April 9, 2010
Hijacking, At Your Service
“Hello, may I help you?” the pretty young clerk asked me with a smile.
Yay! It’s my turn! After a long wait in line at the bakery, standing there enduring all those sumptuous sights and scents, I was practically drooling with excitement to place my order.
But in the micro-moment it took me to step forward and open my mouth, without any warning at all, someone hijacked my service provider!
“Hey Polly, did Mark tell you that we’re putting the muffins on the top rack now?” her co-worker hollered from behind the display case. Instead of maintaining contact with me, Polly turned her attention away.
“That man is so cute, I’m thinking about fixing him up with my little sister, Janine. Do you think they’d make a good couple? I’m not sure, but I think it could work….”
HEY! I thought. I’ve been waiting here for 15 minutes to hand you money, and now I have to wait even longer so you can discuss the social lives of people I don’t even know before you do business with me? I was fuming.
It only took a moment to have their little chat, but in that moment, these employees cost the bakery a customer. (And yes, you can be sure I let the owner know – politely, but firmly – just how disappointed I was in the service.)
Have you ever had your service hijacked? Isn’t it frustrating?! As a paying customer who waits patiently to be served, you have a right to expect the full, undivided attention of a service provider – and the right to take your business elsewhere when you don’t get it. After all, voting with your dollars is one of the best ways to be heard.
Then again, reconsidering your own behavior is one of the best ways to change the world. As it turns out, customers hijack each other’s turn all the time. (I just have a quick question…. or This will only take a second….)
If you’ve ever been a victim of such behavior – from a fellow customer or a professional – you know just how off-putting it can be. As we all know, even a brief interruption is still an interruption.
So I encourage you to make a personal commitment today: don’t be a hijacker! Always give people due time, adequate space and privacy to conduct business without distraction. It may be a small step, but it moves us all toward a more respectful world.
