Not to
long ago I passed a sign on a McDonald's Restaurant that said they were hiring
"Smiling Faces" and I had to drive around the block to take a picture
of the sign. I visit McDonald's very often and lately there are not many
"Smiling Faces".
Actually
there are not many "Smiling Faces" anywhere I go where there is a employee - customer connection.
This
morning at McDonald's I was attended to by a robot impersonator. The individual
did not smile, actually no expression. I was asked what I wanted, my response
"Senior Coffee" (because I can) with a smile. Then with the same
non-expression the attendant said "Cream or sugar", I said
"No" and then I added "I would like a Hash Brown". As the
conversation went on the same non-expression until I paid. She turned around,
got my coffee, and said "This-is-your-coffee" - almost like a
computer - and like I would not have known what it was.
Theory:
McDonald's employees are being trained so that when they are replaced with
robots we will not notice the difference. Warning: The Kiosks are only the
beginning.
This is
not happening at just McDonald's; but at Burger King, Starbucks, Panera Bread, department stores, and on, and on, and on.
At a
Burger King we had an experience which was unbeatable. The manager was LOUD,
loud enough to be offensive. She appeared to yell at everyone in the kitchen.
My wife said "She is nasty" and my wife is not usually one to
respond. The individual employees were pleasant but real quiet, almost a
whisper. We did go to another Burger King and it was not the same.
I
stopped going to Starbucks some time ago, and not because of the price. For
years I held their Gold Card. The Barista training has changed, they do not
have time to be pleasant, just get the order out the door. My first thought was
time for pleasantness must reduce the ROI.
PF
Chang's, one of the places we used to love. We went in one day last summer and it
was so hot, very hot inside. An employee said they had been there for a number
of years and this was the way it is every summer - management won't, or can't
fix the AC. I suspect "won't". This is also the same management that
cut out all the little niceties that we liked at PF Chang's. They also cut the
staff and I am sure it is in their quest to increase the ROI.
Perhaps is it ROI, however, attitude
appears to becoming part of a national problem. I am finding very few pleasant
people in most of any retail business - restaurants, stores - including the big
ones. I get better treatment online. Yes I may have to deal with a chat environment but at least they say "Hello" and "How can I help your today?" It may be a script but it plays better on a screen than a script used by an employee at a fast food chain, restaurant, or large department store.
Kindness
in our dealing with people is disappearing. Actually Kindness is only
celebrated by Ellen DeGeneres. I do hear "Be Kind" in places but
practice? Hmm…..
One
could reflect on our current political stage as an example. We witness
political actions in which demeaning people is the way to go. This occurs in
BOTH political parties. Civility is a thing of the past. I suspect showing courtesy, or respect for someone must
be looked upon as making one weak. Sadly some take this as a mandate on how
they should act to everyone. You have to
put down your rival - even in your own political party - and in your business
Life.
Sadly,
some only Live by putting down someone else. I suspect it is their way of
feeling better about themselves.
The
world may be watching, but sadly the kids are learning. I grew up on the Golden Rule, perhaps the perception is changing.
