Culture Box
We have decided that we rather like the film Pretty Woman, and no, not because it’s a sort of modern-day Cinderella story; although that is as good a reason as any. And who couldn’t do with a happy-ending story these days, even if it were filmed in 1990.
Apart from its feel-good, fairy-tale value, there is a scene that we feel should form part of all service staff training programmes. It is the one where Vivian (Julia Roberts) returns to the Rodeo Drive boutique, where the staff had earlier refused to serve her. Only this time, she’s dressed to kill; perfectly accessorised with matching hat, gloves and shoes and she carries bags with a few of her purchases. When the attendants rush to her aid, she reminds them that they had dissed her earlier because of how she looked and waltzes out with these parting words: “big, big mistake”.
Anyone who has ever put up with an uncouth, lethargic or prejudiced sales or service person would wish that scene were real life. Some of them just deserve to feel bad or better yet to have their bosses observe that you had taken your business elsewhere.
We have encountered what we believe to be more than our fair share of such people over the past week or so and we are beginning to wonder if it’s the beginning of an epidemic; some sort of ‘don’t-give-a-rat’s-behindspirosis’ brought on by the flooding or the global economic crisis or a combination of both.
First there was the tired Regent Street sales person—and this is at 9.15 am—who stood yawning, exposing right down to her wisdom teeth at the front of her employer’s store. After waiting a while for her to close her mouth and sigh, we asked for the item we wanted. Knitting her brow as if we were speaking a foreign language, she said “Me an no if we ga duh”. Then, preposterously, added, “yuh gaffa guh down ah de back and axe”. “Gaffa?” No, we know what we had to do. We smiled, turned and headed out of the store. The poor dear had obviously had a packed Friday night. And who knows what was happening ‘down ah de back’?
We found the item in a store two doors down where the staff were at least awake and polite. We resisted the urge to pass back, a la Julia Roberts. It would have been lost on her anyhow, that is if she was still awake.
Then there was the waiter at a big hotel that has changed hands and seems to be headed on a downward spiral. He brought our drinks and then suddenly got very busy. We could see him passing, taking other orders, serving. Eventually, half-starved, we called him back, having since snagged another table’s waitress—who we believe should be promoted to train all the waiting staff, as she has it down to an art—and replenished our drinks.
We waited so long after placing our food order that we were fully starved and almost tipsy, which was one of the reasons we didn’t walk out and leave him to pay for the food. We instead gave him a good piece of our minds. He stood there and took it but we’re not sure if it was with meekness or if it was a case of ‘don’t-give-a-rat’s-behindspirosis’.
There were a few other irritating moments, but the third big one was the sales clerk at a huge store which advertises ‘customer service’ as one of its qualities. The encounter with him was not face-to-face. But he was so abrupt on the telephone we can only imagine that we must have called just as he was about to take a bathroom break. After we asked about the item we needed, there was a long pause. You know those ‘this is what you called to ask me, why don’t you come to the store’ pauses? One of those. Then, in a weary, long-suffering voice he informed us that the prices of the product we sought ranged between $17,000 and $87,000 (helpful, right?) and hung up the phone, blam! There was no attempt to sell the item to us. No mention of the brands available or question as to our needs so that he could advise us on which would be best suited to us. Nice. At least we know where we are not buying that particular item.
We have also heard complaints from some of our colleagues and so we are concerned at how widespread this disease might be. We feel there is need for treatment. Meantime, our antidote is ‘find another store/bar/restaurant’. But we fear there may be a time when it will run out. (thescene@stabroeknews.com)
