The Guidebook Is Not A Substitute For Your Brain
I am training a new worker at the checkouts. They’ve gone through the scripts in the training guide and have been putting them to use in the real world. A customer who is obviously blind is checking out and has purchased a bottle of wine.
New Hire: “Can I please see your driver’s license?”
Me: “[New Hire], he won’t have one.”
Customer: “I’m afraid he’s correct, my friend.”
New Hire: “Then I am afraid I have to refuse this sale, sir.”
Me: “No, [New Hire], you can ask for alternative forms of ID.”
New Hire: “But the guidebook said a driver’s license is best.”
Me: “Because it’s the most common, but not every customer is going to have a driver’s license.”
New Hire: “But the guidebook said—”
Me: “[New Hire], the customer is blind.”
The customer waves, smirking. He may be blind, but he can “see” exactly what’s going on here.
The new hire stops in their tracks for a moment to process this new information. The cogs sloooowly turn, and they gradually come out of their mental “blue screen”.
New Hire: “But the guidebook said—”
Me: “Here, sir, let me take over for you. Is that your passport I see there? Excellent!”
The new hire didn’t last much longer.
Question of the Week
Have you ever served a bad customer who got what they deserved?
