Older guy walks into the service area on the parkway and asks one of the staff, "do you have a pay phone? My car broke down and I need to call my daughter."
The staff person, killing time by checking his cell phone, is confused. He's not sure what a pay phone is, then he figures it out, and says, "no," before going back to his phone.
It never occurs to him to hand the phone to the man so he can make a call.
Part of it is the boss's fault. He's not paying much attention to hiring or training or incentives. He's paying as little as he can, and turnover is high. After all, every one of his customers is just passing through, no need to care.
And that message comes through to the staff, loud and clear.
Of course, at one level, all of us are just passing through.
From a more practical, business level, the ease of digital connection means that it's more and more
unlikely that you can be uncaring or mistreat people and not be noticed.
But most of all, life is better when we act like we might see someone again soon, isn't it?
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Recentemente encontro-me à espera de um amigo que foi pagar uns cafés e ele diz-me: a moças que iam à na fila, quando pagaram, viram um anúncio da época "há bolo rei". Como a pastelaria tem bons bolos, perguntaram ao caixa...tem bolo rei? resposta rápida e seca...isso é lá com o balcão...eles é que sabem... as moças saíram disparadas do café...talvez fossem comprar amêndoas da páscoa ...
Basicamente o que se retira é que uma resposta desajustada, pouco preparada, pode estragar ou estraga o trabalho de toda a cadeia que está atrás.
As moças devem ter ficado com pouca vontade de voltar..........
The staff person, killing time by checking his cell phone, is confused. He's not sure what a pay phone is, then he figures it out, and says, "no," before going back to his phone.
It never occurs to him to hand the phone to the man so he can make a call.
Part of it is the boss's fault. He's not paying much attention to hiring or training or incentives. He's paying as little as he can, and turnover is high. After all, every one of his customers is just passing through, no need to care.
And that message comes through to the staff, loud and clear.
Of course, at one level, all of us are just passing through.
From a more practical, business level, the ease of digital connection means that it's more and more
unlikely that you can be uncaring or mistreat people and not be noticed.
But most of all, life is better when we act like we might see someone again soon, isn't it?
-----------------------------------------------------------------------------------------------------------------------
Recentemente encontro-me à espera de um amigo que foi pagar uns cafés e ele diz-me: a moças que iam à na fila, quando pagaram, viram um anúncio da época "há bolo rei". Como a pastelaria tem bons bolos, perguntaram ao caixa...tem bolo rei? resposta rápida e seca...isso é lá com o balcão...eles é que sabem... as moças saíram disparadas do café...talvez fossem comprar amêndoas da páscoa ...
Basicamente o que se retira é que uma resposta desajustada, pouco preparada, pode estragar ou estraga o trabalho de toda a cadeia que está atrás.
As moças devem ter ficado com pouca vontade de voltar..........
