Grandma has a good memory (and sense of humor!)

A long time ago, I lived on a little island called Maui. I'd lived there a while and I missed things from home. Some foods and other things available in stores on the mainland that weren't in Hawaii. There were weird things to get used to, such as, being able to order Spam and rice at McDonald's with your Big Breakfast. WEIRD!

I'd gotten a bit homesick - it was worse around the holidays. I missed the Christmas Eve parties with family and the snack food I loved.

One Christmas, I'd gotten  box from my grandmother. I opened the wrapping and it was a Cracker Barrel box. I just KNEW it would have crackers, cheese and sausage! I couldn't wait! My mouth was watering as I opened the box.

I felt like Ralphie opening the bunny suit - inside the box was a Christmas tree. Don't get me wrong! It was beautiful, but it wasn't crackers and cheese. 

I told G'ma later about my disappointment. Since then at Christmas, I get a pretty good supply of sausage, crackers and cheese! I must have been REAL good this year, I also got a jar of spicy mustard and a spreader! WOOO HOOO!

THANK YOU, GRANDMA!

Do you know who your customers are?

I don't!

I find myself treating them all the same. If they look like they can take a bit of teasing, I do it. I learned a long time ago working in a small town hardware store, that most people like the person that's helping them to show a little personality, talk and joke around. Of course, there are the few customers that are there for what they need and nothing extra. I admit to being that customer many times myself.

Today, I was extremely busy. More so than I usually complain about. Normally, when I am that busy, my sense of humor goes and hides under a desk where it's safe, but today I felt feisty.

I was finishing a transaction with one customer and we're chatting while the computer communicates with the satellite and that info bounces off whatever it bounces off and then finally comes home, then we wait for the receipt to print. While this is all taking place, Customer #2 followed by 3 other people move in behind Customer #1. Neither of these customers know about Customer #3 who dropped off things and was walking around the store waiting for me to finish.

Customer #2 says loudly, "Hi, Chris! I need some copies!"
This shocked me because I am obviously not finished with Customer #1, so I look at Customer #2 and say, "I'll be right with you as soon as I finish with this customer." I get a smile and nod, Customer #2 turns to the pack and continues talking. Every member of the pack is wearing a ball cap with a specific company logo on it, so I figured out they were all together.

Customer #1 and I exchange some raised eyebrow expressions and a giggle.

Finally, I give Customer #2 my attention, after I work on some of Customer #3's papers.

Okay, back to Customer #2 - "What can I do for you?"
blah blah blah - needs 50 copies stapled - yeah, okay, "these originals look like they've been under the seat in your car. Do you want me to try to make them look better or are you okay with this?"

I get a shocked look and she turns to her group and says, "why do I always get a hard time in Fort Smith?" She then tells me she's going to email a file and needs prints of that.

I kid around with her some more and she says, "why am I getting such a hard time?"

"I don't treat all my customers this way, only those that like it."
"How do you know I like it?"
"You're laughing and you haven't asked for my manager or the phone number for the corporate office."
That got a laugh and instantly we're good friends.

I read the email that has the file I need to print ...

The signature is
Person's Name
Director of Area Operations

I laughed to myself and went to make more small talk while the copies were running. She asks if I know anyone looking for a job. I let her know that I'll send people her way if they ask. She turns to the pack and sends them away, turns back to me and says, "How do I get you to work for me?"

Not gonna happen - but getting the offer was kinda cool!
Lower pay, terrible hours and I really am not interested in working for that company. 

I Do Love What I Do ...

I post a lot of "humorous" things that happen to me at work involving customers and misunderstandings on my Facebook page. I realize that sometimes my posts come across as negative or even make it seem as if I am always frustrated with my job.

That's not true - far from it.

I don't post the things that thrill me or interest me enough to research them later or that I keep a little notebook of things that I witness or see that I don't want to forget.

I don't post about the customers I have that are elderly and come in with a bunch of old picture frames full of family photos that they want to copy for their family members. I don't post about their apprehension when I ask that they leave them with me and practically beg them to trust me - I will treat them as if they belonged in my own family. I don't post that they are nearly in tears when they pick them up and didn't expect the outcome to be as good as it is.

I don't post about the long conversations I get to have with people who may have lived or visited places I have lived or visited, the ones that ask me about my ring that is imprinted with "Kawika". I don't post that I get to speak about my beliefs and how God has touched my life, my orange bracelet and ring signifying Leukemia Awareness, how happy I am to be living closer now to my family even though I miss friends in Kansas City every single day and I get to talk about soccer and my son to whoever will listen!

I don't post the experience of helping a family that has lost a loved one and are tearfully trying to piece together a memorial handout for a funeral. Trying to understand what they want through their tearful explanation of something they really have no experience with, again, me begging a family to trust me in giving them what I know they need. I feather the edges of their photos and arrange it all in such a way that they hadn't been able to visualize through their heartache. I choose typestyles they may not have even known about. Again, I treat these customers as if they were my family and I am helping in the small way that I can to make this difficult time for them just a bit easier.

I don't post about a young business owner that has no experience with computer design and sends me a REALLY rough draft of a gift certificate they need for some customers. I make edits for them in order to make their idea reality and look professional.

I don't post about how much fun I really do have joking around with my customers.

I love making them laugh, I love kidding around with them, I love telling them that bags are free with purchase when they refuse one.

One of my favorite things to throw out when asked, "How long will it take and how much will it cost?"

My reply many times is, "well, that depends on how busy I am and what kind of mood I'm in!"
Most responses are a laugh and "I sure hope you're in a good mood!"

It's so easy to tell when a customer simply doesn't want to try to figure things out like our "Self Serve Fax Machine" with instructions taped to it and when a customer is simply stressed out about their utility being cut off and they need to fax a receipt but can't think straight.

My days are filled with one of my favorite past-times; Observing people and trying to make their day better.

I'm not ashamed to admit that I've had a few letters and phone calls sent to the president's office of Staples (along with the complaint to store management when I refuse to copy something copy written) - so please understand that my "griping" on my Facebook page only represents a very small percentage of my customer service experiences.

Some are so outrageous, it's hard to keep them to myself! I know you all love the laugh and try to make sure you're nice to the next person trying to help you in a store!

That Was Easy!

So many times a day, After I've handed a customer their receipt, I hear, "that was easy!"

I stare at the customer who is proud of himself for being so witty. I admit, It's fun to find the perfect situation and toss out the catchphrase. I'm learning to giggle along and keep in mind that I only have to seem amused for a few more seconds ... until the next time a customer feels like expressing how easy it was.