Customers: Prize or Nuisance?

My wife and I just returned from a quick weekend trip. I had two contrasting experiences that became an important Customer Service lesson.

On Thursday night, we walked into a Gap outlet store. It was my birthday and I'd received a gift card from the chain, so we figured we'd use it. After shopping for about a half-hour, we headed to the counter with a few items to purchase. The store manager was standing off to the side of the checkout counter training a new employee. She saw us standing there and got on her little intercom headset.

"Travis, can you come to the front and check out some customers please?," she said into the microphone. She didn't try to hide it. She said it rather loudly with just a hint of annoyance in her voice. After about 30 seconds of standing there continuing her training and not even acknowledging our presence, she finally grunted in frustration and came over to the counter, took our merchandise and began to check us out without making so much as eye contact with us.

I felt like a nuisance. I almost apologized for being in her way. Ironically, as we walked past the manager and new employee on the way out the door, we overheard her say, "Make sure you take care of the customer. You know, make them feel special."

On our getaway, we stopped by another merchant. We'd called ahead to see if they were open. It was the end of the day. They asked when we could be there and agreed to stay until we got there. They greeted us and introduced themselves, making small talk as we browsed. We never felt rushed. It was as if we were considered friends waiting to happen. I felt prized. On our way out the door of the establishment I noticed the floor mat. It read, "If we don't take of our customers, someone else will."

Do customers walk away from their experience with you, or your company, feeling like a prize or a nuisance?