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Just Stop Talking!

So much time, energy and resources goes into developing customer service programs that teach people what they should say.  I’d recommend that if you’re really trying to protect your brand, spend your time teaching those people on the frontline what NOT to say.

Tonight, Tom and I were at a Martin’s grocery store (just saying it wasn’t Publix to all our Publix friends).  We were in line behind two other carts piled high.  When we finally got to the part where the grocery store takes our money, the young lady bagging groceries in the next line said, “I wish all these people would just go home!” She said it loud enough for all of her co-workers and all the customers to hear her. 

At first, I wanted to just ignore it.  However, when I thought more about how we’d just spent $4o to be insulted, I asked the guy ringing us up if he heard it.  And, he had.  So, I did ask to speak to a manager. But, you know, that didn’t really make me feel better because I’m just getting sick of this type of service.

So, if you’re out there and you interface with customers or you train those that do, please teach these folks to “just stop talking” if they’re going to insult the people who make it possible for them to have their jobs.

><(("> Melissa Laughon

Melissa is a ><(("> Team Member at Catch Your Limit, a management consulting firm with offices in Tallahassee, Florida and Richmond, Virginia. To learn more, visit www.catchyourlimit.com.


Posted in Miscellaneous.


2 Comments

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  1. Jon Grauer says

    This article just reminded me of an incident where “Just Stop Talking” would have been a huge benefit. I was in line at the grocery store, minding my own business, and I guess the woman in front of me wanted her food bagged a certain way. This, to me, was not a big deal. She (the customer) wanter the ground beef rapped in a bag before it was put in with the rest of the food. She paid and it was my turn. As I approached the cashier she and the bagger, who was also female, were carrying on so much about what a pain the woman was that they never said hello. At first I was not going to make a big deal about it but it got me thinking about what they may say about me. I even thought, “What is I knew that woman?”, I surely would say something then. When I was done paying I calmly went over and said something to the manager.

    I think people get too complacent with bad customer service or are too “nice” to say anything. When it comes down to it we will not see an improvement in customer service unless managers are informed that they have an issue.

  2. Melissa Laughon says

    Thanks for your story. I think you’re exactly right. Right on. Amen. Thank you for reading. Thank you for being you.



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