By Christopher Gabriel, CGabriel.com
Part 2 of The Christmas Spirit and Customer Service.  Part 1 was published December 8, 2007

I look forward to the month of December and Christmas more than any other time of the year.  The  music, the decorations, the meaning of the holiday, the snow - so much good cheer in the air.  So much kindness.  And yet . . .

The Grinch lurks.

In this case, I’m once again speaking of The Customer Service Grinch in Your Favorite Store.  And you never need to look very far to find him.  Or her.

These Customer Service Grinch – or would they be Grinches . . . or Grinchleys - come in many different models.  Men, women, short, tall, slim, chunky, young and old.  The only prerequisite for being a Customer Service Grinch is maintaining strict adherence to one basic rule:  No kindness.  Period.

All the stores, whether they’re behemoths like Macy’s and Wal-Mart or smaller chains like the Gap and Old Navy, seem to have a Grinch Clause in their store’s bylaws.  I’ve often wondered if each store has all their employees gather at an undisclosed location so the big bosses can roll out their holiday bonus plan:  Structured financial and merchandise incentives to the individuals who offer up the fewest smiles while conveying this time-honored, non-verbal message to the customer:  “Consider yourself damn fortunate if I even decide to glance in your direction because actually helping you?  Well, that just isn’t happening.” 

Just about anywhere you turn during the holidays you’re greeted – well, often times you’re not greeted at all – by someone who offers you warmth just a notch above disdain.

At the end of the day it’s really very simple: If you don’t like your job, find another one. 

If the volume of shoppers, many of them out with their children which presents a whole different set of challenges, is simply too much for your emotional center to handle, spare all of us your glare, your stare and your overall indifference to the concept of a smile.  And I’m not being greedy here.  I’m not requesting a smile and a pleasant greeting.  That’s just ridiculous.

And to be fair, many of us aren’t exactly the ideal customer.  The mere mention of the word “shopping” causes some to break into a cold sweat.  And then seeing The Clerk Who Stole Christmas – with the Grinch-approved black cloud hanging just inches over his/her head to go along with the pursed lips and furrowed brow – the potential for trouble is heightened exponentially.

Of last year’s gift basket of grimaces, frowns and outright rudeness, the worst was The Woman Who Couldn’t Be Bothered at JCPenney. 

We dared to bring several pairs of socks and underwear to a lady working in the store’s jewelry department since no one was at the clothing register.  Out of no where, our daughters went into simultaneous meltdowns so we needed to pay and leave.  Quickly.  Not only wouldn’t Mrs. Delightful ring us up, she refused to make even the slightest bit of eye contact while saying loudly, “Who’s next?”  We were the only customers within 30 feet of her register.  I said to her being as polite as possible, “I think I’m next.  I just want to pay for these before my daughters go completely nuts.”  Continuing to avoid eye contact she mumbled “we don’t take underwear in jewelry.”  She then walked away without saying another word.  And so we walked away, leaving our items on her jewelry counter. 

Thinking back on that night I still can’t grasp that woman’s thought process.  She didn’t want to be bothered so being pleasant, much less making a sale for the store, made no difference to her.  A customer could have collapsed on the floor in front of her and she wouldn’t have raised an eyebrow.

This year’s Return of the Grinch winners are a pair of wonderful young girls working at a Caribou Coffee at the Mall of America here in suburban Minneapolis.

And let’s be clear, this is a story that has played out for most everyone at one time or another so employees like these gals, I’ll call them Frickette and Frackette, deserve their due.

Upon entering, it was impossible not to notice both of them laughing and carrying on in a way that filled the place with good cheer.  A bit stressed, I immediately relaxed.  Nothing like coming into a fun, pleasant environment.  The second – the absolute second – I got to the counter, Frickette turned to me with a grimace on her face that bordered on anger.  The smile, so effervescent a moment ago, was now a distant memory.  This gal wanted nothing to do with actual customers. 

Leaning on the register, head tilted down, she said “. . . Yeah?”  I ordered a hot cider and a cup of coffee.  She worked up the effort to say how much it was and added “. . . . . . .your drinks will be down at the end.”  And so I went to the end.  And stood.  Waiting.  Frackette made my steamed hot cider and handed it to me, fully expecting I’d be on my way and out of her sight.  

Here’s where my heart started racing. 

I was still waiting for my other drink, the small cup of coffee.  Great.  I would now have to alert her to this oversight but before I could say a word, Frackette looked at me and said “What?  There’s your cider.” 

It never dawned on her that perhaps I was still standing there because I had . . . a second beverage.  When I told her I was waiting for my coffee, she shouted down to Frickette “HEY, he’s got a small coffee.”  Standing right next to the coffee machine, Frickette did nothing.  She just stood there, motionless, looking back at Frackette as if to say “you get it, I’m busy standing here doing nothing.”

What in the world was I thinking, daring to request both beverages I purchased?

Your 2008 Return of the Grinch Winners, in a landslide.

While there are many who go out of their way to give great service in stores, there are still too many bent on doing little more in their customer service jobs than sharing and spreading their own indifference to kindness while reminding us if we’re really fortunate, they’ll be downright nasty for no additional charge. 

Never fear this time of year, it’s a cinch there’s a Grinch only too happy to serve you.

grinch image, courtesy media.modbee.com

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