Last week a video was posted of a customer’s drive thru experience at a Popeye’s here in Louisiana. It captures one of the most joyous service experiences ever; even without considering the customer also got to leave with some delicious chicken.
Ms. Cynthia (just “keepin it real over here!”) needs to be promoted to the customer service hall of fame.
But Ms. Cynthia’s exuberant spirit and warmth (I just want her to envelop me in a hug!), while registering at a 15 on a 10-point scale, is fairly representative of what I often experience in service interactions. Whether at the gas station, grocery store or a restaurant there’s a natural human element to the simplest transactions. At the corner gas station the patrons and store clerks always catch up – “how’s your daddy doing Mr. Jimmy?”. A quick trip to grab some snacks and adults beverages on game day often includes a discussion about plans – ”now you have fun today baby! Who dat!” A trip for an oil change will lead to a group discussion amongst the mechanics and customers in the waiting room about everyone’s favorite seasonings, preferred ingredients (artichokes always a plus IMO), and methodologies for a crawfish boil.
When we moved to Louisiana I was initially taken aback at how interactions seemed to be on a whole new level here. I was accustomed to “midwest nice” which was all about efficiency and (stern) politeness. Were people friendly in the midwest?” Yes. Was it customary to help others? Absolutely. Was it ingrained to apologize (“Whoops! Sorry!”) when one happened to bump into a fellow citizen in a crowd? You betcha. But the “niceness,” I decided, felt different here.
And I become more cognizant of it whenever I return home after a trip to the land of my birth.
I recently spent a week in Wisconsin and experienced surly staff at a restaurant when I went to pick up dinner. (After I had to practically climb over rude patrons sitting at the bar to even reach the server and get her attention). I found myself being the only person in the checkout line at the grocery store who said “hello” to the cashier who then, after not making eye contact, mumbled a reluctant “oh… hey” before glancing back down at the conveyor belt.
Do I have shitty customer service experiences close to home? Of course I do; I run into my share of sullen service workers. But, in general, I give them a modicum of grace and don’t question why they are cranky. At all.
But the Ms. Cynthia’s of the world? They do exist and we need to celebrate them
You already know.