The last time I was in England I was reminded of the difference between American and British customer service. When you go to a supermarket in the U.K. the cashier is responsible for ringing up your groceries AND THAT’S IT. If you want someone to bag up your things, forget it, you might as well have a grocery bagger flown in all the way from the States.
Fair enough.
In the U.S. the supermarket cashiers are told to engage their customers, call them by their name, and be familiar to encourage a sense of community and loyalty. But it can all go horribly wrong when a clerk, as often happens, assesses what you’re buying and announces to you (and whomever is around you) what you’re having for dinner. This is all well and good if you’re buying chicken, corn, burgers and buns, and a 12-pack of Bud Lite.
“I’ll bet you’re barbecuing,” they’ll say.
“Yep, you got me, we’re barbecuing.” Your mouth forces a reluctant uncomfortable smile. Perhaps you feel a little guilty that you are indeed off to a barbecue as the cashier toils away at their job for another 6 or 7 hours.
But suppose instead of placing barbecuing supplies on that conveyor belt, you’re buying toenail fungus ointment, hemorrhoid cream, and 27 rolls of toilet paper. The last thing you want is an uber-chatty checkout clerk trying to do their best Sherlock Holmes impression, loudly announcing how they imagine the rest of your evening is going to go.
There’s a clerk at the supermarket near where I work. If I see her manning the cash register on the late shift I (now) immediately leave the store. She is the slowest moving creature with a pulse I have ever seen, and then she wants to chat everyone up when they finally… FINALLY get to the front of the long line. Through gritted teeth I have watched, waiting in line for 15, sometimes 20 minutes as she examines and comments on every item she scans. “Hm, I’ve never tried organic kidney beans, are they good?”
I hang in there, hopeful that a co-worker will soon come and open a second cash register to relieve her of her self-imposed burden.
Well, I’m going to miss my train, but since it comes every 20 minutes I SHOULD be able to make the next one,” I think. If she could just reduce the chit-chat to less than 5 minutes per customer.
So I finally get to the front of the line with my “Hungry Man” Turkey and Mash frozen TV dinner and a Miller High Life tall boy. As she begins to try to engage me in small-talk, all I want to say is, “I have had a VERY long day, just ring up my shit. I don’t even care about getting my change back so that the poor bastards behind me won’t have to wait a fucking eternity to get out of this quicksand you have created!”
But I can’t do that, because then I would be the bad guy. And god knows I hate being the bad guy. So instead, I just politely nod and watch her slowly fumble for the bag to put my two items in and then I hurry on my way.
What a sad and pathetic creature she is, I think. It now looks likely I’m going to even miss that next train now, but, oh well, at least I have a beer I can drink on the platform while waiting 18 or 19 minutes in the cold, and maybe that frozen TV dinner won’t take as long to cook now as it will be thawing while I wait.
On the platform I stew, wishing I could convey to her bosses just how their concept of “good customer service” has backfired because some of their employees don’t understand that it’s okay to have a sense of urgency or to call for help when the line is so long it nears the back end of the supermarket, but in my heart I know that wouldn’t be fair to her.
But oooooh, I really, really wanna.
Why can’t people be more like me, I think. Well if she got let go, maybe she could work at the Post Office or, hey, the DMV would probably think she was a real speedy go-getter.
I laugh to myself as I wait on the train platform. I’m hungry. I open up the box of my gray, frozen TV dinner and peel back the transparent covering. I chip at the red chunks of frozen cranberry sauce with the blade end of a wine opener while sipping my cheap American beer. I’m now waiting for a train that is arriving 40 minutes later than the one I should have been on.
I’m so stupid. I shouldn’t have even gone to the store. I should have just come straight to the BART station. I fall for it every time, like Charlie Brown and that damned football.
I look at my watch and scowl and briefly catch my reflection in the platform window. I’m a miserable human. Crappy beer in one hand, my brain directs my other hand to a chunk of frozen cranberry sauce on my chin. My God, look at yourself. Who’s a sad and pathetic creature now?
I am stunned by my own image of misery and accidentally knock my beer over. Dammit! Dammit! Dammit! That’s just fucking great!
I calm down.
Hm, I wonder if I have time to run to the supermarket and get back here before the next train comes.
Filed under: Uncategorized | Tagged: Lafayette Safeway, Matty Stone, Poor customer service at supermarket, Slow Supermarket cashier, The Bay Area Brit is the Bay Area Twit | 13 Comments »









































