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In yesterday's San Jose (CA) Mercury News, columnist Scott Herhold wrote about his dislike for several facets of interaction with servers, cashiers etc. He cited several examples, such as being asked for his zip code, being asked if he wanted room for cream, saying that he did and then getting a brim-full cup, telling the barista exactly what and how he wanted his coffee and then getting the standard questions anyway, etc.
Prompted in part by my education on this board, I sent him this e-mail:
"I share your tendency toward curmudgeonliness. I figure I've worked all my life to become a grumpy old phart and I'm going to enjoy the experience. But (and you knew there was going to be a 'but' coming, didn't you) I think your responses are directed at the wrong people. Almost invariably, those annoying remarks at checkout are dictated by management and the low level folk making them are required to say them as a condition of employment. If you truly want to complain, sympathize with the poor schlubs who have to mindlessly repeat the same crap to every customer and complain to their management. The counter folk don't like doing it any more than you like having it done to you. But if they want to keep their usually laughably low paying jobs, they have to. Don't like being asked for your zip code? Make one up. They don't care, and it saves them the hassle of doing so. Annoyed by mindless repetitiveness? Try to remember that this is one of only a few cups of coffee you will order that day, but just one of 1-200 they will serve.
Why am I so sympathetic to their plight, even though I've never worked that side of the counter? Part of it is just sympathy with people who have to do jobs that expose them to people like me every day, but it's also informed by a recent discovery: have a look at customerssuck.com for the view from the other side of the relationship.
And good luck in wading through the flood of responses I'm sure your column will engender."
Prompted in part by my education on this board, I sent him this e-mail:
"I share your tendency toward curmudgeonliness. I figure I've worked all my life to become a grumpy old phart and I'm going to enjoy the experience. But (and you knew there was going to be a 'but' coming, didn't you) I think your responses are directed at the wrong people. Almost invariably, those annoying remarks at checkout are dictated by management and the low level folk making them are required to say them as a condition of employment. If you truly want to complain, sympathize with the poor schlubs who have to mindlessly repeat the same crap to every customer and complain to their management. The counter folk don't like doing it any more than you like having it done to you. But if they want to keep their usually laughably low paying jobs, they have to. Don't like being asked for your zip code? Make one up. They don't care, and it saves them the hassle of doing so. Annoyed by mindless repetitiveness? Try to remember that this is one of only a few cups of coffee you will order that day, but just one of 1-200 they will serve.
Why am I so sympathetic to their plight, even though I've never worked that side of the counter? Part of it is just sympathy with people who have to do jobs that expose them to people like me every day, but it's also informed by a recent discovery: have a look at customerssuck.com for the view from the other side of the relationship.
And good luck in wading through the flood of responses I'm sure your column will engender."
So much truth it hurts. *nods in agreement*
That's priceless. 
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