A Spoonful Of Sugar

By: Jeff Genung

A spoonful of sugar

Often in my travels about town I’m asked, “What can Organization X do to get more/better coverage in your paper?” The answer is simple, but often taken as glib. “Say please and thank you,” I tell them.

Sounds kind of trite, but it’s perfectly true. The same lessons that mom imparted on you as a toddler are every bit as effective in the adult business world today as they were when you were eating paste in kindergarten.

We’ve sadly become a culture of instant gratification, firing off requests and demands with only our own aims in sight. The axiom holds true not only for the newspaper industry, but for every service one performs for another, every day.

Personally, I seem to be some sort of magnet for poor customer service, no matter where I go. Though there are shining exceptions, I invariably find myself stuck in an endless line, hoping desperately to gain someone’s attention, forgotten or ignored entirely, or greeted with utter disdain from someone who clearly hates her job.

A good example, and non-local for the sake of propriety – I went down to Binghamton a while ago to do some shopping with friends, and stopped off at a fast food establishment for a quick, cheap dinner (not a usual haunt of mine, I assure you). It was late, about 9 p.m., and the restaurant was devoid of customers. Standing behind the register was a young man who looked as if he had slipped into a coma hours before.

Glassy-eyed (not that he made eye contact) and hopelessly forlorn, this kid took our orders reluctantly and punched them into the cash register as if he were simultaneously taking his dying breath. I have no doubt that a career of any length in fast food is indeed a slow death, but for Pete’s sake kid, grin and bear it while you’re at work.

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Not once was a “please” or “thank you” uttered, although I did rejoin his lackluster performance with a hearty “You’re welcome.” After which, I’m sure, he went back into the kitchen and sneezed over my quesadillas.


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