Yep, they are! And guess who?
It’s the front line person most of us meet when we make a transaction or ask for help in just about any business commerce today. I used to not let it bother me, but I’m getting very tired as of late. Here’s why…..
This weekend I took my family to a local State Park. It’s a beautiful park where the World Equestrian Games are being held later in the year. My wife and I usually purchase season passes but we haven’t had the time as of late. I have my niece visiting for the summer so we thought we would just wait until she came and renew then. Not thinking when we entered, I just paid for a day pass for each. When I went through the gate my wife asked me how much. I had to look at the tickets, and to our shock they were considerably high-priced. My wife asked…”Didn’t you get season passes?” I said “no,” I just didn’t feel like going through the rigmarole. She gave me that look that only your wife can give. I gave that look back that said, Please don’t make me go back…I don’t care….I don’t want the hassle. Well, I lost. That would be enough if that were the end….but wait…there’s more!
First time back I said to the girl, “I made a mistake, we should have purchased season passes can we fix this?”……She replied……”Ahhhh No. It’s too late, you can purchase them next time, Sorry.” (I’ll just remind you that I haven’t entered the park, but have only gone 5 feet past her desk before realizing the issue.) I start to fume, but I say I am not in the mood for this and head back to my wife where I tell her they said “No.” You guessed it, I’m immediately sent back to ask for a manager, which is exactly what I should have done in the first place, but I was worn.
When I get back to the desk, the original girl is waiting on another family, so I go to the desk directly aside of her and speak to a girl there and explain my dilemma. She replies, ” Sure, I can take care of that. It’ll take a minute because I need to get a different piece of paperwork to proceed.” This is all within earshot of the first girl. She never blinked, nor appeared to care. I was really taken back by the whole episode. Right there you could see why work ethics matter to both customers, and employees. Without them you wont have a business for long in this economy.
In the end, I was more mad at myself for allowing it to happen. When I accept poor service, I’m the root of the problem. Not the other way around.