Another Example of Robotic Customer "Service"--This Time Courtesy Of Barnes And Noble

I commend your letter because you did not blame the cashier for being
"corporately brainwashed"

Unfortunately, I doubt BN, Borders or any other large retail chain
will change their policies.

Mine are a little older now, but there was nothing more mortifing to
me when my kids were little than when they had a temper tantrum.

I had my son when I was 19, and a little on the niave side. I decided
I'd be fine to take him out to eat with me at a buffet when he was
about 18 months old. He was usually good at restaurants. However,
that particular time, he cried, screamed, kicked his high chair so
hard he almost tipped it over, and while I was getting his food
reached over to someone sitting at a table beside us and yanked the
butterfly clip out of her hair!!! Needless to say, we left in a
hurry, both of us still hungry, and me stressed and nearly weeping.

This is why I have Mother's Day. To remind him of the things he did
to me when he was younger. ;o)

This is a good letter, and I'm so glad you didn't blame the cashier.
Working for a large retail corporation, it is east to become--shall we
say--brainwashed? If Barnes and Noble is anything like my company,
they constantly drill you over and over and over to make sure you tell
everyone about the store credit card/membership. My store goes as far
as to have "secret shoppers" who come in, and if you're caught
checking them out without telling them about a promotion, you can
receive at least verbal corrective action. With these kinds of things
hanging over your head, it's very easy to become a corporate robot.
It's good you blame the company policy rather than the idividual
person.

I applaud your understanding of the clerk's predicament! Most people
would have choosen to see the clerk as part of a big, faceless
machine. You admit here that he was simply doing what he had been
told to do, and address your suggestion to the company, which is who
really needs to address it.

I think there's an excellent chance that the company will respond to
this letter, and if they don't, it won't be because you didn't
approach them professionaly. Kudos to you!!

Barbara, you wrote a very good letter and it's nice of you to want to
apologize the the cashier.

I've dealt with customers who have kids acting up and I try to get the
transactin done as fast as possible because I can see the parents
starting to get upset.

Maybe the cashier was under the gun as far as offering the
membership.

One more thing----I had a customer that was rude to me one day. She
came in a few days later for a copy job. I happened to be working that
day and she apologized up one side and down the other. Now she's one
of my favorite customers!

It'll make that cashiers' day if you seek him out.

I'm not going to comment on your specific situstion because I dont
think it matters that your child was acting up. Whatever the reason it
was obvious you were in a hurry and there was a line.

I totally agree with you that from a consumers perspective it would be
great if retail workers could "size up" a situation and pick and
choose when to sell people.

From a business stand point its kinda tough. I mean what constitutes a
line? How many people? And what constitutes a distraction?

Also you have to remember that these sales people might be required to
sell a certain # of memberships a day in which case they cant stop
asking until they get a yes or they run the risk of losing their
jobs.

I do think its a great that you wrote this as a suggestion. I hope the
corporate office comes up with a solution because I'll be honest I
dont have one.

I so want to agree with you on this one. I really do.

However, there was a simple solution to your problem. When the clerk
tried to up-sell, say a simple "No thank you. I'd just like to
complete my transaction and leave." I see from your letter that you
did just this.

You see, while we'd hope that everyone in the world would take the
time to size up a situation (even one that is, quite litererally,
screming in their face), we can't just expect this to happen.

Some people are new to their job and don't want to rock the boat by
not up-selling. Others aren't real good at judging situations and
making their own decisions. Some people don't like kids and see no
need to customize their lives around how well (or not) you control
your own child.

On this last point, I have a feeling that the swarms of child-haters
here on PF will comment and pick on you child, on your parenting, and
how a child in the throes of a tantrum does not belong in a book
store.

And while I know, right now, I won't agree with their tone, there are
a few things I would agree with. First, let me say that I have a
child who tends to throw a tantrum at Barnes & Noble. Mainly because
he doesn't like to leave the children's book area where they have a
stage, train set, and other things. So, I know what it's like to have
to pay with a screaming kid.

However... I (like you) make it my job to get out as efficiently as
possible. In some cases, this means making the decision not to
purchase. Birthday or no, if my child is being disruptive, it's my
job as a parent to not ruin everyone else's day. On the flip side, I
do not "give in" to my child. He is of the age where I simply remove
him from the store, calm him down, and only then do I return to
complete my transaction. As a parent, know that time has a whole
different meaning. I need to pay, right now, is not the only option,
you know?

In the end, my point is that you don't need to blame anyone else for a
situation like this. You do, as you did, and notify the clerk that
you are not interested. Or, if your child is being disuptive, you
leave the store and return when you child is feeling better.

Now, you do make a slightly different point at the end, which is that
clerks need to be efficient, no matter what, especially when there is
a long line. Again, some clerks don't have the smarts, sense, or
caring to vary what they do based on external factors. However, from
what you've written, I really don't see any extraordinary delay.

But what exactly is "the OP"? I see it refered to in many letters, but
I don't know what it stands for...

It's a shorthand way of saying "the lady/guy who started this
thread".

Here on PlanetFeedback(PF), OP means the person who wrote the original
letter.