The Lost Art Of Customer Service

     So once upon a time I worked retail. I was a cashier for like 5 years. In that time I learned a bunch about customer service, because when I started, I was a socially awkward teenager. I tried to be professional, but still had much to learn. I also developed pet peeves about how customers conduct themselves. More recently, good customer service has been harder and harder to find, and what's more, people are getting more and more viscous to the cashier. As a result, I'm going to break down how this interaction SHOULD go down.

Cashier: Sees customer,  greets them with a smile and a "Hello" or  professional hello equivalent (no, not s'up)

Customer: Show common courtesy and say "Hello" back.

Cashier: Asks customer if they found everything they were looking for, and prepare to try and help if they say no.

Customer: Reply honestly, but politely. If you're unhappy with the service up to this point it's not the cashier's fault, and if it's REALLY that serious, you can ask for a manager. Again, likely not the managers fault so you should try and extend the same courtesy you should the the cashier, but they're more equipped to assist you. OH and GET OFF YOUR FREAKIN PHONE! I hate that so much! We're taught not to disrupt people on the phone, it's not polite. So tell me how walking into an interaction ALREADY on the phone could be polite? Even if you just say, "Hang on I'm at the cash" the the person on the other end, it's common courtesy...

Cashier: React accordingly. If they say no, try and help, they may decline, and that's ok. Even if you just offer to call the department, or the manager, it makes a difference... also, treat it as a learning experience. You may run into this issue in the future, if you're informed you may be able to assist the customer yourself.  If they say yes, continue with the transaction, and try an engage them. This was actually something I learned a little later. Like I said I was an awkward teen and continued with the transaction in awkward silence. You can try an interact regarding their purchase, within reason (if some one is buying feminine hygiene, maybe avoid it). The go to, never fail topic  is weather, the ultimate small talk. Just make sure it doesn't take away from you performing your job correctly, or quickly...you don't want to NEEDLESSLY hold up your customer.

Customer: You may not want to be small talked, ok sure, fine, but at least be polite

Cashier: When you tell them the total, say PLEASE! Seriously... that's an easy one, and be prepared to receive it.

Customer: Ok, here's a Pet Peeve for me... Now in the days of plastic, it's uncommon for you to need to hand the cashier your card (when I was a cashier, you did). BUT if you're paying in cash hand it to the cashier. I'll never forget the customer who would counted coins and threw them on the counter, and actually ended on throwing the coins AT ME... yes that happened . The customer was angry, hadn't responded to me, and I'd kept a professional polite tone, until this point. This is when I told him I did nothing to him and he had no right to throw his money at me. I'd also like to point out I was professional with how I said it all, because I was ready to call the manager myself, and wanted myself covered. Well this guy told me he did have a right and called me a bitch...at which point I cleared his order and told him he could go to another cashier. THIS is when he wanted the manager, I told him, "yes, I'd like to talk to the manager too". Manager talked to and calmed the customer and brought him back to be put through... I refused. When the manager asked why, I informed him of what the customer did. For the knowledge of both the cashier and the customer, a customer has no right to be verbally or physically abusive to ANYONE. This guy had done both to me and as a result, I was LEGALLY allowed to refuse to serve him, and my manager backed me.

Cashier: Ok so getting off my side story, extend the same courtesy back to the customer, hand them their change. I'm not going to lie though, if a customer put their money on the counter, I would give them their change back on the counter...it was my passive-aggressive way of getting them back, and really couldn't get me in trouble. Say thank you... every one thinks you should say have a nice day...ok sure if your boss says to say it, do it, but I feel like it can be patronizing. After a customer has heard you say it a couple times it sounds insincere. Thank you is such a commonly used phrase, it just comes off as courteous.

Customer: You should have just experienced a positive transaction, so at the very least reply with a "Thank you". If you were impressed, take the time to let a higher up in the business know. Where I worked we had an awards program, if a customer reported your positive customer service you were recognized and after so many reports,  rewarded. This isn't exclusive to where I worked, other businesses have it, and if nothing else you'll get that person a pat on the back which should make them feel good. I had 2 of these awards, and will say I'm proud of that, because cashiers are the most forgotten members of the staff when it comes to customers reporting good service.

     So there you have it, how a transaction SHOULD be. This isn't just for retail either, fast food workers, I'm talkin to you! I can't tell you how many times I've gone through a drive through and had the total said to me and that was IT...Or worse, the total, and then they ignore me to talk with co-workers what they did last weekend. Newsflash folks, your customers don't want to hear it. As for you customers who use these people as your own personal punching bag, if you have anger issues, see a professional, these people aren't paid to take your abuse.

A Blog About My Best Friend

     So, I'll start out by saying, no one on this planet is closer to me, or knows me better than my Husband. He is MUCH more than my best friend, he is the other half of me. This blog, is not about him.

     No this post is about some one I've known MUCH longer, my best friend Lisa.

Was looking for a great pic for this post, and I think this is absolutely perfect. 

     We were twelve when we met, it was one of the first few months of Jr. High, we both tried out for the Volley ball team, and both failed miserably. We were both still in our little cliques with the kids we'd each grown up with, and I wouldn't begin to say we were instant friends, we passed in the halls and said hi, and I think we may have added each other on MSN and started talking that way...I can't really remember that part. What I do remember is discovering our common interests, and eventually changing tables in the cafeteria in the mornings and lunch. Is it weird I still remember the seating arrangement? We had spots LONG before Sheldon Cooper was a thing. 

     We had a group of 6 girls, that eventually dwindled down to 4, who were super tight knit. I think it was a combination of us all being quite creative in our own way, so we had that as a common ground, and also, I think at some point or another, we'd all been social outcasts... we may have been a "revenge of the nerds" type group, but as a result we were fiercely loyal. Did you ever watch Harry Potter, and go, wow, I wish I had a friendship like Harry, Ron and Hermione had? I had it (not to brag). The four of us went through so much together. I remember a Jr. High Dance where we THOUGHT one of my friends then boyfriend (now husband) had made her cry... we rushed the guy... and my hand may have been on the collar of his shirt...for the record, he didn't make her cry (sorry again). Another one broke up and got back together with the same guy over and over, and we all wanted to smack her, but no matter what if we got the tear filled "we broke up " call, we were there. There were tears about boys (a lot actually), hurt feelings, and being let down by people we shouldn't have EVER been let down by. Like I said, I had, and actually still have ( if they're an hour away or on a completely different continent) great friends ( I actually have great friends who live withing 5 min of me...but I'm getting far enough off topic with this post).

     Looking back, it's really ridiculous Lisa and I never called the other our "Best friend". We said Good friend, one of my closest friends, but never BEST...and over the years I probably hung out with her more than other people combined. We'd go out for food and take turns paying, and in all honesty... we lost track of whose turn it was on more than one occasion, but didn't care, because we knew that it would work out in the end. If she didn't tell this story herself I would take it to the grave, but it's true, and she's going to get a kick out of me posting this. Her "first time" she came rushing up to me, and told me she had to tell me something...I looked at her, and blurted it out... she froze, I could some how tell by looking at her. My dad called her his "other daughter", Her grandmother used to get me to get stuff out of the cupboards and fridge at their house myself... and I'm pretty sure I'm the only one her grandfather lost the "nick-name" for and actually learned my real name... By the way I was "the little loud one". ALL of this, and we didn't say "best friend". The only possible reason I can think of, is because when we fought, WE FOUGHT. There was one time we nearly slugged each other...but went back to friends the next day. 

     It was college when we realized, we were best friends. When being separated didn't mean forgetting a Birthday phone call, and coming home, the we were the first person the other one called, this is when we realized. It was after this, that the slight adolescent insecurities were wiped away, and we realized, that no matter where the other was, we were always there for each other and ALWAYS best friends. We're both married, we were both in the others wedding... and we both like the others husband. She has 2 kids, both who I adore, one old enough to adore me back and the other is my God son. We live 4 hours away from each other, and go long times without talking or seeing each other, but when we do...it's like there was no time in between, we just have stuff to talk about. 

     There are a bajillion stories I could tell you, but they're our stories. Instead I'll tell you some of the awesome stuff about my best friend... She's insanely loyal, she never judges some one before getting to know them. She's determined, and as easily as she can get stressed out she really is a problem solver. She's honest, and blunt. She's giving, some times to a fault. She's strong, and puts others before herself. She is creative and ridiculously fun, she doesn't embarrass easily, so she's often up for anything. The list could continue but we'll wrap it up there. I have an awesome best friend, and have ( if I realized it or not) for more than half of my life. 

     Oh also a bonus! Your best friend being named Lisa means you can perform this song EVERY year one her birthday.... and I know since we were AT LEAST 14, it's popped up every year!

.Don't know how she feels about it now... but she hated it when we were kids... which makes it more fun :D

My Current Natural Skin Sare Routine

     One of my first posts on this blog was about WHY I adopted a natural skin care routine. If you recall, I used the term "Winter Freakout". There are two times in the year my skin changes it's habits... when it warms up, I feel like a grease ball, this is typically, the easier one to deal with. Change my cleanser, and use my combo spf lotion or my oil free stuff. The worse of the two though is the Winter, and it hits when the weather is at it's worst. Well, believe me, it's been at it's worst. This is the point when I need to reassess what I'm doing, and what I need to improve on. Last week this time, my face was comparable to sandpaper... and I was pretty grossed out... this combined with stress has resulted in dry skin with breakouts...lovely right? Well I've been tweaking this week and and actually happy with the results, and thought I'd share them with you. Let me start off by saying, I'm not a dermatologist, I'm a radio announcer...I put this routine together, after my own personal research and knowing what I was looking for for MY skin. However, I'm rather pleased with the results. I'm not saying it will work for you, I'm just happy with the results for MY skin.

     Ok since you kept reading, I'm also quite pleased to say, that I've been able to support local businesses with my routine this year, in particular, two of my favorites.

     I WAS doing oil cleansing, and in the summer, this works wonders for me... but in the winter, I ALWAYS add too much of the carrier oil, and it dries me out. So because I can't get the solution fight for me, I'm pretty well going the way of actual cleansers for now. Because dry skin has been an issue for me not just on my face (but REALLY bad on my face, I'd recently gone to the Feel Good Store (LOVE this store, doesn't matter who is working, I end up n there longer than I mean to because we always get to chatting). I got The Rocky Mountain Pumpkin Soap

This is a soap I was using because it's for very dry skin, and this is also good for the face...plus soap generally lasts forever.  

     There are literally 3 different ways this routine could go, the factors are generally time, how dry my skin is, and if I have a zit. 

     If I have a zit I use Apple cider vinegar, mixed with lemon juice and diluted with water. When I heard of this method, I was cautioned that you NEED to dilute, or it can actually BURN your skin. This has worked for me. In the past I used tea tree oil, and it's not really working for me anymore, but my husband seems to prefer Tea tree oil cleansers, so again, what works for one, doesn't work for all. 

     If I have 20 min I can sit and chill, I'll use Manuka honey on my face. I've used Honey on my face in the past, and it can be a lovely sticky mess... I would typically have to use a cleanser on my face to get it off. I've heard all this awesome stuff about specifically Manuka honey, so I have it a shot. I actually bought it a while back at the Corn Crib.

     I find if you use warm water it actually comes off easily. My experience with this, is it fades acne scars, it's good on blemishes too, and it is nourishing to the skin, I REALLY like using it. 

     If my skin is REALLY dry and I don't think my later steps will cover it, I use avocado oil on my face. I've heard people raving about olive oil, and have used it, but for me, I've found that avocado works best for me. I'll also use it if I'm exfoliating. This is maybe my favorite new find for exfoliating, and I found this at the Feel Good store too. I'd heard of people using powders for exfoliating and found this Rocky Mountain Face polish and bought it on a whim. This actually not the one I bought, but the one I could find a pic of. I got the coconut vanilla one, because those are my favorite scents. I mix a tiny bit with a tiny bit of avocado oil... and it smells like a barbecued cookie (because the oil smells like bbq). 

 

     The next step would be serum. Yeah, after oil, serum too, I'm THAT dry. I'm using the Sibu serum, because it has great reviews online, AND has Sea buckthorne. Sea buckthorne is credited with a TON of benefits for the skin, anti oxidants, vitamins E& A, it is moisturizing good for skin conditions like eczema, and rosacea... the list goes on. 

     

 

     At this point I wrap it up with a moisturizer, and eye cream. My SPF Day moisturizer is Kimberly Sayer, and it's SPF 30. I got SUPER lucky and found it on amazon, for like $20, because generally they're gouging you on there for this product. The one I got is for combo skin (which I usually have). A youtuber I like (actually the one who introduced me to a more natural approach to skin care) talked this product up, so I gave it a shot and was not disappointed. My night moisturizer is Analou 1000 roses. I love it, it actually reminds me a bit of the first night cream I ever used, but not quite as heavy. It's light, has a great scent, it for sensitive skin and I wake up really liking the result. My eye cream I'm currently using is the Burt's Bees radiance eye cream. I've used other eye creams from this company, but found them kind of greasy. this one has less of an oily feel like the others, and is more fluffy...if that makes any sense. A little goes a long way and I really like it. 

    So some lip balm and that's about it for my facial skin care. The title of this is my CURRENT routine... because I like to try new products. there very well may be another post like this in the future but currently, this is what I'm doing. 

How Adopting my Dog has changed me.

     Back in October something happened to me. I started to change. Back in October, Hubs and I adopted our dog. It's something we'd agreed for years we wanted to do, we just wanted to be sure we could handle it. October, we surprised some people when we announced our fuzzy family member. We kept it quiet, basically because we were making this decision, and we weren't looking for input...from most people, we did turn to a few people during the process, for their experiences. What's more, we expected the processes to take longer than it did. It was our first serious visit to the shelter when we met our dog. I kid you not, we met her on a Thursday and she was part of our family that Saturday. We didn't expect a match so quick.

     But like I said, this changed me. Prior to being a dog mother, well for starters I would've thought you were crazy if you said "Dog Mother". I would have thought, You mean you have a dog, they're your pet. I gawked at the amount of toys my in-law's dog had (but to be fair, they do too). I thought that people who obsessed over their pets, were a little touched. NOW? I'm one of you, and sure, we're a little nuts, but love makes you crazy...am I wrong?

     At the risk of sounding like I was heartless, before we got her, I could see posts from our local shelters, and keep scrolling through my FB feed...I can't do that now. I stop, and I see what's going on with them now, I can't help it. I remember, my little one was in a shelter, and this makes me want to adopt most of them, or wonder, hmm, how would Alice handle it if we brought this one home? The answer by the way? Not well. Alice has some social issues we're working on, but no, she couldn't handle it, not right now anyway. Not to mention, I'm not sure about 2 dogs in my apartment. That being said, I've even seen cats. I'm not really a cat person. I don't dislike them, but I'm a dog person, 100%. There are some cats I adore, my Uncle's cat, he's pretty great. I still don't think Alice would do well with a cat either, so they are absolutely off the table, I have to be fair to everyone.

     But it was a cat post today that prompted me to post this. I was scrolling and it was on my feed, this little girl, she's been at the shelter for a year, and I looked at her little face, and the pictures of her and couldn't understand why. If I thought I could make it work, I'd take her, I wish I could, and was about to post it to the story...but let's be real here, that would be white noise. Realistically speaking, the us crazy pet lovers want to bring them all home. We hear a story about an animal who needs a home, and we want to, we really do...but it wouldn't work. And because we're aching to, we feel like we need to express that. I have no affiliation to a shelter, but I stop and try and think of how many, "I wish I could" posts staff have to sift through to get to those people who are legit asking a question with potential to adopt. For people who have posted these comments, I'm not judging, I almost did too, I'm just sayin.

     I'm not about to adopt another pet, not any time soon, my girl still needs the sole attention, and perhaps always will, and that's okay, because we're good together.

A letter to Energy

Dear Energy,

            I’m taking the time to write you this letter today to say, I miss you! It’s been a couple weeks now since I’ve seen you. Caffeine has visited more lately, so has sleep, but I’m still missing you. I’ve been laying around a lot. Spending too much time on my laptop… and my couch. Without you, it’s kind of awkward to try and hangout with exercise… He can tell I don’t really want to be there, and without you, I put in little to no effort. There’s laundry that needs to be done… and it’s kind of just waiting for me, while I wait for you.

            I understand why you went away. It’s cold, super snowy, and overcast, a LOT.  I wonder though if you were here if a grey winter day may be better, or at the very least productive. Anyway, I’m sure you have every intention of returning, I hope it’s soon…I miss you in my life. Wanted to let you know.

See you soon ( I hope)

Nancy

PS I drank a coffee today… I haven’t had a coffee in 8 months…I need you