Eating in front of customers!

Stephen B

Stephen B

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[size=14pt]Two recent experiences of staff eating/drinking in front of me as a customer.

1. Carbatec Melbourne, last Thursday morning [AEST]
Left waiting at counter for around 5 mins, whilst two service staff consume pies behind a shoulder height screen situated approx 1.5 metres behind counter. Apologies made and discount offered. My beef here is not that they were eating, but that Carbatec staff do not appear to have a staff/lunch room, and that I was kept waiting.

2. Trade desk, Bunnings, Port Melbourne last Friday week, staff member consuming Coffee whilst serving me.

Am I being unrealistic or even old fashioned here? To me these events are nearly as bad as sales staff talking/texting on their mobiles.
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Disclaimer: I work part time in a retail/trade hardware/timber environment in which any of these 'offences' will lead to disciplinary  discussions with senior management.
 
I do not have the issues with them drinking coffee.  I am almost never without a glass of ice tea within reach. 

Now keeping a customer waiting while you eat pie is inconsiderate.  They could have put the pie down for a few minutes while they assisted you and then finished the pie when they did not have a customer waiting.  Now there may be exceptions to this I would say they are rare and the customer should not be kept waiting under most circumstances just so they can eat.
 
oh the humanity!  if you go out into the world fully expecting that a certain percentage of people will indeed be rude, then you won't be so disappointed by their behavior, dwell on it for a week and then moan about it on some tool forum.  it doesn't excuse their behavior, but you could either be more gracious or vote with your feet and go to another establishment.  it is unrealistic to expect 100% great service as a customer especially in this day and age.
 
If you're left waiting, that's not good. But I couldn't care less if they were drinking coffee.
 
If someone was noshing a sandwich when I walked into a store and they put it down to server me .. fine. Ignore me and continue eating and I'm gone and never coming back.

Sure it could be a lousy boss that doesn't give a shop assistant proper break time - but regardless, not getting my business.

On the coffee ... don't drink it in front of me and not at least offer me one. That's just rudeness on so many levels. I'd probably say no thanks 99% of the time, but it's all about common courtesy. By all means leave it behind the counter and come and serve me ... but don't dink it in front of me!!
 
We bought my daughter a book called "Everyone poops". Maybe they should make a book called "Everyone eats" to help explain to you the necessity of food and drink.

There's just certain things that you need to loosen the belt over my friend. i agree the people that ignored you to eat lunch were wrong but honestly if it was the only time they had to eat then what are they supposed to do? If one of my clients came in while I was eating my lunch and tried to tell me to jump up and cater to them, or even more redicilous GIVE THEM MY FOOD OR COFFEE, we'd be having some really strong words about their expectations.

Yes I understand they are in retail and you expect them to give you a certain level of service. Honestly you sound kind of entitled to me.

TLdr: go to a different store and put yourself in someone else's shoes before you complain on a woodworking forum like a little kid.
 
The eating of food and drink doesn't really bother me. I find it's sort of happens with the trades in the UK. It's the chewing of gum when you get the open mouthed chomping and noise that I don't like.
 
I think the common issues I am hearing are:

1) being ignored by staff
2) being made to feel unimportant

Neither is acceptable. Yes, 'everybody poops' - but hopefully they don't do it in front of me!

My personal pet peeve is 'help' (and I use that term loosely) who are talking on the phone to their boyfriend/girlfriend while I stand there and wait. After listening to them prattle on in what is obviously a personal phone call (and equally obviously not an important one) and trying to get their attention to no avail, I've gone so far as to stand right in front of them and call the store number using my cell, then explain to the person who answered my phone call what was happening. i once had a store manager come RUNNING down to the counter and grab the phone away from the employee's ear and send them packing. Not sure exactly how that turned out for the employee...hopefully it was a 'teachable' moment.

I've also had people indicate to me that they would just be a minute...and heard them say words like 'I have a customer. I have to go now'. This is fine. Everybody has a life, and you don't always get to choose 'what' happens 'when'. As long as I am acknowledged and the conversation wraps up reasonably quickly I'm fine with it.

Most of these issues boil down to one of two problems: Lack of retail training, or poor attitude. Both are problems that MANAGEMENT needs to address - preferably by setting the example. But that's another problem all by itself...
 
As the old saying goes..."Be careful what you wish for, because you might get it".

The opposite side of this thread is when the help goes TOO far.  Many of us will remember stores like Circuit City where you would be accosted by two or three "associates" when entering the store. You couldn't get rid of them!  They would follow you around the store like flies to excrement, and though you might say you were just looking, and that you would get their attention if you had a question, they would still never be more than an arm's reach away.  If  you looked at an item for more than two seconds, the "associate" would be immediately spitting out details of the product and why you needed it right now...don't wait!

The chain went bankrupt some years ago, and I completely understand why. People didn't want to go into the store to have their personal space constantly violated.  Best Buy is not as bad, but some stores need to BACK OFF! [mad]

I don't mind the coffee...as long as they're sipping, not slurping! [big grin]

Cheers,

Frank
 
About the coffee or other beverage:

I should have mentioned that if their job has them 'planted' at a kiosk or register or whatever, I have no problem with them having a beverage nearby that they discretely drink from - preferably 'between' customers. Unless they slurp loudly (as Frank pointed out) or make a big production out taking a sip, I don't even notice it.

Again, it comes down to taking care of the customer. If they smile and try to be pleasant, these minor indiscretions are accepted and pretty much 'invisible' to me.

Quick side story - my wife and I tend to grocery shop late at night. Fewer people to deal with, and we can take our time and not feel rushed. Once when we came up to the only open register in the store the cashier (whom we usually go to and know by name) was clearly in distress and said to us "Could you guys just wait here and watch my register while I run to bathroom? I *REALLY* need to go." We laughed, and assured her that we could. When she came back she thanked us profusely and apologized, saying "everybody else is in the back unloading a truck and I knew I could trust you."

Needless to say we still shop there, and go though her register every time we can...
 
They should have at least offered you a piece of pie or a cup of coffee.  [wink]
 
Just be happy someone said HI to you. I am growing tired of not even being greeted, I will have a Cart, Armful, basket full of stuff and no one says hi to me.. well down the stuff goes I leave. Around here Home Depot is the worst I usually play how many can I walk past. Also, the longer I have to wait for checkout the longer I have time to really wonder if I really NEED this or that.

All people want is Respect. 
 
sure, good service is somewhat of an art form, just like a good bedside manner for a doctor.  unfortunately, it is absent more often than not especially in these clerk or waiter type service jobs.  those with a vested financial interest like the owner or the manager will certainly be more interested in doing it.  and those workers with a great attitude in any circumstance usually move onward and upward before too long.
but to turn this around we can examine how we as customers react to the poor service, the lack of respect, the rudeness shown.  do we escalate the conflict by reacting negatively like obnoxiously posting ourselves 3 inches from the guy's nose and calling the store on the cell, do we throw all our stuff down in a hissy fit and storm out--basically, are we coming down to their level of unacceptable interaction and letting it gnaw at us until we vent on some forum?  OR do we take the higher road and set an example by practicing a more gracious response.  lots of good books have been written about the psychology of human interaction and how to deal effectively and graciously with various circumstances.  but i don't think that as customers we like to hear that the burden is on us to shift that interaction toward a more positive note--just because we have a few coins jingling in our pocket.  it's kind of like a game where you give yourself a little challenge to see if you can turn the situation into something diametrically opposed to how it started out.  sometimes it is just a small gesture like walking down that store aisle and with a smile say a hearty hello to each worker you pass.  i really believe that some people just don't know what to do in a genuine crisis because they have not practiced how to deal with these smaller more insignificant types of difficulties.
 
This seems all very silly to me

Having worked in many lumber yards and tool stores.  I suggest the alternative, would you rather the staff not eat or the store be closed for an hour ? Or could you stand the total horror of waiting 5 min while a human being eats there lunch ( which is being cut short to make sure you have what you need)

Next time this happens to anybody please take some time to remember this is probably there only break and they are working through their lunch for you.

Sorry to rant GO FESTOOL!
 
If this is all you guys have got to talk about you need to get some new festools and get out into that shop [big grin]
 
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Thank you for all your responses.

Must say that I am surprised by some of them.

In both these instances we are talking about very large stores with national exposure. In the case of the pies, as I said, I have no issue with them having to eat, my beef is that they seem to be forced to do this in a customer service area as management has not provided a staff room. I am well aware that a small store may not have such a luxury, but these are not small establishments.

As to some who say/implied my expectations are unrealistic of 'pressured'  sales staff, please read my disclaimer. As I work part time in sales, I am well aware of these pressures such as staffing schedules, unjustifiably rude customers, eating customers (fast food smells fowl when you are not eating it!) and customers waiting when you are the only service person available.

The hardware - timber yard I work for has won national and franchise awards for customer service. Consequently I often compare my sales experiences as a customer with those I think my colleagues and I provide to our own customers purchasing experiences.

We have an area set aside away from customer service areas in which to consume food and drinks (exception is water bottles). It is also in the Australian retail award that staff have regular short breaks and at least a half hour meal break within an 8 hour shift.

 
 
If it's a five star hotel, I have different expectations.  But that level of "show" and formality is not desirable in a tool store.  I'm in a relaxed mood and I prefer the person assisting me to be the same, so if pie or coffee is in hand, I couldn't care less.  In fact it puts me at ease when they are relaxing instead of clearly focused on a sale as Frank described.  If the pot of coffee is spilling over and I'm made to wait before they have a major clean up, im okay with that, s**t happens. 

As wow said, if I get the sense they just don't care, I wouldn't get upset enough to post on a forum about, I would just take my business elsewhere.  There are no shortage of options.
 
I've read all the comments in response to the question, and I must say that I'm a little disappointed that the tone has been one of almost criticism towards the OP, in that you ought not to have even brought up this topic. Sorry but I beg to differ. I'm of the mind that if people don't complain or at least say anything if upset by someone supposed to be serving you as a customer, then nothing will ever change! Sure we can all just take our business elsewhere; but let me say that if I was the business owner I'd want to know if anything happened that upset my customers! A lot of companies pay vast sums of money on how to improve their businesses, so to be offered something from the horses mouth, rather than wait until the business fails further down the road, is to be welcomed, not criticised.
In this case, that employee may well have deserved to have his or her lunch, we can't know for sure, BUT provision should be made for someone else to cover. If no one to cover, then the employee has to take this up with the employer, but they SHOULD still stop what they are doing in order to serve someone. We just can't know how much of a rush that customer is in, nor how often they shop at that store, so service should always be provided promptly. It's common courtesy - or was anyway. This is obviously of interest to those who've commented, or they wouldn't have troubled to read and then reply, telling you once or twice that it's not important enough a point to write about.........though then did the same mind you..... Kind of ironic.
 
I always approach this kind of stuff with the "shoe on the other foot" attitude.

If I worked in a retail setting without a break room, I would probably not eat at the counter but then again I am a cordial person and have been praised throughout my life as being honest and fair. I also run my business the same way... Everyone who works for me really feels that they work with me instead. I am very proud to run things this way. It makes for a very healthy workplace.

That being said, in the OP's situation, I think that the business is the real problem. If they are very small AND don't have adequate room away from customers AND can't afford to have an employee to take a break elsewhere (not in the establishment) then I personally wouldn't want to do business there. Perhaps they should approach it like we used to do shop business... Shut the doors for 30-60 minutes and have everyone eat at the same time.

There is always a way and I hope that the OP sticks to his plan.

Cheers. Bryan.
 
I too am surprised at some of the responses.

People have different standards and expectations .. I suppose from a relative stand point my standards and expectations must be higher than some.

My parents worked in retail from before I was born, small business ... so no lunch time cover, etc. They would NEVER eat in front of a customer ... at best they may have a coffee or a snack tucked out of sight and they'd immediately put it aside if a prospective customer as much as glanced in the window.

I don't care if it's a Rolex watch or cow manure, if somebody wants my business they need to show me a reasonable level of respect and thoughtfulness.

Sorry if my views offend those that feel comfortable eating in front of a customer.

I worked with someone years ago that ritually brought disgusting smelling Asian pork rolls to his desk in a small enclosed office space. He was offended when I told him politely that the smell actually made me feel ill and couldn't work in the same space. His response involved swearing ...

Some cultures think nothing of eating in front of people or even spitting, etc - you get a mix of it all in Sydney. I'd be curious to know what people think of those that smoke cigarettes when preparing food commercially?
 
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