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| - Too many businesses take the attitude that they do people a favor by allowing them to enter their establishment and buy things. That's certainly the case at Total Wine & More.
When traffic is slow (mornings), they station a lone cashier to handle phone calls and take money from the occasional customer (me). When I approach the checkout with my short case of Sierra Nevada Torpedo IPA ($10.99), the cashier is too busy with a phone call to give me any attention. If I'm "lucky" she'll multi-task and process my transaction while handling the phone call at the same time. Is her attention divided? Yes, about 90% phone call and 10% me.
I'm sure most people would say, "so what?" We're so used to being abused by businesses that we've lost sight of the fact that a customer in the store trying to hand over money is what drives American capitalism. It's special! It's what keeps those doors open, pays that cashier's paltry wage. Why should it be taken so lightly?
If my boss came by my desk while I was on the phone, do you think I would keep talking and let him wait? "Please hang on a second," I would tell the caller. Or, "Let me call you right back." When we're trying to pay, customers should be treated like a boss!
Last time I was in TW&M, when I approached the checkout, there were four employees nearby. Not one acknowledged me. A blond woman at one of the checkout lanes appeared busy counting or sorting items. She glanced up briefly and gestured toward the cashier who was busy on the phone. "She'll help you over there." When I approached her, the cashier on the phone gestured toward the blond and said, "She'll help you over there." When I went to the checkout line where the blond was, she just glanced at me and resumed her sorting.
I guess I'm one of only a few people who might think this is absolutely outrageous treatment. I went to the red zone in a heartbeat.
The poor young woman on the phone finished her call and came to take my money. I told her I was taking my business to Lee's Discount from now on. She handled my tirade pretty well.
She appeared genuinely concerned. She mentioned that she was on the phone helping a "customer" with a question about champagne. I took that to mean champagne customers outrank beer customers. In my irate state, I didn't challenge her on it.
I tried to explain that someone on the phone is only a potential customer. A guy waiting at the checkout, ready to pay, THAT'S a customer.
I don't think she got it. I'm sure after I left the complacent, uncaring employees had a few laughs about it. "What was HIS problem?" "Must have gotten up on the wrong side of the bed," etc.
I lied about Lee's Discount of course. They are no better.
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