Last night I was in the checkout line of my local super market. I only had a few items and needed to decide between self serve and full service checkout. Two of the self check counters were open and being used by a customer each. The one checkout counter with a cashier had two customers in line, each with small orders. I have used those self check scanners in the past and find them easy to use, however, often, I find myself stuck behind a customer who is not quite sure where to insert the cash for their purchase or how to scan their coupons.
So I got in line at the counter served by a cashier. While in line several things became very clear to me. First, as usual, I saw that the customers checking themselves out were having trouble scanning their purchase. Repeatedly they tried to line up the bar-code with the laser only to be denied with that awkward silence of no code being read. I could see their frustration building and annoyance on their faces. The machine's screen blinked and requested the next item to be scanned.
Next I noticed that the line I was in was moving along rather quickly. The cashier deftly scanned and bagged at the same time. Talk about efficiency.
Perhaps most importantly she was friendly, personable, answered some questions about a sale in the store and knew what broccoli rabe looked like. She was a real pro!
She knew another customer walking in by name and said hello. Not just as cursory greeting but sincere and authentic. Meanwhile the self serve machine beeped as it rejected the customers wrinkled twenty.
As my turn came up, I saw that the self serve customers were still cursing at the machine while the cashier I was waiting for had already served two customers and was now ready for me. I knew she must have been working for hours, yet, she was still pleasant and friendly. As she began to ring up my order a neighbor of mine, who I had not had a chance to speak to since winter finally broke, got in line behind me. Since I had a professional taking care of my order I could enjoy a few moments to quickly catch up with my friend and enjoy a warm hello. When the cashier totaled my order she also let me know she had a coupon for one of my items that she used and saved me a buck-fifty.
Lessons learned :
Always work with a professional
Convenience is not always cheaper or faster and more often far from better.
Full service does not cost more than half service or do it yourself no service.
Machines don't buy houses, sell houses or give referrals.
Saying hello and thank you to people you encounter throughout the day is priceless.
