Home » Archives » 08. December 2006
’tis the season for some rotten apples.
December 8, 2006
in my other blog site, i have been very generous with my praise for the state of customer service here in the US. i have great admiration for this country's customer service people, with their ready smile and their sincere desire to help their customers. but among the freshest of apples, there are a few rotten ones that need to be thrown out. the first rotten apple of the season belongs to the wal-mart basket.
her name was jamie. she was white, in her 50s and sported a permanent scowl on her face. the hub and i were looking at a lamp and we wanted to ask if they still had one more in stock. so he went to the nearest wal-mart salesperson.
"hi. i was wondering if you could help us with that lamp over there?"
"do i look like somebody who could climb those shelves?"
"i wasn't asking you to climb or reach for those top shelves. i just wanted to ask a question…"
and i didn't wait to hear the rest of the hub's story. i was fuming mad. and all that time, looking at both of them from a distance, i thought they were having a pleasant conversation. it turned out that the hub was just trying to rein his patience in as he wrapped up the exchange.
i went to the jewelry counter and asked to speak to a manager. when a concerned male manager came and asked me what the problem was, i calmly and slowly explained to him what happened. i told him, "we don't appreciate being talked to that way. if she had a bad day, if something pissed her off beforehand, it's not our problem." my voice was shaking as i tried to remain composed.
"yes, ma'am. i can tell you're upset. and i appreciate you telling us about this. i will talk to jamie. in the meantime, why don't i help you with that lamp?"
in the end we didn't buy the lamp, or lamps for that matter. my jovial mood was ruined. so much for salespeople being all nice during the holiday season.
but there was a certain amount of smug satisfaction when, just before we left, we saw jamie being led to the office for some talking-to by the manager. if i was really in a combative mood, i would have done away with the manager and just went up to her and said, "a few minutes ago, you asked my husband if you looked like somebody who could [or would, i think you meant to say, jaaay-mee] climb those shelves. well let me tell you what you look like to me. you look like somebody who works for wal-mart and who is supposed to help customers like me. or at the very least, not be the bitch that you are."
she was lucky i didn't pull out the "is it because we're not white" card on her. that would have put her in serious trouble. oh jamie, dear jamie, be grateful i still had some christmas spirit left in me after you axed off big chunks of it.


