Do the rest of you have this reaction? I walked into a Staples store on Sixth Ave. and 23rd St. in Manhattan Thursday night, needing a few mundane items
I was helped by five – count ‘em, five – nice people with smiles and time and knowledge.
One young woman met me at the door, pointed me in the right direction. One clerk dug out a 2012 datebook from a bottom shelf and another fitted refills for several pens, hardly big-ticket items and all requiring more than a few seconds of attention. And two cashiers could not have been more pleasant.
Then I read Paul Krugman’s Friday column in The New York Times that Staples has a policy of hiring for service, rather than downsizing. Those polite and well-prepared people were not there by accident.
I had the same experience on the phone the other night when I tried to cope with the hopeless non-instructions that came with a new HP printer. I was stunned to get through to Customer Support in Kolkata. The young man said “Calcutta,” the old Anglicized version, as if to reassure his grumpy caller, but we have a family affinity for India, and I knew I was in good hands. He talked me through the inscrutable process and the printer was humming in a short time.
Meantime, we hear politicians braying about growing the economy, but the biggest fortunes seem to be amassed by entrepreneurs – no names mentioned -- who line employees against a brick wall and machine-gun ‘em down. I’m not good at the math, but my visceral impression is that I am going to give my business to companies that provide service, whether in person or from Kolkata. Doesn’t that make sense to you?
“They may hate the cultural context they now find themselves teaching in, but they love their work. The Achilles’ heel of schoolteachers, one all too easily exploited by politicians, is that they love their students.”
(One of the best reads in the NYT these days is Margaret Renkl, in Nashville. In her latest post, Renkl describes the dedicated core of “born teachers” – the majority, she submits.)
(From Madeleine Albright in one of her final interviews in February):
“Putin is small and pale,” I wrote, “so cold as to be almost reptilian.” He claimed to understand why the Berlin Wall had to fall but had not expected the whole Soviet Union to collapse. “Putin is embarrassed by what happened to his country and determined to restore its greatness.” – Former Secretary of State Madeleine Albright, recalling her first meeting with the relatively unknown Vladimir Putin in 2000. – The New York Times, Feb. 23, 2022.