1:36 p.m.: I’m looking at a sea of people converging and dissecting one another, selecting their lunch at a local grocery store with a sense of purpose and commitment. As I stare up at the menu board, I feel like I’m standing still and the world is moving around me. I make my selection, wait the appropriate amount of time for the clerk to crack a witty remark to her co-worker about how much they “love their jobs” and can’t wait to go home before they notice I’m standing there.
1:39 p.m.: I’m not outraged or in a hurry, so I decide to play this out and see what happens. Once acknowledged, I place an order for a mouthwatering, refreshing smoothie and receive a warm, “No problem! I’ll have that ready for you in a minute.” Then I step aside. At that moment, the relief walks up and asks to be brought up to speed as to what has happened during the shift.
1:41 p.m.: I’m not bothered. Waiting for a shift change report between peers seems logical. Although, to my surprise, the not so private, loud, and apparently humorous conversation begins with playful banter about last night’s great Halloween party, which the day shift employee missed because of “work.” He further says he shouldn’t be working because he’s so hung-over.
1:47 p.m.: By this time, I’m not the only patron waiting for assistance. When other customers ask me if I’ve been helped, I smile and say, “Yes,” and to make it obvious, I stand to the side of the counter. Then, like most people with smart phones, I try to appear to be busy by checking emails, Facebook, and looking around at the hustle and bustle. I also shake hands with a friend as he’s hurriedly moving to the check out with lunch in his other hand
1:50 p.m.: Under normal circumstances, I would have left, but again, I wasn’t in a rush, as my next appointment was at 2:30 p.m., and I really wanted the smoothie. If you’re keeping track, we’re up to 14 minutes of wait time. The day shift clerk casually asks me to remind him of what I ordered. I reply as if it were my first request without a sense of frustration. He says, “I’m so sorry! I’ll get that going right away!” Which he did.
1:53 p.m. I get my beloved smoothie and proceed to the checkout. All is well. Or is it?
Craig Miller is the Founder & Director of B2B Networking Chattanooga, for more information go to: www.b2bnetworkingchattanooga.com or contact him at info@b2bnetworkingchattanooga.com