I have said it before and I’ll say it again: I’m so, so glad I work at home now.
In my experience, managers are complete drooling idiots. They bend rules when it suits them, but not when it suits the customer. They demand timeliness, cleanliness, responsibility and loads of effort, but only pay minimum wage. I have had many, many jobs, and very rarely does a manager know what the hell they are doing.
I know people. I’m a people guy. The majority of managers I have dealt with aren’t. They are bosses, not people lovers. And that’s fine, until these morons have to deal with the public. They drop the ball every time.
Once I worked at an auto-parts store. A guy came in who had bought an alternator for his old Ranchero earlier that day, before I signed on for my shift. He hadn’t realized until he’d already junked his old one that the new (see: refurbished) units don’t come with any hardware. He literally had no nuts/bolts to attach his wires to.
The poor man was greasy, he was tired and hot (SoCal summers get to be 110º very easily), and he was frustrated beyond belief. Well, wouldn’t you be?
What did I do? I marched right back to the parts area, grabbed an alternator and yanked the hardware off of it. I then slipped them across the counter and told him to have a nice day.
The look on his face was priceless. Nobody is used to someone actually taking care of them: they are used to being given the runaround about store policy, how employees wish they could help further, how sorry they were they couldn’t do more. Not me. You need hardware, you get hardware. Didn’t hurt the place a bit.
Guy brought me back a six-pack of beer and said he was a customer for life.
That, friends and neighbors, is customer service. I didn’t steal, I didn’t bend the rules too badly, and I didn’t commit a cardinal sin. I helped a guy out who, in my eyes, was a total victim of penny-pinching moronic methods.
The management jumped all over me for that trick, and I mean pretty badly. Apparently, they weren’t really worried about customers being happy. In fact, I know they weren’t. In the end, it’s each man for himself no matter what kind of “teamwork” mentality they try to instill.