I just returned from a little trip to my local pharmacy chain store. (I am not going to mention the name of the store because the little incident that I just witnessed is not indicative of the service and care that I regularly see and receive… and it is not my intent to bash a store here.)
Instead, I implore that anyone YOUNG who deals directly with the public please understand that lots of older people, and especially the elderly, need a little help, guidance, and LOTS OF PATIENCE when attempting to manipulate check-out machines, banking machines and other things like them.
This is what happened. An elderly lady was at the check-out counter in front of me. She fumbled for cash, but became nervous when she didn’t have enough to pay for her items. Then she fumbled even more urgently for a credit card. The cashier was not impolite… but, rather, terse. The conversation went like this:
Cashier: Debit or credit?
Woman: I’m not sure.
Cashier: Please choose one.
Woman: Debit.
Cashier: (quickly and efficiently taking care of business) Slide your card and use your pin number.
Woman: (I know she is in trouble now) I’m not sure what you mean.
Cashier: (nonchalantly) You said “debit.”
And this is where I felt it necessary to step in. First, I felt so badly for the woman. She kept turning around in an apologetic way to the people in line behind her. Second, she reminded me of my own mom, who would be nervous, apologetic and almost frightened if in the same situation.
I said to the woman, “Do you usually sign for your credit card?”
She said, “Yes.”
I then said to the cashier, “Maybe you should ring her up as credit.” The cashier didn’t smile, blink, speak or change expression as she went about her business. The receipt soon came sailing out of the register, where it was gripped (again, efficiently) and placed on the counter for the woman to sign.
Then the transaction was over. And on to my little purchase.
The woman thanked me and hobbled away with her little bag of items. I felt like crying.
I know we live in a very fast world. I am, for the most part, happily a part of it. But there are many who aren’t. Especially the elderly. These are people who have seen more technological advancements in the last 2 years than in all the time they’ve been on this great earth of ours. They don’t not “get it” because they are old… it is just almost too much information and re-learning and re-adjusting too quickly.
So. For all of you out there who do understand how to maneuver all of the machines that have taken over our lives, please stop for a moment and get that others may not. Get it, that is. I’m all for efficiency, but I’ll take a smile, a little understanding and even a wait while you do it any day, any time.
This post almost made me cry. It’s not appopriate to be rude in any circumstance, especially ones like these. It’s good to hear that you stepped in.
You should call and talk to the manager of said store. That is just poor customer service regardless of how old that lady was.
I agree with both previous posts; it made me want to cry and this “customer service” worker should be spoken to.
People don’t seem to have patience for those older than them, regardless of whether technology is involved or not, but this is just egregious.
I had a similar situation, non-technology-related, with a clerk being rude to a little old lady at a deli counter. The poor thing was in tears.
When I got home, I was still steaming so I called the store manager and reported this rude clerk by name.
This is Sharon… The great respect I have for the 3 women who commented above ignited me to, indeed, call the manager of the store and have a little chat about the cashier. As I wrote, the cashier was not impolite, but I do understand that she did not have to be so aloof… perhaps, especially, when interacting with this elderly woman. The manager thanked me for making the call, and promised that he would implement some “training” in the courtesy department. Thank you for encouraging this phone call. Hopefully, it will make a big difference.
xo, Sharon
I am so glad you called, Sharon! The goal of the cashier should have been to help this woman, not to make her feel even more flustered and confused. How awful, but as always, you proved what an amazing person you are by stepping in and helping.
To be honest, *I* get confused at the store some times with all the buttons to push now… and I’m not over the age of 30!
How wonderful that you called, Sharon! (And that you helped in the first place.) That story really upset me as well. I too often run into people in stores (including those who work there) who are rushed, rude, or unwilling to help. I’m sure that woman was so glad you were behind her instead of another person who behaved like the cashier.
Good for you. Thanks for standing up for that poor lady. We’ll be her somday and hopefully, someone would do the same for us. You’re a good lady.
That is heartbreaking. I could just picture the whole scene while I was reading your post.
I’m also very glad you called! I cried reading that because I have such a soft place in my heart for the elderly. I think those who are very young sometimes fail to realize that they are real people, no less intelligent than themselves, with such amazing stories to tell. It breaks my heart to see things like this.
Side story: When I was in college, I went to a choral performance to fill the requirement of my Intro To the Arts class. As we were leaving the concert hall, an elderly man and woman were in front of me going down the stairs. Due in part to their dwindling balance and in part to the rush of college students pushing past them, the man fell. I stopped to help and he was so grateful (as was his sweet wife) but would you believe that not one other student stopped to help?? I cried all the way back to my dorm because I couldn’t believe it.
God must have put you behind that lady as her guardian angel. That is sad and it reminds me of my mom, although my dad usually pays. The older I get the more I try to look out for the elderly. God Bless you Sharon for stepping in.
I agree with all of the above…… it certainly was a good thing it was you behind the woman to help!
I also have a soft spot for the elderly…. I have had 3 in our family for the past few years to help take care of, and I understand exactly what you are saying about technology being totally mind boggling to them. (Sadly, we are down to only one )
I’m so glad you did call the store. Everyone should expect courteous service in a service business!
I’m sure to many it is just a job, but it costs nothing to be nice, and it means so much to the customers.
You are a special person, Sharon!
Sharon, good for you for helping that lady! You know, I’ll be 34 this May and I even get a little nervous using those stupid credit card machines! Oh, and now that I’ve started couponing, forget about it! I’ll have sweat pouring from my brow and my chest will be broken out in hives of embarrassment before I’m finished checking out! I am constantly apologizing to the people behind me. I’ve even started checking myself out and the U-Scan systems and going at odd hours of the night just to avoid my cash-register fright!! And the bad thing….I used to be a cashier. I am very computer literate as well. I just can’t stand to make people wait. Keep up the good work!