Exasperating behavior becomes ‘a beef’

Frauds, scams, unethical practices – these are things you can get your teeth into, things you can do something about. But there are also little things that aren’t clear violations of law or ethics, just pesky, troublesome, aggravating things that drive you crazy. These troublesome, frustrating things that waste your time and raise your blood pressure have been called “perfect squelches,” “gripes,” or (Andy) “Rooneyisms.” We choose to call them “beefs.” Here are two examples:

You go to a store and stand in line waiting for a clerk’s attention. Either just before the clerk acknowledges you, or during your conversation, the telephone rings. The clerk picks up the phone and starts having a conversation with a telephone customer while you stand and wait.

My Mama always told me that to “line jump” wasn’t courteous and that if you pushed your way in front of someone else in line, you were liable to get your nose punched, or, at the very least, get slapped with a pocketbook. So, why – since you spent your time, gas, and shoe leather to go to the store and shop – does this telephone shopper who doesn’t make the effort to lift his or her butt off the couch all of a sudden get to jump in front of you?

I asked a local store manager what the policy was on this and he responded “we tell the clerk to politely tell the customer ‘one moment please, I’ll be right with you’ while he or she takes the call.” Excuse me! Why not tell the electronic mall cruiser on the other end of the phone line “pardon me but I’m with a customer, I’ll be right with you?”

How did the store manager respond to that suggestion? “We’re afraid the customer will hang up and we’ll lose a sale,” he said.

Lose a sale? Let’s try a little common sense here. If the at-home shopper hasn’t even shown the initiative to walk out his or her front door, what are the chances that she or he will more likely make a purchase than a customer standing at the register with cash, credit card, or checkbook in hand? What if the CUSTOMER turned around and walked away while the clerk was on the phone? How many sales were you assured then Mr. or Ms. Manager?

Our suggestion? A line, is a line, is a line. Store managers, tell your “associates” (that’s what we call them now) to take customers IN ORDER no matter if they are standing in front of you, sitting at home, or cruising down the highway talking on a cell phone. Customers … if you get “line jumped” by a phone call, find the store manager and tell her/him why you are leaving to shop at another store. If enough of us do it, some customer courtesy policies might even change.

Here’s another beef: Have you ever noticed how some of the larger outlets decide to restock their shelves during peak shopping hours? They block off aisles with carts and rope off areas while jitneys lift crates to top shelves. Have you ever wondered why they don’t do this before or after store hours? Of course, you know, they would rather inconvenience customers than pay a couple of “associates” an extra hour or two of minimum wage. So much for total quality management.

OK, so much for us. Do you have a special “beef” to share? Send it to “Forum” and make sure you include the words “Here’s my beef,” on the envelope. Who knows, you may even see it in print.

Consumer Forum is a collaboration of the Bangor Daily News and Northeast COMBAT/The Maine Center for the Public Interest, Maine’s membership-funded nonprofit consumer organization. For help or to request individual or business membership information write: Consumer Forum, Bangor Daily News, PO Box 1329, Bangor 04402-1329.