like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 ca

I was purchasing a camera for my business at a well known warehouse store when I presented my American Express card along with my associate’s membership card. The associate was standing next to me at the time.

The clerk brusquely declared I couldn’t pay for the item with my card because it wasn’t my picture on the membership card. Of course, I have had no problem doing the same thing in the past, which made me wonder if this rule was being selectively enforced.

An instant after barking out, “Please call your manager,” and receiving a shrug from the clerk, I said, “Better yet, let me have my credit card back. I’ll try another line.”

Sure enough, twenty feet away, I entered a line manned by a clerk who probably has heard about “rules” somewhere at some time, but who looked so laid back that he’d never want to enforce one.

I zipped through with my purchase, unmolested.

Next, I went to a supermarket and decided to take them up on their 10% off for a “six-pack of wines or spirits or champagne” as the handy carrier advertises. The clerk wouldn’t give me the price break because I had a mix of wines and spirits.

She declared with utter certitude: “It must be all wines!”

I said I didn’t want to hold up the line and I’ll straighten it out with a manager, which I did, literally pointing to the language of the offer on the cardboard six-pack. He handed me seven dollars and change.

My associate, who had accompanied me on these back-to-back shopping sojourns quipped, “This is just like the Soviet Union! You had to fight for every bit of service there and be on your guard so people wouldn’t make up or enforce rules as they pleased.”

Of course, this got me to thinking that she’s absolutely right. Clerks at more American stores and on more phone lines are sounding like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 ca

ely enforced.

An instant after barking out, “Please call your manager,” and receiving a shrug from the clerk, I said, “Better yet, let me have my credit card back. I’ll try another line.”

Sure enough, twenty feet away, I entered a line manned by a clerk who probably has heard about “rules” somewhere at some time, but who looked so laid back that he’d never want to enforce one.

I zipped through with my purchase, unmolested.

Next, I went to a supermarket and decided to take them up on their 10% off for a “six-pack of wines or spirits or champagne” as the handy carrier advertises. The clerk wouldn’t give me the price break because I had a mix of wines and spirits.

She declared with utter certitude: “It must be all wines!”

I said I didn’t want to hold up the line and I’ll straighten it out with a manager, which I did, literally pointing to the language of the offer on the cardboard six-pack. He handed me seven dollars and change.

My associate, who had accompanied me on these back-to-back shopping sojourns quipped, “This is just like the Soviet Union! You had to fight for every bit of service there and be on your guard so people wouldn’t make up or enforce rules as they pleased.”

Of course, this got me to thinking that she’s absolutely right. Clerks at more American stores and on more phone lines are sounding like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 ca

went to a supermarket and decided to take them up on their 10% off for a “six-pack of wines or spirits or champagne” as the handy carrier advertises. The clerk wouldn’t give me the price break because I had a mix of wines and spirits.

She declared with utter certitude: “It must be all wines!”

I said I didn’t want to hold up the line and I’ll straighten it out with a manager, which I did, literally pointing to the language of the offer on the cardboard six-pack. He handed me seven dollars and change.

My associate, who had accompanied me on these back-to-back shopping sojourns quipped, “This is just like the Soviet Union! You had to fight for every bit of service there and be on your guard so people wouldn’t make up or enforce rules as they pleased.”

Of course, this got me to thinking that she’s absolutely right. Clerks at more American stores and on more phone lines are sounding like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 ca

cardboard six-pack. He handed me seven dollars and change.

My associate, who had accompanied me on these back-to-back shopping sojourns quipped, “This is just like the Soviet Union! You had to fight for every bit of service there and be on your guard so people wouldn’t make up or enforce rules as they pleased.”

Of course, this got me to thinking that she’s absolutely right. Clerks at more American stores and on more phone lines are sounding like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 ca

like dictators. Instead being the golden era of customer service which all of the ads would make us believe, we’re sinking further and further into a bureaucratic morass where fewer front line people have any idea of the value of a customer.

For seven bucks the supermarket chain risked losing my patronage, worth thousands every year. The discount club clerk made it seem that the photo on the membership card was more important than selling a $600 camera.

What’s the solution?

Instead of hiring bargain basement help and then keeping them ignorant and allowing them to offend, management, when it hasn’t also been downsized or outsourced, should train and supervise their people so these absurdities diminish.

By the way, my associate tells me customer service is improving in the former Soviet Union. They got the message.

Too bad we forgot it!