A few weeks ago on the Twitter Customer Service chat #custserv, during a topic on younger generations, an interesting comment was made, that caused a stir and controversy.
those who have to work often don’t come from loving, supportive families
Let me tell you about some folks who work for 7-11 store #18786, in Oak Grove, Oregon.
I step into Oak Grove 7-11 nearly every day, usually for a cup of coffee, some gum and occasionally tobacco or a corndog (yes, I have a secret addiction to corndogs). I’ve been spending money there for over a year.
I’ve come to know the staff there and have enjoyed many a great conversation with them. The franchise owners now run two stores miles apart. They seem to be in their mid-forties and work very hard to grow successfully.
The staff at this store is young – probably all under 25. Every one of them delivers honest and authentic presence to every customer that comes in – from the homeless dude to the businessperson.
I’ve stood in the store too many times, chomping corndogs for about 15 minutes a time, at different times, just observing the customer service interactions. Everytime, these young folks deliver exceptionally.
To the statement above made during a chat – I totally disagree. I’m not saying that I know the back-stories of these fine young folks; I know bits and pieces. One young woman is mother to two young kids; she has told me of the love she received growing up with her grandparents. Another young woman often describes how close she is to her family. Another gentleman – the overnighter – has shared how much he misses his family back east.
I’m trying to do two things with this blogpost. I’m trying to illustrate that front-line customer service people in operations like 7-11, can often be maligned by callousness. This society judges others often by their “apparent society position”. It’s a degrading practice, often done without thought. I’m also thanking the folks at this 7-11.
To my friends at Oak Grove 7-11, thank you. Thank you for your cheery hellos and banter. You have brightened many a moment. To the franchise owners of this store, thank you for hiring so smartly. It speaks volumes about your business acumen. And, 7-11, I hope you recognize well people like this, out there putting human smiles on the face of your brand.
Happy Holidays to all of those who deal with customers! Without you – there would not be commerce.
Jeffrey J Kingman
