Great post.  Keep in mind that you have quite a bit more training and experience than she has.  She is an hourly employee who hates her job (apparently).  You have much more going for you, and the drive to be the best agent you can be....she might get employee of the month, but not with that attitude! 

It really is a shame that employees these days see no problem with being blatently rude to paying customers. 

Bad behavior always inspires me to be better, do more, and exceed expectations!  Good for you.

Maybe she was having a bad day, we all can have those. I ask God two years ago to teach me to be patient. It led me to shoppng at WAl Mart everyday (no joke) and it has taught me. It is amazing at how much patience you can learn if you force yourself to shop there everyday for a year.

David - What an excellent question to keep above my computer this week.  Thanks for the great post and congrats on the well-deserved gold star!

I think I would look at it this way. Everything happens for a reason. You encountered this clerk for a reason - hey, you got a post out of it!

I try to avoid places that don't value customers or customer service. I was not surprised by her question to you.  You'll have a reminder next time you think of going there!

David, great information. Thank you for describing the situation so well. And the focus on "Then, why are you here?".

they do have some good prices and the only reason i will shop there but in the other hand you do get what you pay for. it is true there is no customer service, etc at walmart. in fla and in nc.. what is scaring is that i notice that in both states. now that is sometihng to think about. as for those self ck outs i love them i rather go in there, and hurry out and deal with that computer voice then the walmart service we don't get. hopefully things will change and get better for walmart and their reputation.

Unfortunately this is the trade off we have made as a society David. Cheap in place of good service.  It would be great if both existed simultaneously but alas they don't.  It always cracks me up when I see the commercials advertising the friendly people at Home Depot or Lowes or whatever store you'd like to substitute.  My experiences at most is that the clerks practically run away from you or avert eye contact.  The exception being ACE Hardware.  They are truly the most helpful people I've experienced anywhere.  No matter what city too.  Great post and keep up the good work.

its true they don't value customers. you do get what you pay for. however they do have great prices. when i go there i do use the self ck out,  because i rather deal with that computer voice , go in and get out FAST, then a clerk that really doesn't want to service me and or love their job. that all comes from management and above that. if you really want me to give you something to think about is i travel back and forth to fl and NC because of my staging job and the demeanor is in both states. now that is really scarey. hopefully with time things will get better.

Hi David!
WalMart has a great selection of Weight Watchers ice cream...something I will put with just about anything for!  Your post is a great example of learning from the little things in life...as long as we pay enough attention to hear them!

Just like the end of that Monty Python film...

"Always look on the bright side of life!"

whistles....

Wow, David!

I must admit that I'm not a huge Walmart fan either, but I might go back in if I could meet with someone like that who summarizes philosophy so well!

Wow!  Sorry that you had to encounter that kind of attitude but I'm glad to see that you took the high road and took the time to see what you might learn from that. By doing so you've given those of us who happened by this post, something to think about and, I know for me, the reminder that we should always be greatful for our customers and remember to treat them as we'd want to be treated. The Golden Rule still rules! - Kim Thomas

If we all would just practice being the best we can be at whatever it is we're doing we wouldn't have to go thru those bad wal-mart trips.

You hit the nail on the head! It's important to integrate new ideas into one's marketing efforts.

I think sometimes in life we get to a point where we really begin to listen to our heart.  It sounds like you were already over Wal Mart and that one poignant statement at any other time might have seemed rude, seemed to define your life philosophy.  I think when we are at that point we learn and gain the most.  Complete abandonment of expectations causes the greatest success.  Was that Carnegie??  Anyhow I agree, I always want my clients to be able to answer that question and I hope I can answer that question each and everyday about what i am doing... thank you!

Amazing. I have encountered much more helpful people at Wal Mart - but her comment made me think was she talking about why were you at the self check out line. Some people are not people persons and should be working in the back office.

It sounds like the visit to Walmart allowed you to take something very positive away despite the negative aspects of your visit.

Well, for starters, don't go to walmart on a weekend. or at rush hour. or after work. or on a holiday. or on the week preceeding a holiday.

other than that, yes, those self check out systems get my husband and I every time, no matter where it is we use them! 

I also can't believe what she said, but they don't have job satisfaction there.  Imagine us as a consumer there: can you imagine how an employee there feels? 

David,

You've got more patience than me. I would have dropped everything, walked out and wrote a letter.

Thanks this was helpful.

That's too bad, David.  I do shop at Wal-Mart for some things because of the price.  It's a 50/50 proposition as to what kind of customer service we'll receive (if any).  Your experience sounds absolutely terrible.  I have realized that I prefer shopping to Target more and more lately.  It's right up the street from Wal-Mart, better service and nicer store.  Great analogy with real estate, too.  It can apply to any service-oriented business, I think.

Very interesting story.. Wal-Mart seems to be our favorite place to shop.. yes.. some times the lines are long, but it does prevent multiple shopping trips to different stores..

Oh David -- you gave me a good chuckle on your experience at the "Self Check Out" at Walmart's (or for me, ANY "Self Check Out" gadget.)  Anytime I attempt to use one of them invariably your experience is my experience!  I consider myself a reasonably intelligent person, but, when encountering a "Self Check Out" machine the force is against me and a calamity occurs!  I'm totally intimidated by them and the Officer/Clerk in charge has to come to my aid.  I hate to admit it but I've even been known to have difficulties "swiping" my credit card in grocery stores.

My husband loves WalMart and Sam's and does most of the shopping as I labor on the "puter" at home.  It's like a social thing for him as he glides through their portals in a mobile chair and chats with all the folks.  I think he's on a first name basis with many of the store folks because on the rare occasions I go along he's greeted by many.  I must say that here in Hendersonville, NC our WalMart does seem to have happy and helpful employees -- anyway that's been my/our experience.  Like real estate I guess WalMart's are a local thing and attitude.

Thanks for the post and a great analogy tying it to real estate.

Sue of Robin and Sue

Hi Davud!
Thanks for your post. It's a test you are given each time you bump into a negative situation. You can observe it, agree with it or turn it around.

I am amazed at how many of our colleagues think Walmart gives bad service. I love Walmart. They give people jobs. They try to incorporate good will among their employees. No one makes people work there. They are successful.

Kieran

The clerk's words helped you reflect on your own service to others and that's good. I'd much rather visit a service-oriented store and experience how good customer service makes shopping a pleasure.

Great story.  I would say you love your job and she hates hers.  I also wonder if anyone ever pays her a compliment.

All tooo often employers...be they retail managers...the manager at your brokerage...the ice cream parlor, fast food...don't understand that while their "front line folks" may not be among their highest paid employees...they are the company's window to the world...and personality you associate with the place...and may be the reason you return....OR NOT....

When I encounter rude cashiers, servers, etc I always remind myself that I have no idea what is going on in their lives. It couldn't possibly have anything to do with me, since I just got there and they don't know me. Between work, family and the economy, something in their lives is making them miserable.

The best way I have found to handle it is to be extra polite, smile and say hello and thank you and if it's a waitress I always leave an extra bit in the tip. Maybe it's just enough to brighten their spirits so they are nicer to the next customer. People everywhere are in pain, and let's face it..a $7 a hour job at walmart isn't exactly what we dream of doing when we grow up. It just may be the only thing they can find. And while they SHOULD be more courteous, let's imagine walking in their shoes for a week or two.

Customer service is so important in any business..as for Wal Mart, never shopped there--no Wal Mart on Staten Island, NY.

Great lesson to ask ourselves on a daily basis: Why are we here?  It sure helps put things back into perspective.  Thanks for giving us something to think about this morning.

Great lesson to ask ourselves on a daily basis: Why are we here?  It sure helps put things back into perspective.  Thanks for giving us something to think about this morning.

David...

I just loved the way you associated it with RE. And I am with you on the WalMart thing. The WalMarts in our area are chocked full of rude clerks. I make it a point to play games with 'em. I would have had a blast with your clerk. If you knew me better, you'd understand that remark :) 

TLW...ROAR!

Looks like you had a "Waking Dream" as my mentor Trudy would have said. These can come along any time during our day if we are aware that the signs are there to guide us. That was a nice one to ponder.

David, Great post. Love the way you got something VERY positive out of your experience.

I guess in Oklahoma, the Wal-Mart staff is trained to be helpful, but everyone can have a bad day. Soemtimes when I want to get mad at someone, I remembered that after my mother died, I had some repressed anger because I wanted her to still be alive, and I was going to lash out an at employee at a store. I stopped because I thought, this is not about what the employee did or didn't do, it is about me. That feeling is always with me before I act because something may have happened to someone that was situational. I also find that if is not situational and is habitual, Wal-Mart among many others will fire the employee. In our real estate practice it is helpful to remember that other people have emotions, can act them out, and it is not about us.

My husband knows that if I get bad customer service the store or restaurant is black listed. I have gone out of my way to more expensive grocery stores because of the service!

I hope you do take your business elsewhere. Walmart stresses me out. Hard to find things, always jam packed, wait in line and sometimes rude people. I would rather pay more for a better experience and better service.  Maybe that clerk was having a bad day though.

Great little story, not what I expected.  I remember complaining about a transaction to my broker about 14 years ago.  He stopped me dead in my tracks when he said, "Thats why you make the money that you do".  We perform a valuable service for our clients.

Hi David,

I often share the same thoughts about Wal-mart.  But you turned your experience into a positive one.

David,

I guess it is hard on WalMart making all that money. Wish we had a competitor here in my area!

I'm not a big fan of Wal-Mart either, but I'm glad you learned something from the experience that will help you become a better agent.

David: Great post. Our customer should ask us that question before hiring us. Passion is the name of the game! Thanks again!

Great post. Why are we here? All of us need to rethink that idea.

"Why am I here?"

I just wrote that question up on my white board, and will be using it as a tool to stimulate my noodle all week!

Thank you so much for sharing, and asking a question that we ALL need to think about from time to time.

Have a Profitable Day!

I always try to be extra nice to people who work at Walmart and other low-paying jobs.  It would be hard to be cheerful at a low-status job that doesn't pay well.  It could wear a person down a bit after a few years (maybe months).  I smile and make eye contact and even try to draw them out a little.  When I do that I find out that they're human beings after all and sometimes just need a little love/attention.  That's why I'm here.  Rita

great post and I had a similar experience actually also at a Walmart.

Bettina

"Why am I here" really makes you stop and think in a variety of situations.  Even sometimes for me if I end up in a room not knowing what I came in that room for! LOL.  Thanks for the inspiration.

David, I like how you turned it around and made it positive! I personally don't use the self check outs since I spent many years paying bills from behind a register (not walmart though). I can say from experience they are just as frustrated at the lines as we are, and being on the frontline is tough. The question I have is what happened to the Walmart that sold "Made in America" products? or am I showing my age?

I commend you for turning a very frustrating, and potentially nasty situation into a positive moment of reflection. If I go to Walmart expecting Nordstrom...I will be disappointed every time.

Hi David -- What an inspiring story.  You are a great story teller and had me enchanted all the way through.  Very insightful.

Whether it's WalMart or a real estate agency, it seems there's a bell curve - a few who are outstanding, a few who are horrible, and most who fall in the middle.

Was she working on Employee of the Month???  She missed the rules or thought she was being "punked"

You could have responded that you were there to make her day more miserable than it obviously was already. 

loved your post... i agree with all of it.. especially the "why would you go to walmart" part...i had rather pay more somewhere else!! You are correct about learning from those situations!! we can always look at time like that and decide to NEVER let one of our clients say something like that about us!!