(Originally published 06/29/2012)
When it comes to businesses in Jamaica, many would argue that great customer service is a scarcity. Small businesses don’t get it, and big businesses don’t care too much to give it.It can be tempting to match wits (or even fists!) when dealing with rude and uncaring staff. But there are ways to fight back without risking a public brawl. Here are three common customer service flops and how to deal with them.
1. The Dirty Look
You’ve all seen this before. The clerk who gives you the head-to-toe lookover and in a matter of seconds decides that you’re not work the time nor the effort it will take to ask “may I help you”. Whether it’s the way you’re dressed or your complexion isn’t right or you just don’t sound “stoosh” enough, somehow, in her mind, you do not fit the profile of the customer this business wants to attract.
Solution. Walk away. When you encounter sales clerks who don’t appreciate how you contribute to their paycheck, don’t spend your hard earned cash there. Unless this store really has something so unique that you absolutely cannot do without (can’t imagine what), then go spend your money with people who appreciate you.
2. The Cyaa Badda / Watch Clock Approach
Unfortunately, this happens too often. You are enjoying your shopping trip, blissfully unaware that closing time has come. The clerk, understandably, wants to go home, but his/her ill-mannered self can’t act like a professional and mask the impatience or tell you in a nice way that it’s closing time. Instead, the answers to your questions become abrupt, and you are summarily dismissed.
Solution. Ask more questions. Extend her misery. Stretch it out as long as you can even after the security guard has locked the door and is standing there with the key. Then take the item to the counter, and leave it there. This may seem mean, but why bother be conscientious with someone who can’t be bothered with you?
3. The Chatterbox
This one is also common. You’re in the mood to splurge and treat yourself to something nice. However, the sales clerks are too engrossed in conversation to pay any attention to you. You wander from aisle to aisle, frantically searching for that one item that will make the bills in your pocket jump for joy. Still, no-one approaches. And you’re sure someone must have seen you, because you locked eyes with at least one of them.
Solution. Employ the 2-minute rule. On entering any retail establish, make a mental note of how long it takes for an employee to offer assistance. If no-one comes to your aid after two minutes, head to the exit. If the store is busy, you can decide how long and if it is worth the wait. But if employees are milling around, there is no reason it should take more than 30 seconds for someone to approach you. You’re really being generous by waiting an additional minute and a half.