A while ago I was talking with some people about their customer
service experiences. A lady commented to me on what amazing service she
received from a cashier at Target. She explained:
The customer ahead of me was grouchy
and really giving the cashier a hard time. It seemed he was having a
bad day and taking it out on the cashier. I felt so bad for her. Then
after he was done, the cashier turned and greeted me with the nicest
smile. She was warm, welcoming and friendly. She chatted with my
daughters like they were her own. What really amazed me was how she
refused to let her experience with the grouchy customer spill over onto
me. However bad she might have felt from that, she didn’t let it affect
how she treat me. I was thrilled!
This employee faced a common situation. Someone was treating her
poorly. It happens to employees every day in every city. No surprises
there. But what is surprising is how she handled it. She took the
situation, put it in a box and tossed it aside. She refused to let that
event affect how she treated others.
She made a choice to treat her customers well no matter what was happening to her at the time.
This should not be a surprising thing. This shouldn’t be something
worthy of an article. But it is because too often people make a
different choice. Too often we choose to treat others based on how
we’re feeling at the moment. We externalize our feeling at dump them on
I know because I’ve done it .
There is no single reason why we do this. And there is no single
solution to preventing it. But there are some things we can do to help.
One is to always put your customer first. Focus on helping them rather
than expressing your emotions.
Two, make a commitment to treating everyone well no matter what.
Then just do it. Do it every time. This helps you build a habit.
Three, remember, helping others feels good. Even if the “helping” is
simply treating them well. Research has shown helping others can reduce
stress and help us feel better.
Above all, remember, no matter what happens to you, you always have
a choice in how you treat your customers. Like the cashier at Target,
you can always choose to be amazing.