I went shopping in a brand new craft shop last week. It had one of those lifts where just the platform moves and you have to hold the button down the whole time. It was also one where you have to open the door yourself. And on the ground floor it had a ramp up to it. I got another customer to open the door for me so I could go in it and then backed my chair into the door so I could open it at the top
And when I came down I grabbed a member of staff and asked for help. She offered to come down in it with me which I took her up on. She asked what I’d found and if I do a lot of crafts. Commented how stupid needing to open the door to the lift was. General small talk, kinda jokey and just nice.
When I made it to the check out the same staff member was there and joked “fancy seeing you here” I replied “yeah such a surprise” and she told her colleague that we’d bonded in the lift. That staff member went off while I was paying and commenting that “she’ll hate me for doing this, they get put up in the staff room” her colleague jotted down that person’s name on one of their feedback slips which tells you how to go online and give feedback.
I didn’t know what to make of that. I’m pretty sure a big part of this is one of those “my issue” things but it still made me a bit unsure.
Because it is very nice to find help that’s needed in a shop quickly and easily. And more so when the person is happy to do so and makes it obvious without being over the top.
But at the same time it was just help with the lift. It wasn’t anything above and beyond really. If you think about it in terms of the now defunct Disability Discrimination Act it’s a reasonable adjustment and no big deal (I have no idea really how the replacement Equality Act deals with these).
I believe in complaining – and I believe in acknowledging good service although I know this is something I could do with doing more. By giving me the slip with the staff members name though I felt like it was being made out to be something unusual that they didn’t have to do and that I needed to be grateful for. As though that second worker, the one at the checkout wouldn’t have done what the first one did and was surprised by it.
Whilst I’m sure that wasn’t what they meant I didn’t like it. I thanked the staff member who helped me and the one who gave me the card. I always do. But helping people is a part of their job. It’s not an act of charity designed to make the staff feel good.
The card with her name is still in my bag. She gave me good service and I think I’ll send it off (not least because it enters you in a prize draw). But I hope next time I go there I don’t encounter the “bonus points” attitude. Even if it wasn’t intended.