Tuesday, April 3, 2012

Where have the manners gone?

Recently, I was at the grocery store and was unable to locate their preferred “savings” card.  I only had a few items, and asked the clerk if she’d mind using her number for this transaction.  She brusquely replied that it is impossible for her to do that.  I had actually been in the store 2 weeks prior, and another clerk used her number with a smile and a “no problem” attitude.  Now I was in a situation here- do I call her out on the lie?  Do I just buck up and not get the savings since I was one who misplaced my card?

The incident made me wonder what has been happening to professionalism & good manners lately.  A colleague of mine gave a workshop last month, and he was dissatisfied with his performance.  Now, his quality was still incredibly high, but not to his standards, so he graciously offered the company a refund, in the hopes that good relations be maintained.  Yet, to my astonishment, the decision maker took him to task by verbally, rudely, and angrily bashing him, his company, and his skill level before collecting any facts-an unwarranted emotional outburst.  The lack of professionalism & disrespect he received was unacceptable in my book.

So, let’s all take a deep breath, look our customer in the eye, and smile.  Yes, the smile can even be heard over the phone.  I’m certainly not suggesting that a firm answer & even sometimes a stern tone isn’t warranted.  I’m not even suggesting that the customer is always right. However, let’s get our point across while maintaining a modicum of civility & decency.  Bashing someone only reflects poorly on the one doing it. 

No comments:

Post a Comment