Gimp Rant #42 – The Follow-up

Over the weekend, I wrote about a negative customer service experience during a visit to Indiana Members Credit Union, my longtime financial institution and a financial institution I have long praised as one of Central Indiana’s finest financial institutions.

As is always my custom, I wanted to share the positive resolution I received for both organizations involved in the conflict.

First, I decided to visit my usual branch of Indiana Members Credit Union and talk to some familiar faces. I explained the situation that had occurred over the weekend and, as expected, they researched the issue and found me answers in a timely and non-defensive manner. In most ways, I received the same exact answers as I’d received this past Saturday but communicated in a much more compassionate and understanding way. I was offered contact people if I wished to express my concerns further and, perhaps most of all, we took positive steps to prevent another similar situation from occurring.

So, kudos to the Indiana Members Credit Union Branch at the Indiana Government Center for a job well done and a determination to retain a longtime customer.

Then, there’s the matter of WebHost4Life, the web host in question that had done, in business lingo, a “force post” of the charge. As I noted in my original blog post, after my explaining the situation to them they offered to cancel my account immediately and refund the charge that was nearly $300.00. Much to my surprise, by the time I went to the bank this morning my refund had already been submitted minus a nominal prorate – Admittedly, it was their mistake and there shouldn’t have been anything withheld, but in their defense I also should have been paying closer attention and responded sooner. So, I give kudos to WebHost4Life for following through on their word in a timely and professional manner.

The situation is resolved. I have my refund, the account in question has been closed, and I’ve learned how to work with my bank and other companies how to better protect my funds.

The Gimp Rant #33 – Compassion

I’ve been trying for the last couple of days to think about how to put into words my feelings over the last few days of my life. About two weeks, I asked my boss at my full-time gig if I could take a couple extra days off over the Easter weekend in order to try to get some things in my life in better order. She came back with an even better offer – Why not take the whole week?

So, I did.

I’m not big on the whole concept of “vacations.” I enjoy my job and I tend to save my vacation time for the various fundraising and outreach activities I offer in the community. Sure, I’ll take long weekends. That’s about it. However, as I’m getting older I’m definitely finding that my body needs to rest and I need to adapt more and more to my changing limitations.

That was my vision for this week off – rest, deal with life, schedule doctor’s appointments and try to finish writing my next book.

I very quickly realized that working on the book was going nowhere. I wrote, but what I wrote completely sucked. Truthfully, as much as I love writing it is work for me. I really needed time away from even the writing aspect of my work life. I’d intentionally scheduled the week during a time when I didn’t even have a movie screening. I had lots of opportunities to rest and very few distractions from doing so.

My body has been kind of rough lately. Everything I do is taking a longer time and I’m finding myself at times making intentional choices about what I will and won’t do. There have been times when I’ve lamented my decision to leave the security of Social Security Disability in favor of full-time work. I’ve often wondered why the government doesn’t offer some kind of balance for those of us able to be productive yet needing some level of assistance to do so successfully.

In case you’re unaware, let me give you a bit of background about my situation.

First off, you probably realize that given my having spina bifida and hydrocephalus and various kidney, bladder and neurological issues that my prospects from having been born in the 60’s were slim. I started defying the odds early in life, but even I’m surprised I lived this long. No one prepared me for “life.” I wasn’t expected to live it. There were no discussions about relationships or work or anything like that. As I got into college, there were some discussions about college but given my high school GPA even those were approached rather lightly. My parents had always heard that I would be intellectually disabled and fully dependent. While I had massively transcended my circumstances by high school, the expectations by the time I graduated weren’t much higher. I failed my first job out of high school, mostly because I couldn’t manage myself physically and was in a position that required a professional appearance.

It was a disaster.

I moved out of my parents’ home about this time, something no one ever thought would happen. It was as much fueled by the stress of living at home, but it was still considered an impossibility. With one solid work failure behind me, everyone decided that I’d be much better off on disability. So, there I went. I spent eight or so long years receiving disability and, quite honestly, I could probably qualify again. A variety of my factors went into my decision to leave disability, but the journey moving toward it was very intentional. I went back to school and finished my degree. I found stable housing. I found a job, which I happened to land while an intern for the hospital. They had a handful of interns, but I was the only one who’d made it in on a day where 8″ of snow was on the ground.

They were impressed with my perseverance. They were patient with my professionalism. I was employed.

When I left SSD behind, everything in my life changed. I loved the freedom of not being accountable to nurses, case managers and such. But, quite honestly, I really missed having physical supports. I had a CNA three times a week who was suddenly gone. I’d always struggled with the basics of self-care, even with help. Without help? Let’s just say that hygiene was mentioned more than once on my work evals.

But, I persevered and for the most part have never regretted changing my life path and undefining those limited expectations for my life.

This past week has brought all of those old feelings back as I took some time off work and devoted myself to figuring out how to deal better with my changing physical being and what it means to be in the mid 40’s with spina bifida. I still work full-time, though in a different and less demanding field. In addition to my full-time gig, I’m a freelance writer and minister. I stay remarkably busy. I’ve traveled over 3500 miles on my Tenderness Tour. I drive. I live alone. I realize I’m incredibly blessed, because I know other folks with spina bifida who still live on disability or have lived most of their lives dependent on others.

Sometimes, I’m discovering, I’ve worked so hard for independence that I’ve neglected my body’s needs. I’ve perfected “suffering” to such a degree that when my family physician was attempting to diagnose some symptoms this week she looked at me and said “With most people, C-Diff would send them to the emergency room. I don’t trust you, though.” In other words, I suffer well. I suffer in silence.

So, for the most part my physical support system has dissolved with the exception of having a wonderful church that mows my lawn and being fortunate to be surrounded by folks with a techie brain that I surely don’t have. My body? I’m finding that people are so used to my independence, that any level of dependence is inconceivable. I’ve often admired the ministry of Joni Eareckson Tada, an internationally recognized disability advocate who became a quadriplegic after a diving accident at the age of seventeen. She’s internationally acclaimed and beloved, yet in many ways very much reliant upon others for her daily living.

That’s what I want. I want to be free to be who I am and how I am while not having to sacrifice the gifts I bring to the table.

How do I do that?

I think part of it goes back to that idea of having a system that wants it to be “all or nothing.” Either you are disabled or you’re not. There’s nothing in the middle. I remember the overwhelming trauma of suddenly having to manage my own body when home health went away. Man, I really understand why people wouldn’t want to do it. It’s scary. It’s difficult and sometimes it backfires. I used to have a stronger personal support system and I could sort of compensate for the shortfall. When my primary physical support person died a little less than two years ago, I really started to feel alone.

It’s scary. Really scary.

When I went to doctors this week, I found myself further dismayed. I suppose I hadn’t had multiple appointments in a short time span in quite awhile. Now, I remember why. When I was on Medicare, most doctors accepted assignment and didn’t worry too much about co-pays. I could pretty much go where I needed and when I needed. Commercial insurance? Not so much. The idea of preventative care, even with current healthcare changes, is ludicrous. My preventative care typically involves CT Scans, urological work-ups and more. It’s not affordable and not easily approved. Heck, getting a wheelchair approved is difficult. I bought my last chair off Craigslist.

I’ve considered hiring home health lately, but insurance doesn’t cover it if you’re not homebound and even the most generous rates go beyond what a fairly “average” worker can afford on top of the usual medications and healthcare supplies that are a part of daily life.

Basically, my life is a series of choices and compromises and risk-taking. Just this week, a physician prescribed a medication but I couldn’t afford it. So, I don’t have it. Fortunately, I’m on an antibiotic first trying to deal with an infection which I’m hoping buys me time to find a way to get it. But, this is my life. I have to pick and choose. I’m certainly not alone. I’m certainly not asking for nor needing any pity. I just think to myself that there has to be a better way, because if I quit working to go back on disability then another taxpayer is lost and I become dependent on the system.

It doesn’t need to be that way.

Because my full-time gig is in the area of disability, I see this same type of thing a lot. I see people with amazing potential who are sort of “stuck” by their circumstances. There are lots of folks who truly need wrap-around services, but there are so many people who desire a better life but there’s not a system or a community that empowers such a thing. One of the greatest things I’ve ever witnessed involved a friend of mine. He was a quadriplegic who lived in subsidized housing. He was a faithful churchgoer and, in turn, his church was absolutely remarkable with him. Every morning and every evening he had folks over at his house helping him out, assistance that supplemented that naturally provided by the system. It was amazing and he prospered with it.

I think a lot of people are in a similar situation. It seems like in society we’ve become more isolative and less communal with one another. We’re less transparent and less vulnerable with one another. Some people seem to want the “system” to do everything, while other people seem to feel like the system only creates dependence. The truth, I think, is somewhere in the middle.

We say we care, but do we live it?

We say we love one another, but are we showing it?

One of my core faith beliefs is simple – we are responsible for one another. Some people require a lot more time and attention and hands-on presence. Some people will seek too much. Some people will become dependent. Some people may even betray us. But, it seems like our cynicism is getting the best of us and we so seldom get involved in each other’s lives. I suppose I don’t help the matter in my own case, because I’m naturally isolative and, if I’m being honest, by the time I notice things are out of control they’re typically really out of control.

As I was leaving my appointment with one physician this week, I found myself incredibly dismayed to realize that during an appointment where I acknowledged concerns with skin integrity, body function and shoulder pain that this person hadn’t sought to actually examine me even once. There wasn’t a look or a touch. There was a discussion. There was research and, yes, I think this physician trusts my opinion. But, it felt like there was a disconnect. So, healthcare’s not affordable and it’s disconnected from the person? I had a similar disappointment while at a dentist this week. If you’ve ever seen me, you know that my teeth are in pretty bad shape. Between some early life damage and my natural health issues along with my own issues with self-care, I’m at a point where some serious work needs to be done. The physician in this case was patient and understanding, but the hygienist exhibited a tremendous lack of compassion that left me wondering if I’d return. By the end of the week, I began to feel like I was facing insurmountable obstacles.

There are no easy answers, but I do know we can’t continue “as is” and hope to maintain our society. I don’t believe that affordable healthcare is a luxury. I believe it’s a necessity for a stable society. I also don’t believe we can continue down this path of isolation and not caring about one another. Again, I don’t think there are easy answers. But, there are answers and I believe it begins with me and you.

When I wrote “The Hallelujah Life,” had a vision of becoming more transparent in my daily life. My next book will up the ante quite a bit in dealing with many of these issues. I’ve always struggled with casual friendships and relationships, because I’m naturally an invested person. When I ask “How are you?” I really want to know. While I’m not great at being a physically supportive person, you’d be hard-pressed to find a more emotionally present and available person. My needs, quite obviously, are more physical than emotional.

I believe we’ve got to start re-growing our sense of compassion for one another. Too often, we’re content to let others address a need or to let a system address a need. WE have to be willing to address the needs that we see in our daily lives. We’ve simply got to become more inclusive with one another, including involving those in our lives who may require a bit more work. Every single day of my life for the past 15 years I’ve told at least one stranger that they are beautiful. That may sound random and not particularly involved, but you’d be amazed at its impact. I think it’s grounded mostly in becoming more observant of those around me. If I’m actually looking at you, I’m much more likely to see your needs.

That mother in Wal-Mart who is having trouble managing a child? Rather than judging, why not try to help?

That person you know who’s always dressed in dirty clothes (No, not me!)? Why not offer to help with their laundry?

We all know someone or many someones who need help or hugs or assistance or whatever. I’m not talking about the “when it’s convenient” assistance, but when it’s actually needed. I’m talking about the kind of relationship that, perhaps, is much like the L’Arche communities where those with disabilities and those who are considered able live together in community and are valued for their contributions. I personally think that such an arrangement is far more beneficial for everyone involved than a system, like most disability services, that too often victimizes rather than empowers.

I finished my week off realizing that some things in my own life have to change in order to adapt to living in the body of a 40+ year old with spina bifida. But, I refuse to become anything less than the vibrant, productive and workaholic gimp that I have been in the 20 years since I left disability. The simple truth is that I’m starting to realize that I need community and I have complete faith that community still needs me.

The needs have changed but the truth remains the same.

Love is more powerful than disability. Now, I just have to figure out how to live into that.

The Gimp Goes Birding

Business Name: Wild Birds Unlimited
Location: 4040 East 82nd Street, Indianapolis, IN 46250
Date: March 27,2013

  • Accessibility- ***
  • Performance/Reliability: – ****
  • Problem-Solving/Conflict Resolution: *** 1/2
  • The Intangibles- ***1/2
  • Overall Experience- *** 1/2

I was unwinding today after a pastoral power lunch. Okay, actually I was simply sharing a meal with my district executive. It’s kind of the same thing. Anyway, after the lunch I decided to unwind by visiting some neighborhood stores that I’d been meaning to get to but had never found the time. Since I’m sort of on a mini-vacation this week, I had the time.

Wild Birds Unlimited has been on my list to visit for quite some time, though I will confess I was immediately thrown off because, quite honestly, I thought they had birds. They are called “Wild Birds Unlimited,” after all. Despite the name, they don’t actually carry birds but they carry just about everything related to birds including just about anything you’d need to maintain a bird habitat at your home including bird foods of a wide variety, birdhouses, bird-themed products and other odds n’ ends. As I was really hoping to check out birds, I was just a touch disappointed.

I had to chuckle because one of the items available at Wild Birds Unlimited was a nature-themed doormat encouraging people to patronize local businesses. That seems a bit weird since Wild Birds Unlimited is not actually a local business, but an Indianapolis location for a national chain. That said, I quickly abandoned my cynicism and found myself enjoying the experience of shopping at this clearly more upscale targeted retail outlet. While this location is located in a definite upscale area, I was pleasantly surprised with many of the prices. While prices varied quite a bit, I was impressed that someone wanting to experiment with attracting birds could easily get started for a pretty modest investment. Indianapolis just had a major snowstorm, so I can easily admit that I’m not quite at that point of wanting to invest in lawn/outdoor goods yet. However, Wild Birds Unlimited is a definite place to consider if you’re wanting to get serious about attracting birds and would like to utilize quality products. You can certainly find cheaper at Wal-Mart or Dollar General, but there was simply no question that these products were of a higher quality.

Wild Birds Unlimited is located in a strip mall in a comfortably middle class area with quite a bit of retail and office space to be found. The store is surrounded by other businesses, with a Nordstrom Rack and a BuyBuy Baby directly in the vicinity. While many of the stores in this area have automatic glass doors, Wild Birds Unlimited had two glass doors to enter that I found just a bit heavy. They had ample staff available to be helpful, but I could definitely see someone with mobility issues or range-of-motion issues struggling with the doors. As you enter, the sales counter is directly in front of you and to the left and right are sales areas. The right seemed to focus on a wide variety of clearly marked bird foods, while the left had mostly decorative items, lawn items and some odds n’ ends ranging from nature type music to items for children. As you go around and hit the back of the store, you also find quite a few bird feeders along with more food.

No birds. I really wanted birds.

I didn’t have much in the way of difficulty maneuvering the entire store, though there was one location where I had to move a chair to get through. That said, I have a smaller manual wheelchair. I definitely think some of the areas would be incredibly tight for a power wheelchair or a scooter. While the store isn’t loaded down with breakables, there were breakables around and extra caution if you have more than a manual chair would be advised. The actual sales counter is a tad high for wheelchairs, but the entire staff seemed to be pretty casual and very helpful. As it was obvious I was leaving, one of the employees talked briefly with me and then handed me one of their hobby guides. While this could have felt like a sales “nudge,” it didn’t. It was genuinely helpful and appreciated. She then offered to get the door, which I accepted.

In this location, I didn’t purchase anything though I wouldn’t be too surprised if I return once Spring really sets in (I hope it will) in Indianapolis. Having occasionally purchased birdhouses and food at various discount outlets, I was rather pleased to see that I could become more serious about creating a sanctuary in my own home and could do so affordably. For those of us who aren’t particularly good with traditional pets, it’s a terrific option to create a more nature-centered setting in and around the home.

In terms of accessibility, I was a bit dismayed by the doors and some of the tight squeezes around the store. However, solid customer service and overall helpfulness can easily help overcome many obstacles and definitely did so in this case. For more information on Wild Birds Unlimited and locations around the country, check out the Wild Birds Unlimited website.

 

 

The Gimp Gets Contained

Business Name: The Container Store
Location: 4120 East 82nd Street, Indpls., IN 46250
Date: March 27,2013

  • Accessibility- ***1/2
  • Performance/Reliability: – ****
  • Problem-Solving/Conflict Resolution: ****
  • The Intangibles- ****
  • Overall Experience- ****

Have you ever had a store that you just kept meaning to get to?

Located in the Shops at Rivers Edge on Indy’s Northeastside, The Container Store is the Indianapolis location for a national chain of retailers dedicated to everything you can possibly think of related to organizing the home, the home office and pretty much every room in a home. The Container Store piqued my interest even further by being named one of the 100 Best Companies to Work For by Fortune Magazine, a recognition that seemed on fully display at this location as everyone in the store was friendly, helpful and available to the max without ever becoming intrusive.

In full disclosure, I must acknowledge that my first visit to this store earlier today found me face-to-face with a friend of mine whom I had no idea worked at The Container Store. So, my honest guess is that her presence upped the helpfulness just a little bit. That said, she was working the front of the store and even without her around I found the entire crew to be rock solid in attitude and service. The Container Store is located in a fairly upscale strip mall in a fairly upscale neighborhood. While it definitely has affordable storage options, a quick perusal of the store left me with the feeling that their primary target would be the middle class family who can afford modestly upscale storage options.

If I’m being honest, I tend to be a bit of a slob and that has led to more than a few interesting retail experiences when I visit businesses in this neighborhood. However, I was pleasantly surprised at The Container Store. As I noted, the store is located in a strip mall that has been renovated in the past year or so. This means, of course, that accessible parking and curb cuts are all in place. There were at least four parking spots meeting ADA requirements directly in front of the store’s entrance along with the ADA compliant curb cut with no structural issues. As I saw quite a few elderly customers, this is particularly important with the potential for mobility issues.

The front door was also better than expected with an automated glass door that makes entrance into The Container Store super easy. The store’s layout is eye-poppingly bright with storage all over the place. As you enter the store you are immediately face-to-face with the checkout area that, it seemed, is always staffed. It’s a lower counter, which is a definite plus that allows for direct eye contact and easy maneuverability for folks in wheelchairs. It’s also low enough that I could have leaned on the counter if I needed to write or sign a credit card slip. I’m still always amazed how many businesses still use high counters. So, kudos to The Container Store for some forward thinking.

If you go past the checkout counter, you immediately go to the bookshelves/business type storage straight ahead. It seemed like to the left you had mostly kitchen-oriented storage, while the right brings you a wide variety of miscellaneous shelving. It is worth noting something that was acknowledged as I was talking to my friend at the counter – The Container Store is filled almost to its ceiling with shelving and, quite honestly, there’s almost no way that an individual with mobility issues could fetch for themselves without significant assistance. This isn’t exactly rare in retail. After all, maximizing space is always of the utmost importance. I’d have to say, however, that The Container Store probably goes a bit overboard. As someone who tries to be as independent as possible, I always find it difficult to repeatedly ask for help. There’s also a psychology to sales that can’t be ignored. If the item gets in your hands, there’s a greater likelihood you’re going to buy it. This is especially true if the sales associate is right there with you. After all, if I’ve asked for help to get an item then that increases the sense of “I should buy this.”

Or, I just don’t ask.

Despite my concerns with the high shelves, the aisles themselves are all wheelchair accessible. Though, as a slight counterpoint there’s no way that a shopping cart and a wheelchair would fit through an aisle. So, I won’t be playing any games of chicken in The Container Store. On more than one occasion, I found it necessary to head down a different aisle because the aisle I’d intended to take was too crowded. While theoretically this can happen in any store and is part of life, as a retailer it’s worth noting because that’s one aisle of products I may or may not come into contact with and consider for purchase.

Overall, The Container Store was a pleasant experience. While the high shelves were frustrating, it’s easy to picture that the available staff would easily compensate for the frustration. The store offers easy access into and around the location with no architectural barriers other than modestly narrow aisles that occasionally led to detours. While I didn’t make a purchase on this particular visit, I found myself eyeing several items and fairly certain I’d be returning in the near future as I felt comfortable and valued as a consumer with a disability who might need just a bit of assistance while shopping.

For more information on The Container Store, visit The Container Store website.

The Gimp Rant #32: Customer Service Is How You Operate

Sometimes, the nicest employees in the world can’t overcome an organization’s operational issues. Today was an example of this fundamental truth for me. Since I started writing about customer service, I’ve found myself more acutely aware of when things go awry. I’ve also found myself willing to express concerns when the “basics” are lacking. Believe it or not, a good majority of my posts here are not done because I really want to complain but because I do believe there’s a “teachable moment” to be found in the experience. It’s one thing to complain, but it’s another thing to be part of the solution. It’s my hope, at least most of the time, that by sharing my own experiences that I can be part of creating a dialogue and creating a solution.

Twice today I found myself experiencing what felt like basic customer service issues that left me exiting the business unhappy with my experience and discouraged from returning. In both cases, I did complete a purchase. However, in one case the purchase was less than originally planned and in the other case the issue occurred during the checkout process.

The first experience happened at the Fry’s Electronics in Fishers, Indiana. I’ve reviewed a Fry’s experience previously here on The Gimp Goes Shopping, but the purpose of  this “rant” isn’t so much to review accessibility as it is to look at how poor operations can impact a customer service experience. Fry’s is one of those places that could easily be described as nerd heaven, a wondrous mixture of everything technological along with a variety of electronics, appliances and other gadgets for the home. It’s also a terrific and pretty comprehensive resource for music and software. Today, it was a quest for software that had me headed out to Fry’s. While not exactly in a convenient location, Fry’s is probably a “destination” spot for me about once a month when the need for something computer or electronic related surfaces. Additionally, it’s a big enough store that occasional window shopping is a great way to kill time before catching a flick at the nearby movie theater. I must confess that I’ve periodically left this particular Fry’s rather dismayed by its customer service, a result of an abundance of employees and a general lack of helpfulness.

There are times that I’ve called Fry’s “The Wal-Mart of Electronics.” In case you’re wondering, that’s not a compliment.

When Fry’s opened in this location, it was quite the opposite. The store has always been well staffed and early on you could hardly move more than 20 feet without getting a “Can I help you?” While it’s unlikely that you’ll make it through the store without getting some sort of offer for help, more often than not it arrives when you’re not in your desired section. As I was browsing the store today, I was immediately struck by a far greater number of sales than I usually see in the store. While Fry’s runs ads on pretty much a daily basis, their “clearance” and “open box” type sales are usually fairly select. Today, it seemed like every section had multiple items on sale or on clearance.

The problem? They either weren’t priced, weren’t correctly labeled or were located next to a label that wasn’t accurate. On multiple occasions, I found myself closing examining an item that was marked as on sale only to realize the label directly under it was incorrect. Time and again, either the price or the item were incorrect. There were also several times when items were just plain not marked – a major pet peeve of mine. While I willingly sought price help on one item, for the most part such a dilemma is met with simply putting the item down and moving on.

I finally found one of two software items that I was looking for and headed towards the cashier with that item in tow, a logo design software that was clearly next to a label describing the item as on sale for $4.99. While the “label” simply described the item, the description matched the box and I figured I was safe.

I figured wrong.

I arrived at the cashier with my software along with another item. The cashier said $42+ some change. I replied that the total was too high as the software was on sale. The cashier responded that it was $29.99 and did not offer to look it up or to check or to further inquire. Being that this was substantially higher than I expected, I responded that I didn’t want it. So, I left with the other item.

Because I was rushing to get home before a freak late March Indiana snowstorm, I didn’t do my usual thing and take my purchased item out to the car before returning to go check the price again. Rest assured that I’m aware that the customer is not always right, but in this case I was quite certain and had verified that the item listed as $4.99 was correctly described on the tag and on the box. While it’s entirely possible that what I attempted to purchase was a variation of that product by the same manufacturer, the simple fact is that poor labeling and a poor response to the entire situation left me leaving Fry’s wondering why I’d wasted the gas, my time and my energy to go to the place. What good is it to have a broad software selection if it’s not accurately labeled and priced?

I instantly thought to myself “This is why people shop in retail stores, then buy on line.” For the record Fry’s, this is exactly what I did. I came home, looked online and found the item at a great price online. I bought it without any hassles and without getting a bad taste in my mouth from inadequate customer service. Now then, you could say “Big deal. It was only a $4.99 sale.” True. But, do you really think I’ll head back to Fry’s the next time I need software?

It’s simple. Correctly label your products – including your sale products. THEN, if there’s a discrepancy at the counter try to resolve it. I wasn’t rude to the salesperson. I wasn’t someone they were trying to rush out. If I’d have been wrong, I’d have accepted it and been grateful that you took my concern seriously. In fact, in all likelihood I’d have headed back to the software aisle to try to find something else to meet my needs. Instead, I just wanted to get out.

My second experience occurred right after this one as I was on my way home.

I barely beat the snowstorm!

I stopped in at a local Walgreen’s at the corner of 75th & Shadeland in Indianapolis. It’s a Walgreen’s that I used to frequent a lot when I worked in the neighborhood, but now that I’ve moved to a different office it’s only an occasional stop. It’s one of the more upscale Walgreen’s that received the upgraded food selections and some serious renovations recently. The employees are generally friendly, while customers tend to be a bit more upscale due to the neighborhood being adjacent to a medical center and several office parks.

I’d decided to pick up a few items since the aforementioned snowstorm was due to arrive and I fully expect that getting out tomorrow will be difficult. Since I’m actually on vacation this week, I fully intend to hang out on my computer and munch on snacks until the roads are clear. Today, one of the employees working happened to be a very pretty and sociable young blonde who, if I’m being honest, was getting more than her share of looks from male customers. I’d venture to say that she was enjoying the attention, but she was also working and quite friendly with everyone.

I picked up a few items and headed for the cash register with one customer in front of me. I arrived and was waiting when another male customer came up behind me and got in line along with another customer behind him. Because I’d seen this person in the store, I was aware that he was a friend of the gentleman in front of me. However, he was clearly not in line when I arrived and I was clearly in line.

When the line reached three, the cashier called for back-up and up came the previously mentioned pretty blonde employee. The gentleman behind me immediately cut in front of me and proceeded to go up to her register.

Now then, a good majority of us have probably experienced being cut in front of when in line. It happens. Sometimes, we say something. Sometimes, we don’t. Sometimes, a simple dirty look suffices. When things work like they are supposed to, the store employee will calmly and politely say “Sir, I’ll be with you in a moment but this customer was in line in front of you.”

That’s the way it should work. Simple. Polite. Direct. Unfortunately, in this case neither employee said anything and this jackass of a customer proceeded to make a fool of himself trying to flirt. She completed the sale and he went on his way with his buddy. I paid for my items at the original cashier’s terminal, but made a point of observing that I’d been cut in line. This cashier, as well, acknowledged that it had occurred.

I wanted to say “So, you knew you provided bad customer service?”

I’ll admit that I tend to be a rather passive individual. I avoid conflict whenever possible, and this person seemed more than a little like a person who wouldn’t mind getting into a conflict. I could have raised a scene or, preferably, one of these employees could have honored their obligations and served the customers in the correct order. This blonde employee could have easily said (and trust me, he would have listened) “Sir, I’ll be happy to serve you but let me get this guy first.”

That would have been customer service. Instead, I felt dismissed and, once again, left the store with a bad taste in my mouth from a simple act of bad customer service.