There is another thread here on poor customer service. It appears that perhaps we are now asking too much of employees to simply do their jobs.

Did you say anything to tell them you wanted attention?

We used to have a ward clerk, when I worked in the hospital, who would ignore patients and family members. She used to sit at her desk behind the nurses' station with earplugs in listening to music and would crochet. People would stand there in front of her and she wouldn't look up at them. She wouldn't answer the phone. So, the rest of us, as busy as we were would have to walk over and help them. We all complained and of course, the VA just moved her to a differnt department. Probably gave her a raise too.

Sometimes I just like to see what will happen, but only when it isn’t urgent. I stopped in a local fast food, new one to me, for a shake. A person was at the counter picking up her order, I saw three people behind the counter. I stood behind the customer, just to one side of her. After she left, walking right past me, I stepped closer. Two employees moved to the back, the third was doing something, I figured she needed to close out the previous person in some way, so I waited. Then she moved to the back. From the front I could clearly see four employees sitting in the back office, chatting, sipping sodas, and one playing on the phone. I figured, I guess I don’t need a shake that much. I haven’t been back and won’t.

When I worked jobs like that, mainly hospitality and recreation, I was, and I’m not boasting just stating a fact, excellent at customer service. Always anticipate the needs of your customer, and never leave them wondering what they are supposed to do next.

I was reading a book by an American living in France, and she noted that when you walk onto a shop or business, you always say ”hello” to the first employee you see. She called it

acknowledging each other’s humanity”. I thought that was huge. I always do that whenever possible. (That day at Shake Shack, I was just feeling punky.)

It sounds like there’s a need for better managers.

Yeah, I've experienced that but I never sit and wait patiently if it's clearly chit-chat and not necessary work. I'm up in their face after about ten seconds with a loud EXCUSE ME which always seems to get their attention. Fortunately I've switched to A'zon pharmacy so no more waiting at the pharmacy counter.

I use the A'z pharmacy as well but have been getting my diabetes supplies at the local pharmacy. I will likely switch those to A'z at my next prescription.

>> Did you say anything to tell them you wanted attention?

Floraluk, she was standing at the pickup window. Isn't that enough clue that she needs attention?

Slightly off topic , but perhaps relevant: I recently returned from a month in France (the most recent of many visits there- it’s my favorite destination), and was again impressed with the lovely custom of saying “Bonjour” with eye contact to begin every encounter, even (for example) greeting the other occupants of an elevator. So civilized! I read a description of this custom as being the acknowledgment that the other person is your equal. And of course, one also says “thank you” and “goodbye” when leaving an establishment.
If we had this custom, the people working there would have been raised to acknowledge all customers.

I am lucky to habe the best pharmacy in the center of my small suburban neighborhood. i enjoy going in there because they know my name and are polite to everyone. Sometimes things get backed up but its not because they arent trying.

In your case I might have said Yoo Hoo! So funny that you went and got a chair.

Finally I got a folding chair from the area where they give vaccinations, went back to the pickup area, and made myself comfortable.

That’s awesome.

I have patience for about 30 seconds of finishing up a thought without acknowledging me.

I don't understand how people can have those jobs and not want to serve customers. I worked in a clothing store when I was young. I was the only employee who approached and talked to the customers. The others all stood around folding clothes. For me, talking to the customers was the only part of the job that wasn't incredibly boring.

Funny how customer service often declines when more employees are present.

Were they young folks?

Also wondering - did you not say anything at all?

I would've said something - loud enough to be heard - it's usually 'hi', or 'hello', and 'I need ___'.

It's a bad look when employees are chatting/laughing amongst themselves while a customer waits to be served. At least one of those employees needed to be scanning the counter/window area for potential customers.

I once needed some help finding shallots in the WF produce section. I found two produce employees who were involved in a discussion. I asked where I might find the shallots. One waved her arm in the general direction of "over there" and went back to her conversation. I don't remember if I ever found the shallots, but when I got home I did make a call to the produce manager and described my experience. He apologized profusely and comped me a deluxe container of cut-up fruit in the store.

It wasn't like needing a prescription for a medication, but careless service is a very bad look.

One thing I've learned is that people who hate their jobs(for whatever reason) tend to do them badly.

When we built an addition onto our house, I was shopping for lighting for it. I visited a few stores to see what was available. One place I went into, the person behind the counter, who I presumed was the owner, was having a clearly personal conversation on the phone- what was he doing for the weekend, fishing stories etc- while I spent upwards of ten minutes wandering the (very open) shelves near the counter, looking at various light fixtures etc, looking at the owner, looking at light fixtures, looking at the owner- you get it.

I left and then went and spent several hundred dollars at the store owned by the very nice, helpful lady who cheerfully listened to my requirements and offered a range of options and advice. We've also gone back to her store when we needed other things.

Our pharmacy is THE WORST for this. There are plenty of people bustling around but no one has time to help anyone. I also avoid our local post office for the same reason. There are often two people at the work stations at the 'customer window' but only one helps the people in line. Pharmacies and Post offices seem ripe with people who have complicated asks. Those two places also have no incentive to rush people through. They have no competition really. I am as that pharmacy because they have my prescription I can usually SEE it while I wait. I don't think there is ever a reason a customer should wait while employees chat. I don't care how short it is. I also don't think check out people need to engage customers in conversation. Just do your job--there are people waiting!!

This afternoon I was at the grocery store and this very subject of customer service came up. I was checking out and the checker and bagger were new, young guys, high school probably, surely just there for the summer and because it’s a holiday weekend, but very nice and fresh from training. I realized I forgot something, finished and paid, joked that ”I’ll see you again soon, like in a few minutes.” When I came back the checker was there but the bagger wasn’t, he hopped over right away. The checker said ”hey, where were you?” ”I had to go to the next line, had to see to a customer’s needs”. We all laughed, it’s gotta be a line from training. My store is known for their customer service; like I told them, it’s on their bags! (or at least it used to be) It is in fact one reason I go there. I love stores with good service.

As much as I LOVE Trader Joe's and the level of customer service there, I often shop in the evenings when there is a lot of stocking happening and fewer customers. I've noticed many times the employees standing in front of cases chatting each other up, often blocking the products customers are trying to get to. If you say "Excuse me" to get behind them, they are very accommodating, but seem to be oblivious to the fact that someone is trying to get closer to the cases. And it doesn't break up their conversation (not work related), they just move away from the case a bit and continure visiting. I think because it's a lot of young people working there, there's a bit of flirting and friend making happening and they are distracted by it all. On the other hand, employees on the floor will often ask if they can help me find something, when I'm just perusing the cases.

Colleeenoz, your shopping story reminded me of this

Customer service!

did you not say anything at all?

The getting and settling into the chair was a fairly explicit commentary. It worked, too, I think because it was so visible to other customers.

Floraluk, she was standing at the pickup window. Isn't that enough clue that she needs attention?

One would have hoped so.

When my parents retired to Florida late 1970's they were part of a generation that did not want self serve. My Dad walked into a mens ware shop to buy a new wardrobe only to find employees too busy chatting to even greet him. He loudly asked " Do you know who I am?" As they stared dumbfounded at him he said " *I* am a customer!". The owner came running out from the back room to help..........

I have stood at the "wait here" sign, only to have someone say what are you waiting on?

I think they're just rude no matter what. Maybe I should have walked on up to their window, but I thought I was waiting until they called me.

No answer is right. I feel like they're going to do whatever they're going to do. 🤷🏼‍♀️

For those checking drug prices (as I encourage), this is another good site.

https://www.markcubancostplusdrugcompany.com/

When using insurance, may want to ask "What is no insurance, the cash price?" Too often, I've found it to be less than the co-pay - with insurance.

I disagree with arcy_gw "I also don't think check out people need to engage customers in conversation. Just do your job--there are people waiting!!"

My cousin used to work as a grocery cashier. He was very personable and, at the time, a young, cute gay guy. The elderly ladies who shopped there LOVED him and would queue up at his register when there was no line at the others. He always had a nice word for everybody. Sometimes people are a little lonely and really appreciate a bit of human interaction, even from a friendly cashier.

even (for example) greeting the other occupants of an elevator. So civilized!

and

If we had this custom, the people working there would have been raised to acknowledge all customers

Greeting a stranger is more common than not by those raised and/or living in the South. People hold doors open too, often adding "have a nice day" or "enjoy your day." Most people respond with a thank you.

I am not a patient waiter when it comes to the OP's scenario.

Somewhat related to the topic, in Japan some stores have shopping baskets in different colors to represent ”I do not need assistance” or ”I would like assistance” for locating items or advice about the products. That’s a clever solution, they can focus on the customer that wants help, and the other customer shops in peace.

Hh, they have that at Sephora, too.

This is all reminding me of the experience I just had with my dad in the hospital. He had to spend his first night in the ER (almost two full days) and obviously the ER is not meant for long term stays, but it’s been happening all over. I needed help to raise the head of his bed. Earlier I had tried to use the call button for something else and no one had shown up. So this time I just walked about 12’ to the nurses station and stood there waiting for 3 nurses to finish their conversation. When one finally glanced at me, I asked if someone might be able to help adjust the bed. When she came to the room with me, she scolded me for ”lingering in the hallway” and not using the call button. This was after I had had to go to the kitchen to get my dad’s lunch because his assigned nurse told me she was ”too busy”. I guess if my dad had been there alone, he would’ve been out of luck.

Sueb,

Clearly I’m not a make-up person. 😆

I’m sorry about your Dad. That ER story is just terrible. Thank goodness you could be there and be his advocate.

This was after I had had to go to the kitchen to get my dad’s lunch because his assigned nurse told me she was ”too busy”.

That is terrible. A badly managed hospital imho if they use nurses to go get and bring meals to patients (instead of unlicensed and less expensive assistants) because nursing is often understaffed.

I wonder if this is a manifestation of a shortage of *help*. If management will literally 'take any body', this is the result. There's no way a business would want to employ these duds. Maybe it's a problem with management unable or unwilling to *manage* employees.

There is such a contrast between two grocery stores I frequent. In one national chain, you have to search for assistance, and nobody seems to like their job. In a smaller group chain there is always someone a few yards away, replenishing stock or such, who will approach you to ask if you need help. The latter store also asks for feedback -- and heeds it.

My DM taught me to treat every person with respect. In France, you recognize anyone with, "Bonjour". In Hawaii, it's "Aloha". Aloha means, "I see you as a fellow human, worthy of respect for that alone."

Re hospitals: I have seen this recently as a relative was in the hospital and I spent time with them there for several days. Hospitals are definitely somewhat understaffed here, at least the one said relative was in. It was fine while he was in a critical care unit, but once transferred to a floor, I observed the shortage. This is a teaching hospital with level three trauma service, so people are flown in from nearby cities/states. I'm sure that has something to do with it.

As far as the pharmacy wait, I rarely deal with that. Perhaps a perk of being in a small town? Our pharmacy has drive through service, which I most often use. TBH, we don't use a pharmacy often as we have one prescription between the two of us (allergy). We did experience something like this just yesterday in a restaurant. We waited to be seated as people were piling up in the foyer. There was no hostess on duty and the head cook had badly burned himself and was out. To add to that, a couple of waitresses had not shown up for work. I have noticed this quite often here and as we travel. It seems like many do not want to work?! So many places are short-staffed. We were lucky yesterday as the manager played hostess and we got our food fairly quickly.

If I were in a position where I had to wait while someone was chatting, I would probably approach them and politely ask to be helped. I have done it before LOL.

That’s pretty awful, lucillle.

I would not be so polite these days. Some ideas for prompt service:

Pull out your camera phone, point it at them…. (You don’t have to engage the photo or the record mode).

I like to carry a large bag, with one of these inside.

A single burst should do it ( keep the horn inside the bag, out of sight).

popped balloons also work. But first I would ask for help.

When my father was ill many years ago, I used a CVS in a small fancy town. A pharmacist (name rhymed with F***) told me that I should carry my insurance’s Formulary with me, as he was not able to tell me whether a medication would be covered. Imagine. He was grouchy and walked off. I thought about offering to buy him a stiff drink as he seemed to be off his schedule.

We use a walk-in competitor of CVS and Am*zon. The pharmacy staff is always professional, attentive, informed and organized. Alert as well.

Very fast turn around times whether a call-in auto refill, a phone call or in person.

I’d report those lousy employees lucillle encountered. They have the potential to be harmful or dangerous. They can find other “jobs.”

Not serious about using an air horn.

Like Lucille, I am irritated when employees engage in an extended chat session while a customer waits in their line of sight. Having said that, I just finished reading Help Wanted by Adelle Waldman, a novel about the working poor set in what appeared to be a fictionalized Target. It arose from the author's experience working in a big box store for six months after the publication of her first novel. I found it grim beyond belief. Maybe it was just my mood. I don't think it will make me less impatient if ignored at a big box store, but their working lives as portrayed were not enviable.

As for sue's hospital experience, I'm speechless, especially at the scolding.