Make It Happen

How many people remember the concept of "customer first"? Recently I had an experience where this lesson was absolutely forgotten.

I had done my homework beforehand, and had gone to the retail outlet to make a multi-thousand-dollar purchase. There were three clerks on duty, and not another customer in sight. My question on delivery options could not be answered by anyone - so I asked whether a manager would be available to shed some light.

The clerk said absolutely, and then went to the back room for a minute, returning with the answer to my question - or so I thought: "The manager is on lunch - come back later".

I asked if it would be possible for the manager to answer my one question, and then I could proceed with the purchase. The clerk scurried into the back, returning again with a similar answer: "The manager is still on lunch - he doesn't know when he'll be finished. Come back later."

Putting aside the customer-last attitude, the manager's answers were unbelievable: the example being set for the floor clerks is unfortunate at best.

I left, telling the clerk that it was clear that the manager's lunch was more important than me, and that this wasn't appreciated.

Who bears the blame here - the manager? I would suggest that he was somewhat at fault. But who hired the manager? Who trained the manager? And who is monitoring the manager?

Randall Craig
www.RandallCraig.com