Times are crazy, and people are getting crazier. The other day, my wife and I came into this establishment so she could send some goods to a customer of hers. We entered the store without masks on. There was one other customer in the building and we were well over six feet away. One employee came up and asked us to put on masks. I stated to him we were more than six feet away from another person - and was cut off before I could offer to put on my mask before coming to the counter as they don't have any guards installed. He said we had to have masks on at all times in their building. Don't appreciate being cut off but I put mine on. However, we also explained to him that my wife has a medical reason for not wearing a mask. Well, we tried to. As soon as we said it, he turned in frustration and walked away. Now, he didn't say it - so this is what our impression of his response to my wife is - but it came across that he felt we were lying. Coming from the service animal field, I know all too well the natural reflex to think people are exploiting a loophole. However, while there are those exploiting loopholes, there are also those who are not. Of course, this employee couldn't be bothered to entertain the thought. Fast forward, I'm at the counter, mask on - and my wife is at the far back of the store waiting so as to not bother anyone with her fake affliction. As I'm working with the same employee to get the box shipped, I notice a gentleman working in the back of the store - with no mask on. So I ask the employee working with me why it's store policy all customers wear masks no matter the social distance, but this worker doesn't have to. He simply says, "He doesn't have to." I sensed some attitude, but by this time my nerves are on edge and my perception is already skewed negatively. As I'm asking this employee how it makes any sense to require customers to wear masks, but not this worker who is bouncing back and forth from the back room to the front counter, the other employee - who I believe manages the store - yells at me something along the lines of "Just wear the mask, it's for your safety, etc..." Not a direct quote, but paraphrasing. And I mean yells. From the other side of the service counter. Mind you, I'm not telling them I shouldn't be asked to wear my mask , in fact, I'm wearing my mask as he tells me to just wear the mask I'm currently wearing. I'm asking why their store doesn't enforce the same protective policy on their employees that they do on their customers. Pretty simple and logical question I think. Then the person not wearing the mask leans through an opening in the room and tells me - very angrily - he's not their employee and they can't make him wear one. Boom. Asked and answered. Not politely or with a shred of professionalism, but we've finally got to the answer. So I finish my transaction and walk over to the side where the 'manager' is working. Takes me multiple tries to get his attention from the printer he's standing at, and even when I do he only looks towards me as he couldn't be bothered to leave the printer and address a customer. I explain to him I don't appreciate being yelled at from across the room when I'm asking for clarification regarding what I perceive to be hypocrisy in the business practices of an establishment claiming to be protecting their customers. To his credit, he did apologize.
I don't know why this virus has created an atmosphere of hate. And I don't understand why we've now gotten to a place where businesses are above question in their policies and practices, and customers are no longer treated with empathy and respect, but instead are treated as liars and with gross disrespect. I hope this isn't a lasting effect, and I hope this business remembers the main source of continued success in a capitalist society is dealing with customers respectfully.
Gaining new customers is harder than keeping current ones. From here on out we'll be using a different shipper for my wife's business. Those who deal in the same field as my wife and I have been told this story, and agree they will not be using this UPS Store again as well. Instead, we'll be using another business. One which makes an effort to understand and empathize with their customers, instead of judging and shouting at them. read more
