The Year of the Mat
On April 7, 2015 by Speranza
Perhaps it’s because I myself have worked in public service for many, MANY years that I have a certain expectation of how I should be treated by store clerks or basically, anyone behind a counter. Firstly, no matter what kind of slack-jawed, no eye contact person I encounter, I will never be rude or do the whole store meltdown thing but what I will do is happily return home and send a detailed email about “how we did today.” (Which incidentally, is a universal way to get management excited, especially if you send it to someone with a real name at HQ. Just saying.)
And no, I am not a curmudgeon(ette) or even remotely uptight I merely expect to be treated fairly and hopefully with a few jiggers of respect and understanding thrown in if I am trying to resolve an issue.
Okay so last week I presented at a certain store carrying a mat under my arm for a print that needed re-framing. I knew the exact colour I needed which was plain, olive green. I would also have been fine with black.
The woman behind the desk was occupied with other presumably more important framing projects for a good five minutes before looking up and when she did, she did not speak.
Her expression suggested that I had interrupted an instore writing of her LSAT and she only had a few minutes left.
I said that I would like to get an estimate for having a mat cut and that I had brought the correct size with me (here gesturing to mat I was holding).
She pointed to another counter, final-spirit-Christmas-Carol style – still no words – and then joined me at the new counter.
“Where’s the art?” she said.
“I didn’t bring it but I do know I’d like an olive green mat. Or black, black would work.”
She looked at me with false confusion – an intimidating technique I am not unfamiliar with – as if she was having trouble processing the information I had imparted.
“Sooooo, you’ll kinda need the art?”
“I understand what you’re saying but I am really good with green or black.” (I think we can all agree that I am not doing the whole Ugly-Customer -Has-A-Wobbler-In-The-Store here.)
“No. For a mat you’d need to bring the art in.”
“Okay, just give me an estimate based on the size here then” I said and she let out a big, theatrical whooshing sigh before measuring the pre-existing mat and announcing a price that sounded like the cost of a weekend for two in Paris.
She finished off our meeting with a judgmental shrug that clearly said “As if you could afford it anyway, you insignificant bug.”
As I walked away, I had the distinct impression that she thought I was framing something on black velvet but you know, with olive undertones in the sad clown’s pants.
I did not feel I had experienced the apex of good customer service.
That said, I went home and actually PAINTED the cardboard mat myself. I had nothing to lose – and you know what? It looks amazing.
A tiny roller, some leftover house paint and my print is stunning.
(PS I didn’t even send a complaining email – because this blog entry is revenge enough …)
That mat looks good to me!
And where, where, where were you treated so poorly? I’m dying to know! I’d love for it to be a big, impersonal chain store, but sadly, I’ve had such an experience at small independents, too.