I visited the ARCO ampm on Twin Cities Road in Galt on June 23rd at approximately 4:30 PM before heading to my 12-hour work shift. I stopped in to purchase a couple of Red Bulls, chips, and later added a few cookies to my order.
What disappointed me was not the products or the store itself, but the complete lack of customer service from the two employees working at the register. Throughout my entire visit, the cashier and her coworker were engaged in a personal conversation about video games and continued talking to each other nonstop, even while assisting customers.
The customer before me was not greeted or acknowledged, and neither was I. I greeted the cashier with a friendly "Hi, how are you?" and received no response. She scanned my items while continuing her conversation with her coworker. The only thing she said to me during the transaction was my total.
When I added cookies to my purchase, she grabbed them from my hand without saying a word. After I paid, I asked if I could have a small bag. Rather than answering, she silently pulled out a bag and packed my items. She then left the bag on the counter closer to her side, making me reach across to retrieve it. I thanked her and, before leaving, wished her a good day. Again, there was no response because she was still focused on her conversation with the other employee.
I've worked in customer service, retail, and banking for many years, so I understand that employees don't have to hold lengthy conversations with customers. However, basic courtesy matters. A simple greeting, acknowledgment, eye contact, or even a "You too" when a customer wishes you a good day goes a long way.
This experience made me feel like I was interrupting their conversation simply by trying to make a purchase. Customer service should include at least acknowledging the people who walk through the door. Unfortunately, that was completely missing during my visit. I hope management addresses this, because a friendly and welcoming attitude can make a significant difference in a customer's experience. read more
