Enforced cheerfulness $FAIL

[firecat]

I was in Walgreen's just now, and the cashier was wearing a button front and center on her uniform that said "Is my smile a 9?"

I assume that she had to wear it. I was tempted to ask, but I didn't want to waste her time because there was a long line. It made me furious on her behalf. If your policy is that employees should act friendly, I suppose there's nothing I can do about that, but I really don't like requiring employees to wear buttons that invite the customer to police their behavior (behavior that has nothing to do with whether they're doing the work of cashiering correctly).

Comments

[elf]

I can deal with "mandatory friendly" policies, for some values of "friendly." Friendly means polite & helpful, right? However, that's not the same as "mandatory smiling and talking to the customers as if they're good buddies."

My friends don't always smile. Especially when they're tired and busy, and very happy to help me but don't have the energy to be gleeful in my direction. Strangers being gleeful in my direction are not friendly; they're usually creepy. And a public note that says "PLEASE CRITIQUE MY FRIENDLINESS" says very clearly, "MY EMPLOYER IS SO SHITTY THEY CANNOT COUNT ON ANYONE WORKING HERE ACTUALLY ENJOYING THEIR JOBS SO THEY HAVE TO MANDATE THAT WE PRETEND LIKE WE DO."

Employees who work retail in places they love tend to be plenty friendly. The ones working in the local cookie shops who know they serve the most awesome cookies are proud to be a part of that. The ones who work in the tiny-weird-import shops are just as enchanted as the customers by the stuff they sell. The ones who work in Pagan shops are *thrilled* to talk about the books, the candles, the statues, tarot card preferences--they're excited to find someone else who shares some interests with them. The gamers who staff the game shops... well.

It's only in stores that pay minimum wage or close to it, and overwork their employees, and demand they put up with stupid pointless rules, and cheat them out of benefits with arcane accounting tricks, that have to *require* them to act friendly to customers. And since they can't actually measure "friendliness," they tend to come up with "the extrovert tv-hero version of friendly," defined by a huge grin.

[ironed_orchid]

Well put.

In my current place of employment, we sell ethically sourced hand made stuff which is pretty awesome, it's a nice place to work, and we have a small staff with a high retention rate.

So the fact that we have a checklist of customer service which starts off with "make eye contact, smile, offer a non-business related greeting (e.g. "hello", rather than "can I help you") is something that is good for training new staff, but gets quickly internalized, because it's pretty basic polite behaviour in that setting.