With that in mind, here's a true story from this past weekend.
I had to get my car's oil changed, and the appointment ran a little long. I was going to be late getting back home to meet my friends, so I decided to quickly run into White Castle to grab some take-out -- figuring fast food was the way to go.
I walked in and ordered a simple order -- 4 cheeseburgers and fries. The total came to around $7 or $8, and I pulled out two $5 bills to pay the cashier. I then thought that I might need the smaller bills for later in the day, so I asked for the $5 bills back and handed her a $20.
Her: Why are you giving me this?
Me: I think I need the smaller bills for later, so I'd like to pay with a $20.
Her: But, I already entered in $10.
Me: That's okay; just give me back the change listed there, plus $10 - it's the same thing and your drawer will be the same.
Her: I don't think I can do that...
Me: [head cocked to one side like a dog hearing a weird sound]
Her: Just give me back the $10.
Me: Well, if you can't do that, then cancel the order and re-ring it in. [again, this wasn't a large order...]
Her: I don't think I can do that.
Me: I'm pretty sure you can do that.
Her: I'll be right back.
She now leaves and heads to the back to talk with a manager, I guess. She's gone about two minutes (which is an eternity when you're already late). She comes back.
Her: Do you still want this order? The four burgers and fries?
Me: Yes.
Me: Yes.
Her: Okay, can I have the $10 please? [so, basically, nothing has happened yet]
Me: I can give you the $20.
Her: I need the $10; I've already rung it in.
Me: Okay, so cancel that order and ring it up again.
Her: I don't think I can do that. I'll go back and check again [as she heads back to the back again]
Me: I have faith you'll figure it out [as I walk out the door to head to Wendy's]
Wow. What bothers me even more about this (even more than the colossal ineptitude shown) is the fact that I *know* there are unemployed people who -- at this point, would TAKE a job at White Castle to help pay bills. Yet, they're repeatedly turned away for being over-qualified.
So, I ask -- does White Castle (or any employer) really get it? Isn't it worth hiring someone who is overqualified and will still come in and do a good job for you for however long; as compared to hiring someone who's happy to work for the wages, and is going to cost you business and cause blogs to be written about the customer service experience you offer?
I think the answer is pretty clear.
