“Did you find everything you were looking for?”

It’s the new mantra at the checkout counter of our local grocery store.

The cashier asks it with a smile, but the underlying message is clear: “We hope you say yes.”

But what if the answer is “No”? How does the store handle that? Apparently, no one thought that part through.

“No, you’re out of several fresh vegetables. We also came looking for a particular cut of meat that’s usually in stock, but that’s missing, too.”

The cashier’s reply?

“Oh.”

She froze for a beat, said nothing, and then proceeded with the transaction as if nothing had happened. No attempt to resolve the issue, no follow-up, no acknowledgment that the question was actually meant to invite a conversation.

Here’s the problem: If you’re going to ask a question, be prepared to listen to the answer. If you can’t respond to customer feedback, don’t ask for it in the first place.

If the cashier had reacted differently — perhaps by calling the vegetable manager or the butcher to find a solution — that would’ve made the question worth asking. A simple acknowledgment and effort to address the issue would have shown that the store cared about its customers’ needs. But no. The interaction ended with a shrug and a silent checkout, highlighting the store’s lack of preparation.

Imagine this: The cashier logs our complaint in a system where others like us can also leave feedback. The store manager reviews these reports daily, adjusts inventory levels accordingly, and makes sure popular items are consistently stocked. That would be proactive, not reactive. That would show a commitment to customer satisfaction. But that’s not happening here.

What’s worse is that it’s not just a one-off incident. This happens frequently — it’s the pattern, not the exception. Last week, I tried to find a specific brand of almond milk that I regularly buy, but it was out of stock again. The cashier’s response? “Oh, that happens sometimes.” No apology, no alternative suggestion. Just a passive dismissal of a valid concern.

Consider this: How much time and energy are they wasting by asking a question they’re not prepared to respond to? How many customers are left dissatisfied and frustrated because their concerns aren’t addressed on the spot? The answer is, “A lot.”

It’s not just about the inconvenience of a missing item; it’s about the feeling that your concerns don’t matter. The transaction loses authenticity and trust, which, as you know, is very difficult to build. 

So next time, before you ask your friendly “Did you find everything you were looking for?” ask yourself if you’re ready for the answer — and whether you’ve actually equipped your staff to respond to it. If you haven’t, maybe it’s time to rethink your approach.

Perhaps as I am leaving your store isn’t a good time to remind me how disappointed I am with your shortcomings. 

“Now that you mention it, maybe I oughtta try another store next time.”

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