Recently I had the dubious pleasure of going into the John Lewis department store in Liverpool city-center. I was looking for a belt so I walked over to the department where belts are sold and was quite happy to see a number of men wearing John Lewis employee identification badges, they looked like managers (suits, ties, very proper), so I was expecting top-end service from the sales staff around them. Was I ever wrong...
I selected the belt I wanted, with no assistance or notice from the staff and went to the check-out area. There were two customers being served in front of me and four staff behind the counter. Two staff members were attending customers and two were chatting nicely with each other.
I waited to be acknowledged and asked to come forward, but the two just kept on chatting. When one of the customers left, I expected to be called forward %u2013 didn%u2019t happen. That cashier started to mess with their till and seemed to be avoided me and not looking up at all. The other two continued to chat.
I was getting angry at this point, I was there to give them my hard earned money for an over-priced belt for my wife. Could they not at least acknowledge me? The group of managers that were behind me were oblivious to anything going on at the check-out as they were more interested in their conversation than their customers waiting in line. Eventually I stepped up to the counter and offered my merchandise to one of the women who chatting. She took it, processed it and moved me on without so much as a %u201Chello%u201D or %u201CWere you able to find everything you were looking are? %u201D or %u201Cthank you for shopping at John Lewis%u201D.
I firmly believe the culture is set at the top. Employees who see managers standing around chatting ignoring their customers will emulate that very same behavior.
Shame on your John Lewis!
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