sometimes resembles the “trash talking” that evolved from TV wrestling (or should I say rasslin’). I’ve actually heard conversations where a customer called their supplier a son-of-a-b – – ch to his face. I’ve also heard much worse, but won’t be able to print it here.

3. It seems to be trendy to be fashionably late.

So many people show up late for meetings and really have no substantial excuse other than they just couldn’t get their own act together.  I’ve had folks show up late when they were trying to sell me, or a client, their products or services.  Really?

4. Management, who are supposed to be leaders, and are too busy, too lazy, too
afraid, too lenient, or too non-confrontational to take action to eliminate this type of behavior, which by the way, is a direct reflection on them and the owners of these businesses.

Simply put, real leaders are supposed to do two things for their companies: Make more good things happen and make less bad things happen.

If it were your company, would you actually hire people who only stock the produce section displays with lettuce? I think not, or least I would hope not. I’d want my entry level produce clerk to be able to answer customer questions, handle complaints, and quickly know where to go get help should he or she not be able to resolve customer inquiries or issues.

That’s what I remember about my local food store when I was an impressionable young boy. Maybe it’s because there were eight kids in my family, but the butcher felt compelled to call us when there was a sale on chickens, or steak or even ground chuck, so we could stock the freezer. Now that’s creating real and sustainable customer satisfaction!

So, this actually happened to me in a recent trip to a local supermarket chain. We all know that often shelves are stocked with new items and price markers are not updated. Perhaps that’s a fact of life. So, I asked the produce clerk if he could tell me how much my grapefruit item cost, and he looked at the same confusing price tags on the displays I had looked at before asking him, intently studying them.

Finally, after scratching his head – just the way I had done a minute before – he said, “I don’t know. I’ll have to tell supervisor he hasn’t changed the price tags yet.” He promptly turned around, and went back to unpacking and stocking bags of baby carrots.

So there I was left holding (no pun intended) the bag – of grapefruit. Ten pounds. Needless to say, I wasn’t impressed . . . and I guess the butcher forgot to call me about Boston butt being on sale.