Poor Service and Market Observations

Went to a coffee shop this morning, was pretty busy and I witnessed what has become more common...'poor service'.

I watch as customers, paying for their overpriced coffees, teas, etc, were met with disrespect, ignored and expected to 'wait their turn' for the magical elixir to be created by skillful, highly trained engineers and scientists.

One man, Sean (I later learned) stood at the counter and had been there since I was in line...waiting. He had part of his order. He flagged down someone and asked about the remainder...'that's Sarahs station I don't know' was the curt response and swift turn around to get back to her highly skilled position. Interestingly the knowledge workers were engaged in playful intra-crew dialogue throughout my observation period of nearly 15 minutes, showing they had developed the intricate communication skills, just hadn't transitioned them to the paying customer.

Then my order was announced, I responded with walking to the counter and an arm raised to indicate that it was indeed my order. By the time I got to the counter (sub second) the scientist had turned and I called three times 'miss, MIss, M I S S' the last outburst broke her intense concentration and she turned back to me. I asked 'where is... 'then she turned around and went back to her important tasks at hand. I looked at my emerging new friend, standing 12 feet away and we both shook our head.

A young man came by to deliver another customer their container of pure bliss and I asked 'where is the rest of my order' he glared 'if its something to be heated they're behind' and turned around.

I began to think that maybe this was an intricate order mystery, leaving customers to contemplate the clues in order to complete their order and the wrong inquiries were met with disdain. I hadn't observed a correct question so was unaware of a positive clue just process of elimination at this point.

Mere moments later a young lady walks near me, yells my name, I gleefully say yes and received the remainder of my order....then in almost unison, Sean's name is blared and he gets his prize as well.

Sean and I walk out, a black and white guy, sharing the dilemma of what has happened to service. He said 'I could look at it as a racial issue but they don't care about any customer.' I asked 'why do you think that is?' and we came to the conclusion the employees don't connect the paying customer to their actual income which affords them the various tattoos, piercings and other luxuries in their life like food and clothing.

It must be, we surmised, that they believe their income comes from the establishment they work for and therefore we are interruptions in their daily activities not the very source of their income.

That led us to understand why they believe a big government is important because that's where their stimulus and other benefits come from....not from the millions, including themselves, that pay taxes.

That disconnect, observed in poor service, is at the root of current national debates. A disconnect between the markets that create value and the value is taxed by government for what is to be government responsibility. When we begin to believe that the market is an inconvenience we begin to despise its existence, although without it, there is no government. Without a free people, there is no market.

Draw your own conclusions, but for Sean and me, we think we figured it out. Just a black and white guy, wanting some coffee and a little respect for selecting their establishment and an exchange of goods, money and service oops I mean goods and money.