THE VIRGINIAN-PILOT
Copyright (c) 1996, Landmark Communications, Inc.
DATE: Thursday, May 16, 1996 TAG: 9605140138
SECTION: NORFOLK COMPASS PAGE: 03 EDITION: FINAL
TYPE: Close-Up
SOURCE: Kathryn Darling
LENGTH: Medium: 81 lines
Those in the Navy or those who grew up in the military know the routine for getting into the base exchange.
Get in line, wait your turn, flash the I.D., wait for the nod, pass on through.
For years, the rhythm never varied.
But Esther Payton, customer service representative at the Naval Base Norfolk Navy Exchange, has changed all that.
When the exchange assigned greeters to its main entrance about six years ago, Payton was chosen for the new position.
She does have to check I.D. cards of customers not in uniform, but each guest receives a smile, a personal greeting and a sales flier. Often, Payton tells customers about sales and specials. She does all of this at a dizzying speed.
On a busy day, 8,000 people walk into the exchange. That's an average of 11 people per minute.
Typically, she approaches one group and hands them a flier while explaining the in-stores sales, then she turns on one heel, reaches behind the group to get the next customer coming in and gives them a personal greeting. Then she steps to the left and starts over with the next customer.
Gone is the long line and the silent shuffle past a mute I.D. checker.
No one gets by her without a personal greeting, which could be the Navy-standard ``welcome aboard'' or an invitation to a social party at which the customer is the guest of honor.
The purpose of a greeter is not to just check I.D. cards, Payton said, but to pick people up as they come in the door. Sailors have told Payton they have missed her when they are out to sea. Once, she recalled, a woman came by and hung out at the entrance for 30 minutes. She was depressed and just wanted to be around Payton and her positive attitude.
Payton, who lives in Park Place, said it's a tough job.
``At first I couldn't stand it because I wasn't used to people with attitudes,'' she said.
Sometimes people get upset that they can't take their friends into the exchange. Payton said she has to take a minute and explain that they can take in only immediate family. Then she has to turn and say a very nice ``Good morning'' to the next person.
``You can't take it personally,'' she said.
Name: Esther Marie Payton.
Nickname: L.B. - when I was young, I was so skinny my family called me L.B. for pound, saying I could only weigh a pound.
What brought you to Norfolk? I'm a native of Norfolk.
Birthdate: Jan. 5, 1930.
Occupation: Customer service representative.
Marital status: Single.
Children: Two - a son, Earon Payton, and a daughter, Jesse Boyd. Grandchildren - Kristal Boyd, 17; Steven Boyd, 12; Timothy Thomas, 26; Earon L. Payton, 6; and a great-grandson, Timothy Thomas, 3.
Last book read: ``Sweet Savage Love'' by Rosemary Rogers.
Favorite movie: ``The Ten Commandments.''
Favorite magazine: Home and Garden.
If you could trade places for just one day with anyone in the world, who would it be and why? I don't want to trade with anyone; I want to be me.
Biggest accomplishment: Raising two children.
Most embarrassing moment: When a customer goosed me.
If you could change one thing about yourself, what would it be? I would like to have a nice figure.
Perfect way to spend the day: Working in the yard with flowers.
Favorite vacation spot: Hawaii.
Pet peeve: People who eat with their mouths open.
First job: Baby-sitting.
Worst job: None - I've enjoyed every job I've had.
Hobbies: Crafts, needlepoint.
Favorite restaurant: China Garden.
What do you like most about Norfolk? It's a clean city.
What do you like least about Norfolk? Nothing, I love Norfolk. ILLUSTRATION: Staff photo by CANDICE C. CUSIC
by CNB