Monday mornings always seem to creep up on me, no matter how diligently I try and prepare for them. It’s more than a bit ironic, considering they predictably arrive at the exact same time every week. Despite the progress I’ve made in being a better “Monday Planner”, today was one of those Mondays where I found myself behind schedule.
Without groceries for the week, I decided to swing by a local fast food joint for a quick lunch. It was just after noon, so I wasn't surprised to see a line of people already waiting inside. What did surprise me, however, was that the line wasn't moving. Like any millennial, I took my place in line and pulled out my phone to take a scroll through social media to pass the time. After a few minutes, I glanced up — still no movement. By now, the line had grown to around ten people. Curious, I took a few steps to the right to peek around the corner and discovered all three workers busily making online Doordash orders.
Returning to my spot in line, I couldn't help but feel a wave of irritation wash over me. My frustration wasn't about being "hangry," nor was it about the length of the line, as I wasn't in a particular rush. It was something deeper that was bothering me. For all of us waiting, our presence as in-store customers was being overlooked.
As a professional in the business world, I can’t say enough about the value that in-person service delivers. It’s interesting to think about, because the services I provide in an in-person setting are often indistinguishable from the services I provide via email, text or over the phone. So, what’s the difference? There is a very real human cost involved when a customer takes time to meet in-person. It’s a cost that does not exist in the same way when services are being provided by other means. What makes in-person interactions special is the investment of the most valuable asset we have — time.
As a professional, acknowledging and being respectful of this time cost makes all the difference. When a customer shows up in-person to receive your services, they are displaying a level of “skin in the game” that an online interaction lacks. This is not to say that online interactions are unimportant, but it is to say that they are not equal.
Business aside, on a human level, there is something both moral and ethical about giving your time to someone who is giving you theirs. Time is the only currency all humans share, and also the only currency we cannot calculate. The only absolute about the currency of time is that all of us eventually run out of it. Respecting the time cost of others is a measure of basic human decency, and a culture that loses this perspective is a culture that is out of order.
This is what bothered me most about my simple lunch experience. For every customer in line, the in-person nature of our visit, and the time cost involved, was left unacknowledged. In a modern world increasingly driven by convenience and instant gratification, it’s important for us to remember that life needs to be about more than getting everything as cheap and easy as possible. Next time you find yourself in line as a customer, or in your professional capacity servicing an in-person client, take a moment to recognize the value of being present.
Alright, time to place my order…
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