Who’s The Boss?
A recent morning’s example is typical of what’s happening in the country.
The hotel dinning room opens at 6:00 AM, or so says the front desk. What a surprise, no one in the dinning room; clanking coming from the kitchen. If I was truly in a hurry I would have wandered into the kitchen and shouted out, “is anyone awake?” But rather I found a booth, seated myself, and went to work on my laptop. After ten minutes I would have come to a slow boil (no morning coffee = grumpy), but I realized there was free coffee in the lobby, so I fetched a cup and was content until 6:15 when the lady showed up with an “I had some prep to do.” Being an old fashioned boy, I presume the prep would be done BEFORE opening…which is why it’s called, “prep.” As I was in North Dakota when this happened, I was not shocked to receive a seemingly sincere apology from the lady. Had I been in California….
Later that day my wife witnessed the same waitress try to seat two different pairs of customers at the same table so she wouldn’t have to open another section farther from the kitchen…one of those pairs, obviously having private matters to discuss, huffed away. Lost business, lost revenue, a business just that much closer to closing its doors and throwing two dozen or more folks out of jobs.
To show that I’m not merely a grumpy old fart, I’m happy to report that the following morning, same time, I wandered into the same booth, waited only one minute and while sliding out of my booth to go to the lobby to fetch my own coffee, a very pleasant young lady hurried out of the kitchen and made me feel very welcome. She was not only efficient but when another old fart wandered in and with mouth gaping and turned so far down his false teeth were about to tumble out over his receding chin, ordered a dry bagel and immediately asked very nastily if they charged extra for a pad of butter and a dollop of jelly, then unsatisfied that he hadn’t ruined her morning, asked, “so I suppose you charge for the water?” To my utter surprise and satisfaction the young woman was pleasant no matter how much black paint he tried to pour in her bucket, killing him with kindness.
I later suggested to the restaurant manager that she get a raise.
What got me started on this particular rant?
I think America needs to get back to work, and to do it with the same attention to detail they did while I was growing up. And all they need to do is to recognize who’s the boss in a free enterprise society.
One of America’s most well run states is Utah. My wife and I drive the length of Utah at least once a year on our way from Spring-Summer-Fall residence in Montana to Winter in California. Utah takes care of business, maybe it’s the wonderful work ethic of the Mormons, but when you go into a gas station mini-market run by some Pakastani gentleman and his wife and four kids, to your great surprise you’ll find the restroom open and CLEAN. In California all restrooms in those establishments are strangely out of order. Pakistani = Out Of Order Restroom. Which is probably just as well as the 1 out of ten thousand that might be admitted to be in working order is filthy, and you’d be better off to climb in the half full dumpster out back of the place to do your business. But I digress….
On one of those recent drives south we stopped at a combination gas station mini-market, and in the market was one of those chain burger joints, or a small version thereof. I seldom waste the calories on fast food, but we were in a hurry, so I approached the counter, the single customer in the place. A young man, hefty in size, wandered out of the small kitchen area and approached the counter. His bill cap was not turned backward, to his credit, but was pulled so low over his eyes they couldn’t be seen, only half his nose, his pursed lips, and both his chins. Even though I was in a hurry, I decided to have a little fun. He approached the counter, eyes unseen, and took up a position across the counter from me, …and said absolutely nothing. No “hello,” no “welcome to WalMart,” no “may I help you,”…nothing. Sooooo, I said nothing. Having been a salesman most of my life (and a damn good one, I might add) I know the value of silence. Dead, penetrating, attention getting, eventually very irritating, silence. Finally, when I refused to break the silence, he began to fidget, and eventually–I guess he was afraid I was either voice impaired or was about to pull a gat and hold the place up–he raised his cap and stepped back, his gaze very suspicious. I managed to keep a straight face, even though I wanted to break out laughing, but rather I gave him as hard a look as I could muster.
Finally, he managed, “You want something?”
I couldn’t help myself, “No, I just came in to stare at you over the counter and see how long it would take to try and discover if I was a customer.”
That, as I might have suspected, was greeted with a, “Uh?”
So I ordered. And watched very carefully to make sure he didn’t do something obscene to the food. He did glance over his shoulder several times to make sure this obviously insane old man didn’t vault the counter and execute a rear attack.
And now, almost every time I dealt with a counter person, I notice how poorly trained most counter people (supposedly sales people) are in this free enterprise country of ours, and to decide to try and do my very small part to try and show them the error of their ways, and make them aware of who’s the boss in this great country of ours, and why that concept has made it the great country she’s become.
Let me suggest to you that success, no matter how small a success one might seem to you, is one of life’s greatest pleasures. It’s one of the things that makes getting up in the morning a pleasure rather than a chore, it’s a precursor to mental and physical health, it’s the essence of a happy existence.
So let’s investigate a few ways to accomplish that goal, and why we should.
Why should you, as a counter person or sales person, maybe making minimum wage, give a damn who the boss might be?
If you haven’t surmised the answer to that simple question as of yet, the customer is the boss. Please consider that all the money any business accumulates, or doesn’t, comes from the customer. It doesn’t matter if it’s a good or service your selling, the customer is the boss, and if the customer is unhappy, and no longer shows up to buy your good or service, there will be no more money; no more counter person, no more shift manager, no more general manager, no more vice president, no more company president, nor board of directors nor chairman of the board. And that sad process all begins with you and your relationship with the customer.
You are the foundation of your company, and other than the customer, the most important screw or bolt that holds the whole bridge together.
And it’s not only your company that depends upon you, but think of the suppliers who count on your company’s business, on the other employees who depend upon your company for their jobs…for those weekly or monthly checks that pay their rent or house payment and keep their kids in shoes and lunch money. And the landlord who owns the building or buildings your company rents…and the chain goes on and on and on.
So, don’t let them down, and more importantly, don’t let yourself down. Sure, you might find another job, not so easy as it once was, but they are still out there. But if your company fails, you’ve failed to a certain extent, and, trust me, you don’t want to get in the habit of failing. It’s bad for both your mental and physical health.
So what can you do to help insure your company’s health, and success?
Easy, remember that each and every customer is the boss. Is that any easy chore? Usually it is, however, many times it’s not. As I pointed out in the introduction to this book, some customers are tougher than others. Some are downright obnoxious, and those are the ones who’ll test your resolve to make sure your company is successful. You must approach every customer with an open mind, you must have no preconceived notions about that man or woman across the counter. Don’t judge. You don’t know, for instance, that he or she was not informed that morning that they had terminal cancer. Would you be less than bubbly under that circumstance? Her mother may have died that morning. Or even merely her cat or his dog. Or it may be merely that they’ve run out of money and this hamburger you’re selling may be the last meal they can afford until day after tomorrow when they get paid again.
Or they may be one of the very few human beings whose just a smartass or who believes that every glass is half empty rather than half full.
But you’ll never know which customer is which.
Your job, one you’ve chosen to take money to perform, is a trust. It’s a trust given to you by your employer, and he, and a lot of others, are depending upon you.
Prove yourself worthy.