COURTESY IS THE MINIMUM FOR DOING BUSINESS

“Courtesy is the one coin you can never have too much of or be stingy with.” —John Wanamaker

I read a lot about how Amazon is changing the face of retailing — or at least the purchasing process.

It seems that factors determining the source to purchase from would include: price, convenience, and immediacy. Choosing to buy online or in a store is an easy decision if you are buying two water hose connectors (about $6) and you need them immediately. Immediacy dictates, I can’t wait for drone delivery.

No matter how you look at it, retailing is a different business. Retail employees are diverse. They come in all shapes, sizes, ages, nationalities, levels of education, commitment, and may be male or female. Generally speaking, the first person you encounter in a retail store is a sales person. If you are unlucky, you meet a clerk.  To this point, J.C. Penny said, “Give me a stock clerk with a goal and I’ll give you a man who will make history. Give me a man with no goals and I’ll give you a stock clerk.”

I recently visited a hardware store to buy a water hose and a two water hose connectors. Upon entering, the “this is the store with the helpful hardware person,” I located a “clerk” who said, “Do you need anything?” Me: “No I don’t have anything to do so I thought I would come in and enjoy your air conditioned store." That isn’t what I said. 

I asked for his help finding two water hose couplings. When he showed me two plastic connectors, I said, “I’ve already tried the cheap ones, and they don’t work. I want a better product.  At that moment, someone standing behind us rudely interrupted our conversation and asked, “Do you have anything for getting rid of squirrels?” To my surprise, the clerk said, “I don’t know but, let’s look over here a couple of isles.” And they walked away.

That seemed dumb. I am the current customer. I am spending my money and not looking for a “maybe product.” I don’t think this clerk remembered the adage, “You dance with the one that brought you.”

As I age, I’m trying to be more understanding, be kinder, show consideration, and have a positive attitude. But, I don’t get ignorance. It makes no difference if you are the customer or the salesperson, courtesy is the minimum for doing business.

As I left the store, I wondered if I should not have waited for a drone delivery at home, rather than dealing with the dunce in the aisle. I can only hope that the “friendly place,” comes to recognize that courtesy is the minimum for doing business.