Another end of shift ruined

[Food Lady]

On a rare midshift, when I'm looking forward to getting off and going on with my day, I get called into the office to hear that some customers complained they didn't like how I talked to my coworkers (disappointing, but I see where I go wrong and can fix it), and that the mall walkers think I'm rude. Now, I don't know if this is an old complaint or what, but I'm sick of it. I don't treat them any worse than other customers, which is the problem. They want us to kiss their butts. The managers do this. I'm not rude; I am as polite as I'm required to be. I say thank you or "have a good day." If they ask me a question, I answer. (Team lead told me I should, and I said, "I DO!") But I'm just not one to be all "how was your weekend?" I don't ask anyone that, not ever. I work retail; I don't have weekends. I don't know these people; I'm not going to ask how things are going, since I don't know what those things are. I'm not a midwesterner, even though I live here. I will be polite, serve them, etc. But I'm not the overly-friendly smalltalk type. They also complained I don't have time to make coffee. Uh, yes--exactly right. There are other customers who pay 4 times as much as they do who expect the food on the menu to be available. I make it. I don't stand around chatting. I am so sick of this. They come to socialize with their friends. Why do I have to be their happiness-provider?

[Pixilated]

Because somewhere along the line, it was decided that plain professional courtesy wasn't enough -- I think it was about the same time somebody (or a multitude of somebodys) decided people shouldn't address their bosses by Mr./Mrs./Ms. or anything similar -- we must all be on a first-name basis and be CHUMMY!

So of course it follows that anybody who doesn't want to stand around and yak is, by definition, rude.

If "Fine, thanks, and yours?" isn't good enough for people who greet you with, "How was your weekend?" then the problem is theirs, and not yours. Unfortunately, it sounds as if your bosses don't see it that way.

[earl colby pottinger]

I am in Florida right now with my mom. She has some health problems but otherwise is okay to meet all the relatives we have down here. Relatives who want to talk about their shared childhood more than 70 years ago. Relatives who want to talk about American politics where I come from Canada where I have spent most of the last thirty years. Relatives who do not share my interests in SF, computers, liquid fuel rockets, canoeing, wilderness camping ... etc.

Yet, they are always complaining that I will not sit down and talk with them about stuff - they will not admit that they don't know enough about my interests to have an intelligent discussion with me or that their interests are boring TO ME! We live in different worlds and I don't want to become a old fart to fit into their world, and they don't want to admit that all their years of experience (some thing they are always pointing out) does not automatically give they the knowledge to operate in mine.

The problem is not that they are old, the problem is that they will not admit that other people did not grow-up in the same world they did and thus have different interests and goals from their's.

[notlovinit]

Personally, I would find it weird if a cashier asked me how my weekend was. I wouldn't be offended or rude or anything, but it would be weird to me for the exact reason you mentioned - we don't know each other!

[Mytical]

You are not really there to make friends..too bad ew's and bosses don't know that.

[Kheldarson]

And this would be one of the major issues I have with being a cashier.

I hate small talk. And frankly, I hate irrelevant info. So customers' expectations of having the nice extroverted cashier who wants to talk and chit chat are ruined with me. I don't care why you're returning this and for what, just get your stuff and let's get things done!

[Mytical]

Seriously..who goes shopping to chat? I want to get in, get out, and forget the trip ever happened!

[ariekain]

It's a policy at my store that we have to initiate and maintain rapport with our customers. This means that "Hi, how are you today?" isn't enough, nor are comments about the weather or asking if they found everything they were looking for. Initiating and maintaining rapport means asking them questions about the things they are buying.

Now, I like to be as fast and efficient as possible when I am ringing up people's groceries. I don't like small talk, though I'm still polite. I don't like stopping to look at what my customers are buying so I can ask them things like "Oh, so what do you do with X product?" or "What does that taste like?".

But if I don't, then I'll be called to the managers' office and made to roleplay initiating and maintaining rapport. That is something I could do without. So I have to put up with this policy that I find rather silly. Customers don't particularly like it either, since their main goals are getting in and getting out without too many holdups.

[Food Lady]

See, now as a cashier, I do the rapport thing. I chat when it's not terribly busy. I am somewhat a people person. But in the cafe I have too much to do the first 2 hours.

[Arcus]

uh. I hate the rapport thing. When I'm out shopping, I just want to get it over with. I'm polite, but hate small talk for the sake of small talk.

[Nemesis44UK]

It's a policy at my store that we have to initiate and maintain rapport with our customers.

Who in the blue universe thinks that this is a great idea? By all means be polite and smile (even if you don't feel like it), but like other posters have said, most shoppers want to get their business done and be on their way. Personally, I can't stand the over-familiar sales patois.

To Food Lady: I feel your pain. I have been accused so many times of "looking miserable." Reason being is that I have been cursed/blessed with a face which does not naturally look "happy" if that makes sense.

Everybody comments on it, but what can I do? If I am busy or deep in thought, I look like a serial killer (so I've been told) and it upsets customers. I really prefer working out the back, away from such sensitive souls.

[RealUnimportant]

I have a very few customers who (queues & travel schedules permitting) I'll chew the fat with, but 100% of those conversations are based on volunteered or publicly available information, and I know that they like that I can remember these little things. Other than that, my job is to help hundreds of people get to work/school/funerals/whatever as expediently as possible. If you want good wishes for the day ahead, go buy a fortune cookie.

You know what's really weird? Half my customers won't even say please or thank you, but they'll wish me a nice day!

[Sheldonrs]

All this does is make it worse. You KNOW these people will assume they can take advantage of too much familiarity by saying things like, "But you KNOW me, you can (insert favor, rule-breaker request here) for me!
And if you don't, they will complain about that! If you DO, they will expect more and then management will find out and write you up.

It's a losing situation either way.

[Lace Neil Singer]

Where I work, we're supposed to chat to customers. I generally talk about the weather, tell them of special offers and discuss what's in the news today. I don't however get personal cuz I don't know these people.

Also, I loathe it when customers bleat, "Have a great evening!" at me when they leave, when they know damn well I'm going to be stuck at work all that evening. -.-

[AyreBiskits]

To Food Lady: I feel your pain. I have been accused so many times of "looking miserable." Reason being is that I have been cursed/blessed with a face which does not naturally look "happy" if that makes sense.

i have that too. i've been accused of being in a bad mood many times but i'm not. i just don't have that perky smiley-face look. when i smile it looks forced and i'd still get complaints about not being happy.

and who wants to stand in line behind someone just gabbing with the cashier?? just buy your junk and go!! i really think policies like that is a no-win situation. do your job efficiently and quickly and you get complaints about not being friendly, be friendly and chat with customers and you get complaints about not working fast enough.