The Customer Experience

I was 16 years old, working in a gas station and had just received my first bollocking from my manager. I was disgusted.

What do you mean “improve”? I charged him correctly, didn’t I?

My manager looked at me, disappointed…

Yes, Des, you charged him correctly. But a fucking vending machine does that! And they show up on time; they’re more accurate; I don’t pay them by the hour; and they’re never hungover. Your job is to do something that a vending machine can’t do. Your job is to make our customers happy; to give them a good experience; to bring them back here again. Get it?

Read this post at Smashing Magazine