EMPLOYEE ROULETTE

 

I don't know if it is pandemic related or not but have you ever noticed that folks servicing customers these days in various stores do not really know what the heck they're doing; don't understand the product line/s; how to use them; where items are located or if they are even in stock? Although it is the norm in the Walmarties of the world. 

QUICK DIGRESS: I do not darken the halls of Walmart due to cheap merchandise and abysmal treatment of their employees, many of whom have to rely on food stamps, etc. to survive while destroying the businesses of other long-standing stores in many small towns.

I confess I did make stop in a Wallymart once to look for an item I was looking for all over with no success. Not one person 1) knew what I was talking about and, 2) had no clue where to find or assist in finding said mystery item. Another unfortunate visit was related to an investigation of an ex-employee who apparently enjoyed committing 2nd degree larceny rather than conduct work duties.  Even got a "client" to lie for him when I called for verification of said employee's whereabouts.  Long story for another time, but suffice it to say police were involved and employee resigned rather go through a fun and interactive discharge process. Though I did look over my shoulder for months afterward.

Especially at hardware or building construction establishments the presence of a knowledgeable and trained employee would, on its surface, appear to be a strong requirement. Instead one gets Ethan or Amber who, busy with their phones, emanate hostile vibes upon being interrupted. Literally, you can see the little red thunderbolts circling their heads like a graphic novel's attempt to display the hero/anti hero's mood.

"Do you have a whatamacallit to filtrate the dobbly dodah in my toilet tank?" Wah? "Watamacallits are in plumbing, let me call someone.  Sure. Fool me once on you, fool me twice on me. There is no "someone" in plumbing is there? Not really.  Well sometimes there's a "George" or "Amanda" who have actually performed the task and are extremely knowledgeable not only of whatamacallits, but doohingies and howsthatagains. They can even walk you through install or gently direct you to "a professional" after they have ascertained your rehab abilities. They are uncanny that way. After a detailed description of multiple steps to accomplish the task followed by a "that's all there is to it" you usually get the point (I can't do that).

But my whole point in this prolonged and elaborate treatise is the dearth of Georges and Amandas out there providing expert assistance. We were lucky to find a fairly competent one today. I mean we all ended up reading the literature that came with the product but actual experience was in play enough to make an educated decision. If there is a knowledgeable employee, they are usually mobbed (surprise) by repair deficient customers or possibly they just do not exist anymore. 

Why is it management thinks the way to save money is to "retire" the older more knowledgeable employees in favor of the disinterested, inexperienced and unwilling to learn doofus. Because they are cheaper to employ obviously. Meanwhile this translates into customers and sales lost and these cheap employees usually leaving after a short period of time anyway. So back to hiring, training, etc., over and over and over. Get a clue hiring managers and learn to recognize value even in a more expensive package. Your customers will love you for it. That gold in the teeth, lead in the rear and silver in the hair turn into pure platinum on the sales floor.