Rudeness in Aisle 163

Even Costco Sample Ladies can have a rough day!

Up front I’ll admit I like shopping at Costco. The prices are good, they seem to treat employees well, and their stores typically run like well-oiled machines.

In fact, I’d never even heard of a rude employee working at any of their stores…until this past Sunday.

While restocking the larder we lunched on samples. Like a dozen others, we awaited the team member inviting shoppers to enjoy the lamb, tzatziki, and pita bread in Daphne’s gyro kit.

The woman behind us requested some pita for her young daughter. Sample Lady refused, mumbling some lame excuse.

Mom, understandably surprised, gave her own pita to the child, then stormed off muttering about being treated inconsiderately.

In fairness, Sample Lady may be under orders to distribute food in even portions. However, given the circumstances she could have provided the pita and given the lamb to mom, another ravenous customer, or tossed it.

Instead she needlessly irritated a customer.

After all, these were free food samples we’re talking about. And unlike situations where Costco customers take (literally) a dozen of a desirable food offering, this was a single customer making a reasonable ask.

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My guess is the matter has been forgotten by all the key players and life goes on. Yet, to me there’s a larger lesson for any professional.

For over thirty years I’ve been in a service business and know you can’t always please customers or fulfill requests. But even if the request is unreasonable, you try to accommodate or politely explain why it’s not possible.

Annoying customers…especially in front of others…is a no-no. Especially when, given the location and circumstances, it’s a fair and polite request.

Consider, too, the secondary impact on observers to the scenario. Just as I am sharing the negative actions of this Costco representative, others may be doing the same within their own circles. That food samplers are employed by a sub-contracting company is superfluous.

And in our current communications environment, where every word and action is magnified by social media, it seems safe to conclude that your clientele will talk about you to others.

Meaning when you’re good, everyone may know it. But do something wrong and they’re GUARANTEED to hear about it!

Plus customers are sure to remember the bad things longer.

With that said, I wish you a week of profitable marketing.

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