Talkative Service Workers - Good or Bad?

[cardaway]

At Target, McD's, Disney, or anywhere else... does it bother you or make you happy when the folks working there strike up long conversations?

At Disney especially I have found this annoying. One of the reasons some of the serivce lines are so long is because the CM's strike up conversations and don't keep the line moving. Happens at City Hall, WoD, all counter service places, and especially during resort check in.

But lately it seems to be all the rage. I was at least five deep in a line at Target the other day, and finally noticed the reason for the long wait is this woman checker was chatting up another woman customer.

I think it's perfectly fine if there is no line, but when the line is long IMO it's just plain bad customer service to all those in still in line.

 

[Free4Life11]

Bad.

I work at a movie theatre and do not do small talk. If they ask me a question, I'll answer but I wont start a conversation.

 

[luvmydogs]

When I worked retail in high school and college, service to *all* customers was stressed--including those waiting in line. There is nothing wrong with a "Hello, how are you today?" along with a smile from a cashier, as long as they're ringing up merchandise as they go along. It's a very simple and efficient way of acknowledging the customer you're helping, all the while keeping the line moving, and the wait minimal. We were certainly not allowed to talk to other cashiers about personal issues while at the register or have a phone customer take precedence over one in the store--those two things drive me crazy!

 

[cardaway]

I work at a movie theatre and do not do small talk. If they ask me a question, I'll answer but I wont start a conversation.

A theater (live or cinema) is the one place I have never seen this. Guess they realize people are in a hurry to meet showtime.

There is nothing wrong with a "Hello, how are you today?" along with a smile from a cashier, as long as they're ringing up merchandise as they go along. It's a very simple and efficient way of acknowledging the customer you're helping, all the while keeping the line moving, and the wait minimal.

Agreed, no problem with that. But so many go on and on after the transaction has completed, or they haven't even started the transaction.

 

[luvmydogs]

A theater (live or cinema) is the one place I have never seen this. Guess they realize people are in a hurry to meet showtime.

...Agreed, no problem with that. But so many go on and on after the transaction has completed, or they haven't even started the transaction.

Yeah, and they'll be talking about something else other than the fact that this is the express line, and the person they're ringing up has a full cart!

And while I'm at it (the Gay Lifestyle Choice thread has me all riled up), how about customers who are paying by check but wait for the entire transaction is over before they start filling it out! Geez, at least fill in the store's name or sign yours or something--let's go already!

 

[Nite0wl71]

I agree I think a smile and a hello are fine with a thank you at the end, but the new secret shopper survey we have where I work will take off points if you do not engage in small talk during the transaction.

Which doesn't make sense because they also take off points for how long they have to wait from the time they get in line until they finish their transaction. We got 1 point out of 6 because it took 5 min and only 2 customers were ahead of them and 3 checkouts were open

This also includes the pharmacy, camera, and service desk.

 

[Free4Life11]

A theater (live or cinema) is the one place I have never seen this. Guess they realize people are in a hurry to meet showtime.

One guy used to go one and on with people, "What movie are you seeing? How's your day?" And people ALWAYS had to wait. Eventually he was fired.

Then again we've got people who don't say anthing and are slow as slugs

One of the things I hated about working at Staples was the mystery shopper program -- there's just no way I could do all of those things with each and every customer!

 

[pearlieq]

The basic "Hi", "How are you?", "Did you find everything OK?" are fine by me, but I'm usually more uncomfortable than appreciative if the chit-chat goes beyond that. I would be especially peeved if people were holding up the line to chat.

 

[disneynutt1225]

One of the things I hated about working at Staples was the mystery shopper program -- there's just no way I could do all of those things with each and every customer!

I had that problem when I worked there, too!

 

[Free4Life11]

I had that problem when I worked there, too!

See I understood the concept but it was just TOO MUCH! And we really got talked to if we weren't at 100%.

 

[disneynutt1225]

And we really got talked to if we weren't at 100%.

You're not kidding. It was even worse if you worked in Copy and Print Center and didn't get 100%. I was severely lectured that time!

 

[ericamanda01]

I look forward to the thread next week about the cashier who wasn't talkative enough. Some people feel that if they don't get enough small talk that they are being rushed out of the store or the cashier is being rude. Oh well I guess there is no way to please all of the people all of the time. By the way this was no way a slam against anyone in posting in this thread. It was just an observation.

 

[PeterPanette]

Heck, I'll talk to anybody at any time. I enjoy people. BUT...I also grow very uncomfortable if there is a line of people behind me, wanting to kill me because they think I'm slowing down the line by reciprocating friendly conversation with a cashier...so I'll do my best to politely tamp it down.

In November of 2004, hubby and I were at WDW, enjoying a Dole Whip on the little black volcanic rock bench thing. This friendly little Disney security guy walks up to us and starts talking. Well, he would NOT shut up! hahaa! Bless him. I bet we sat there for an hour and a half...no exaggerating, while he went on and on. Finally, I just had to stand up and start moving away from him, and hubby followed suit. We finally said, "Well, look at the time! It's been great talking to you, gotta go!"

What did he talk about for an hour and a half? Well, he started off by letting us know that he was brand new at Disney, having just returned from the Iraq war. He had us hooked. He told us all about his time over there, about his fellow soldiers, etc. He then began a long description of the bathroom habits of Iraqi's. And how he invented some type of cone contraption for the female soldiers to be able to stand up while they "went", and how grateful they all were to him, granting him some type of apparent cult hero status. And so on and so forth.

I wish I could remember his name....I thought I'd never forget it. As we walked away from him, I told my husband that I sure hoped that he didn't get in trouble with Disney for standing around so long. A few other Security people walked by us several times as he was talking to us, kinda giving him the eye. Luckily, we weren't in a hurry, and we let him ramble. I hope he's doing well and still talking...wherever he is today.



Charlene

 

[MoniqueU]

I used to not mind it and would talk to anyone about anything. Now not so much. I will however strike up a conversation with those that wait on me on a regular basis like the pharmacist tech that just had a baby or the dry cleaner or the grocery store clerk I recognize. Nothing long winded but just a how are things going type thing.

 

[Divamomto3]

I just posted a thread about this yesterday. My Target cashier would NOT stop talking to me and commenting about everything I bought. A few DIS'ers made me feel unfriendly, but honestly, it annoys the heck out of me. Call me a crotchedy New Englander, but ring up my stuff and let me out!

 

[LukenDC]

It usually does not bother me. However, when I was at 1900 Park Fare last year, one of the servers began telling me about her unhappy marriage and how her husband is "no fun." She wanted to get a divorce, but had already invested many years of her life in the marriage. I listened patiently, but it made me uncomfortable. That was WAY too much information for a Sunday morning!

 

[GoofieRuthie]

I appologize in advance for my mom. I know that some have you must have been behind her in a store. She does not know a stranger and will unload her whole life history to anyone that will listen. I always ask, "who was that?". Her reply, "I don't know." UGH!

I am a teller at a bank. We also have secret shoppers in person and on the phone. We have to make eye contact, have a greeting, use their name at least once, make some type of small talk (say they have a nice shirt or something), then thank them. I HATE asking some people how they are today, because they want to go on for days. Others won't even say hi, bye, or kiss my toe. Like someone else said, you are darned if you do, and darned if you don't. On of my last shops, I did everything I was supposed to do, but they still wouldn't give me 100% because they said I didn't make them feel like I was happy to be waiting on them. I guess I didn't gush when they walked up.

 

[ericamanda01]

It usually does not bother me. However, when I was at 1900 Park Fare last year, one of the servers began telling me about her unhappy marriage and how her husband is "no fun." She wanted to get a divorce, but had already invested many years of her life in the marriage. I listened patiently, but it made me uncomfortable. That was WAY too much information for a Sunday morning!

I couldn't agree more, that is WAY to much info! I would have been shocked to hear a sob story in WDW. Maybe she was looking for sympthy tips.