Miss Cool, Calm and Collected
--by RoseMarie, posted Mar 17, 2016
Pamela works at the express checkouts in a busy supermarket . She deals with issues when the self serve checkout experiences a problem (no price on product, machine malfunction, etc.). She supervises these checkouts and usually has barely dealt with one complaint before another is created.
When I first talked to Pamela, I had called her to the checkout I was using. There wasn't any problem with the checkout though. My issue or should I say concern was about Pamela. She looked frazzled and was under a lot of stress as she quickly moved from one checkout to the next. Couldn't deal with one customer query quick enough to get on to the next. It's a bit of a fire-fighting job.
I told Pamela that she needed to slow down. I told her she wasn't getting paid enough to be working as hard as she was working. I told her that we, the customers, can wait and it is very bad for her health to be putting herself under such pressure. I reassured her that our expectations as customers are not as harsh as the ones she sets for herself. Pamela told me she would slow down. I could tell she was touched that not only did I notice her stress but that I chose to talk to her about it and was concerned for her well being. I gently told her things had to change. I told her I would be looking out for her in future to see if she had taken my concerns on board.
Well, Pamela has taken this on board. When I see her she is still doing her job but there is such a difference. Now Pamela says that customers will just have to wait their turn while she deals with another customer. She is cool, calm,and collected.
Tonight I spoke to Pamela about this. I commented on the new her. She told me that not only did she tell her husband what I said, but she has also shared it with a lot of her colleagues. As I walked away from Pamela my heart swelled. She has listened to me and now encourages her colleagues to slow down. A day's work means just that. It doesn't mean cram two days' work into one day.
I am proud of me. Not only have I caused Pamela to reflect on the stress she was putting herself under but she in turn has encouraged her colleagues to do the same.
Little positive ripple effects...