What used to be a simple task of purchasing an item in a store has become quite the ordeal these days. This idea extends beyond the cashiers counter -- calling customer service, ordering an item over the phone, or inquiring about a service. Essentially, customer service in this country has become an otherworldly experience. Why do I say this you may ask. It seems that Corporate America has decided how "special" our shopping experience should be every time we make that AMAZING purchase. Who is to blame here? I'm not sure this is easily answered. I often feel bad for the person who is relating the nonsense in order to keep their job. Who is winning here? I am irritated, and the employee is reticent to look like the fool who has to offer me the same credit card five times. Let me give you some recent experiences...
I walk up to the counter at Sears...
Sears Drone: (chipper!) Hello and welcome to Sears.
Me: (annoyed) Hi.
Sears: What a lovely pair of shoes! Is this going to be all today?
Me: Um, yeah. It's all I brought to you isn't it? (Ok, so maybe that last part I just thought to myself)
Sears: Can I get your phone number, please?
Me: Uhhh, sure.
Sears: Can I get an email address?
Me: Blah blah blah
Sears: Can we sign you up for our email promotions?
Me: Hunh?
Sears: Your zip code?
Me: really?
Sears: Would you like to sign up for our rewards program?
Me: No.
Sears: Are you sure, you can save money on purchases!
Me: No.
Sears: Would you like to apply for the Sears card today?
Me: No.
Sears: Would like to apply for Sears Visa card today?
Me: Still no.
Sears: Can I have your blood type?
Me: Hunh?
Okay, maybe that last comment didn't actually happen, but sadly the rest did. I wish I was making this up. I just wanted to buy a $10.00 pair of kids shoes! It floored me. I walked away scratching my head and wondering what had just happened. Who in the hell decided this would be advantageous for the company?
A friend recently walked into a jewelry store to browse around. Seems harmless enough. After the initial contact of "can I help you" and the typical response "no, just looking" was out of the way it got weird. Said friend is married. The sales person proceeds to ask my friend if she would be interested in trying on an engagement ring? Friend looks confused, "umm, I'm already married. I'm not really in the market for one nor would I buy myself one anyway." Sales person begins to panic and leans in close across the counter. She meekly smiles and whispers to my friend, "they have me on camera. I have to get every customer to try on a ring or I lose points, please." Poor girl. Big brother is watching!!!! So, friend tries on the ring and leaves without any desire to return for that amazing engagement ring. I can't understand why she didn't go back, weird.
These are two examples of the fine ways corporate giants have decided is the best way to sell items these days. I can't even fathom what this means about the society that we are living in. What ever happened to friendly service, exchange cash, and leave with desired item? Maybe this is why people are on anti-depressants more than ever. Your constantly fed BS at your job and can never keep up with the expectations, which are contrived to begin with, and are forced to act insincere or face losing your job. This doesn't just apply to retail work, either. Every company has buzz words and guide lines, and some form of this in it. To what degree this exists in every job is up for debate. Not only are we no longer allowed to think for ourselves, you are forced to be someone you're not and love it! Maybe I'm cynical, but I don't ever consider a shopping trip an experience (though I have been asked about how great my shopping experience was! Woohoo!). Shopping is not an experience, looking into my child's eyes for the first time is an experience, and I refuse to use the same word for both.
I welcome your thoughts or personal encounters with this sort of thing.
A. Lewis
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