Three Stops, Three Faces: What Customer Service Really Feels Like
I had three very different customer service experiences across two days — and together, they painted a vivid picture of what dealing with the public should and shouldn’t look like.
Here’s the thing: not every customer walks in knowing what they want. Some of us have questions. Some of us only have questions. We’re unsure, we’re overwhelmed, and sometimes we’re just trying to make a good decision with limited information. That means good customer service isn’t just about ringing things up fast or smiling at the counter. It’s about patience. Kindness. Presence. And the ability to treat someone like they matter — not like they’re a bother.
Stop One: Dismissed at Best Buy
I walked into Best Buy yesterday ready to make a major purchase — an iPad. The staff member I approached was on their phone and clearly didn’t want to be bothered. Then another customer walked up and they just… walked away from me. No "I'll be right back," no acknowledgment, nothing. Just handed me over to the air and made me feel invisible.
Maybe they don’t work on commission, maybe they do. Either way — they lost a $1,000 sale because I walked out. And I didn’t look back.
Stop Two: A Stranger Named Reagan
Later that same day, I wandered into PetSmart. I’ve been curious about fish tanks for a while, but every time I tried to ask questions, the staff always seemed too busy or too indifferent to really help.
Enter Reagan. And here’s the kicker — he didn’t even work there. He was just another customer, but he saw me looking overwhelmed and stepped in like it was second nature. He answered every question I had with genuine interest and made the entire process make sense. I didn’t feel dumb. I didn’t feel like a burden. I felt helped.
He even asked for my number, and I said no because I don’t trust easily — but part of me regrets not connecting further. Not romantically — just because kind people are rare and maybe we both could’ve used a friend.
Stop Three: Redemption at Best Buy (Yes, Again)
Today started back at Best Buy. It was busy, and I had an appointment, but the staff was juggling walk-ins and bookings. I understood — things get chaotic.
But here’s the difference: Surjay.
He was the one helping me, and from the start, he was apologetic and kind about the delays. When it came time for the sales pitch (which I shut down quickly), he took the no with grace. But at the end, he circled back — gently — and asked if he could give me the pitch anyway. And you know what? I let him.
I had so many questions. Asked some twice, in different ways, just to make sure I understood. And Surjay never flinched. Never sighed. Never made me feel like I was asking too much. He answered every single one with calm patience and real knowledge.
Did I overshare toward the end? Probably. I always do. But he stayed grounded and professional. That’s an A+ in my book.
Stop Four: PetSmart, Again — And Regret
I had to go back to PetSmart for supplies, and this time the employee was miserable. I asked if I could ask a question, and he literally rolled his head like I was ruining his day.
He answered everything with curt, one-word replies while inching away from me like I had a disease. I left with the bare minimum and bought the rest on Amazon. Why give my money to a place that makes me feel like a burden?
To top it off, even the manager I’d spoken to yesterday (while raving about Reagan) was cold and dismissive. What’s going on over there?
Stop Five: Ian, The Plant Whisperer
I ended the day at a local plant nursery — and thank goodness for that.
That’s where I met Ian.
I had simpleton questions about plants. Stuff most people probably know. But Ian treated every single question like it mattered. Like I mattered. It’s hard to explain how he did it — like he instinctively knew how to talk to someone like me. Like he understood my need for clarity, and didn’t judge how I asked or how much I needed to ask.
He made me feel like I had a place in that store. And in this world, for that matter.
Final Thought: The Invisible Currency
Customer service isn’t about checking boxes. It’s about connection. It’s how you make someone feel when they’re uncertain. How you talk to them when they’re asking things you’ve heard a hundred times before.
Some of us walk into stores with more anxiety than money. With more questions than answers. And when someone takes the time to meet us where we are — we remember it. We come back. We trust you.
And when someone shrugs us off, talks over us, or rolls their eyes?
We walk away.
🥖 Easy Cheesy Garlic Bread Pasta Bake
Because some days, you deserve pasta and garlic bread — all in one cozy dish.
Ingredients:
For the Pasta:
8 oz pasta (penne or rotini work best)
2 cups shredded mozzarella cheese
1 cup marinara sauce
1 tsp Italian seasoning
For the Garlic Bread Topping:
1 small baguette or 1/2 loaf of Italian bread, cut into cubes
3 tablespoons butter, melted
3 cloves garlic, minced
2 tablespoons olive oil
2 tablespoons parmesan cheese
1 tablespoon chopped parsley (optional)
Instructions:
Preheat oven to 375°F (190°C).
Cook pasta according to package directions until al dente. Drain and toss with marinara sauce and Italian seasoning.
Transfer pasta to a greased 9x9-inch baking dish and sprinkle 1.5 cups of mozzarella cheese over the top.
Prepare garlic bread topping: In a bowl, combine bread cubes, melted butter, olive oil, minced garlic, parmesan cheese, and parsley. Toss until bread is well-coated.
Top the pasta with the garlic bread cubes, covering evenly. Sprinkle the remaining mozzarella cheese on top.
Bake uncovered for 20–25 minutes, until the bread cubes are golden and crunchy and the cheese is bubbly.
Serve hot — fork in one hand, napkin in the other.
Downloadable recipe to save to your files
Why this Recipe?
After a day of wrestling with the public and teetering between patience and frustration, this dish gives you both your comfort foods without forcing you to choose. It's carbs-on-carbs, cozy, and forgiving — just like we wish people could be.
✨ Mindfulness Moment
Mindful Connection Check-In
Before you walk into your next store, office, or appointment, take a moment.
Ask yourself: "How do I want to show up for the people I meet today?"
It’s a quick way to set an intention for kindness — and a way to stay present in your own experience too.
✨ Pause and Reflect Journal Prompt
Reflect on a time when someone’s kindness or patience made a big difference in your day. What did they do that stuck with you? How did it shift your mood or your decision?
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Freebie: Customer Service Gold Star Checklist
Customer Service Gold Star Checklist
Next time you experience great service, notice if they:
■ Greeted you warmly
■ Made eye contact
■ Listened without interrupting
■ Answered questions patiently
■ Made you feel heard
■ Stayed present without rushing
■ Gave clear and helpful information
■ Thanked you sincerely
Bonus: Leave a positive review or tell a manager when you meet someone who checks all the boxes. It’s the easiest way to spread a little more of the good stuff around.
🌙 P.S. — Craving more cozy, life-elevating finds? Peek at my personal picks— the little things that helped me build a softer, stronger life.
