. That’s right. Even the customer can do the job you’re doing! So what’s left? How about making the customer feel like no one else can do the job as well as you? Stand out from the crowd. That means being an exceptional human being when someone’s kind to you! And, even if they’re not kind to you, you should still be kind to them! Why? Because it’s your job! Your employer expects you to contribute to the customer’s overall satisfaction with their establishment so that they feel happy about their visit and are eager to return. That’s what a service position is all about! The customer’s satisfaction, not yours!

Of course, I can only vent here because I lack what probably needs to happen in order to change the service industry for the better – the assertiveness, courage and honesty to tell someone when they’re failing at their job! Instead I just shake my head in disbelief and wonder if it will ever improve.