Don’t Stiff Your Customers 
for a Measly $11

A few evenings ago, I was sent on a mission to pick up a few things. I had been sorting out my piggy bank and presented 44 quarters to the cashier for payment.

The usually polite clerk was not busy, so I was stunned when the mood of our transaction shifted. With no eye contact, the $11 was counted and a request was made on the hot line for a counting tube. I waited while she recounted and wrapped the coin, (an obviously staged lesson for me).

I regularly shop at this store; many of the people who work there know me by name. I feel like they appreciate my business so I return and buy more stuff from them. This feeling of being appreciated is what a quality minded company must impart to customers to grow and prosper.

Communication is the most important link to customer satisfaction. When things go right or wrong, with a product or service, how the buyer is treated is crucial to the future of the relationship. 
We all have had problems with a business. As long as we are treated well and there is a good outcome, we don’t get mad. 

The indignant clerk became more perturbed when the total of my purchases were less than $11 and she had to make change. Then she made it clear to me I couldn’t read ... I was in the “Quick Checkout” and I had to be reprimanded again. After all, I did have 2 more items than store policy allowed! 

I have learned about discipline and rules. Sister Ann Regina felt it necessary to swat my knuckles with a ruler to teach me! I am getting to be a cantankerous old Grandpa now, and I don’t appreciate being swatted by someone who obviously can’t measure quality ... but still wants my $11! 

John P. Wickern