Roanoke Times
Copyright (c) 1995, Landmark Communications, Inc.
DATE: SUNDAY, March 24, 1991 TAG: 9103220047
SECTION: CURRENT PAGE: NRV-2 EDITION: NEW RIVER VALLEY
SOURCE: Jack Chamberlain
DATELINE: LENGTH: Medium
It happens at a lot of places - mostly at big stores, supermarkets, the post office.
This happened to me last week, twice at the same New River Valley store. Both times I stood with a growing line of customers at one of seven checkout stations. It was the only one-womanned, and by the world's most sluggish cashier.
Painfully sluggish. ("Gee, the cashier died!" "Really? How can you tell?")
This was private-sector civil service in action (inaction); grass, moss and other vegetation actually vied to take root.
A big fellow behind me was muttering miserably. Why can't they get someone on one or two of the other cash registers?
Good question.
But maybe this store keeps prices low for us consumers by not paying folks to stand around waiting to man or woman more checkouts just because dozens of customers queue up to spend money.
Ah, but no.
Suddenly, at the next register, four employees (a man and three women) materialized - and three of them stood around watching the other fiddle with the register.
Secretly and briefly, I admired their barely perceptible movements! This was bureaucracy at its best!
Once again, process triumphed over service.
They must have gotten their basic training at the U.S. Postal Service. I said that to the fellow behind me. He nodded in agreement, giving a forced chuckle and allowing as how he would love one of those high-paying post office jobs.
It was either laugh or cry. The line was growing, but it wasn't moving. This fellow and I almost became good friends, just short of inviting one another to our children's weddings.
Meanwhile, the quartet at the next register continued to fiddle while customers burned.
Finally, I asked none of them in particular (just to make my discontent known) why they didn't open that register and get things moving.
"We're doing a takeout," one of the women at the next register snapped, continuing to dally.
"A what?" I asked.
"We're doing a takeout," she snarled, as if I, a mere customer, had any idea of what she was talking about - or really cared!
"What's a takeout?" I asked, not really caring but wanting to test this person's vital signs.
"There's too much money in this register and we have to take it out," she barked, while the ill-timed ritual continued with painstaking deliberation.
"I don't know how that could have happened," I said, not disguising my sarcasm.
"Not from you!" she growled, not disguising her contempt.
Well, so much for this little battle of wits. It was a diversion, and it made the long wait in line almost tolerable.
I can understand having to wait when it's obvious that overworked employees are doing their best during a sudden rush. But I hate it when a bunch of them stand around doing nothing or routine-process stuff that could wait until their growing line of customers is served.
It's not only impolite, inconsiderate and rude, but it's bad business.
by CNB