Do you want fries with it?

By Rajesh Setty on Sun 15 Feb 2009, 6:49 PM - 5 Comments

Yes, you got to follow the process but.. you need to use your brain too.

Here is an example:

I was at Frys buying a gadget for around nine dollars. The person at the cash register did something on the computer, paused, looked at me and asked – “Sir, would you like to buy an insurance for this item..it’s only $5.95″

I was busy checking something on my blackberry. I looked up and smiled at him.

Thinking my smile was a nod of agreement, he asked again – “Should I go ahead and add it?”

I told him that I smiled at him surprisingly not in agreement.

It is interesting to observe people who are blindly following the process. I feel sorry for them in a way as I honestly hope that the kid who was working there wanted to get some “experience” in the real-world but this is really not the way of getting that experience.

Oh, well..

PS:

1. I love Frys and this has nothing to do with the store. I wish them well.

2. The title was tongue-in-cheek – pun intended.

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Abhishek on February 16th, 2009

Hi Rajesh,

I don’t know whether this is the right platform to ask my query. The basic reason is lack of career guidance and corporate grooming in majority of Indian firms and universities.

I am basically looking for a list of 5 to 10 or more books that you feel recent college graduates MUST read.

It would be helpful if you can touch the following topics – time management, career, people skills, corporate culture/politics, decision making etc

The question is quite generic and can benefit a lot of college students or recent graduates.
I do understand the effort required from your side but this post from you will have very high ROII for us.

Thanks
Abhishek

Rajesh Setty on February 16th, 2009

Hi Abhishek,

My book recommendations are on this lens:

http://www.squidoo.com/inspire

Have a great week ahead.

Best,
Raj

Shankar on February 16th, 2009

Hi Raj,
I agree with the reasoning but my perspective is this : -

A process/system should be such a way that even a fool shouldn’t be able to mess it up…right?

In your scenario, whoever designed the system should have just added another conditional…

If (Insurance cost tends towards Cost Price)Then
abortInsuranceRequest

We can’t blame people on the assembly line if the Car is faulty…the blame… should be/usually is… directed towards the designer/manufacturer..right?

Rajesh Setty on February 16th, 2009

Shankar,

Thank you. Fixing the program is definitely one approach. The other approach is to teach people to make the right decisions on the spot. Whatever the system suggests – the person does not have to blindly follow.

I am not blaming anyone. I am feeling sorry for the person as he is not “thinking” on the job. This kid is “working” but not getting the “experience” form the work he is doing. That’s the sad part.

Best,
Raj

Grampa's 7 Decades c/w Potholes on February 16th, 2009

There is often progamming of the store staff.

Once on entering a clothing store I was greeted with, “Hi there, how are you today?” by 3 different clerks, all with a pleasant smile.

It’s very common here to pass through a store checkout with “Have a nice day!” Sometimes this is done in a mechanical or sullen manner. Perhaps the person is underpaid, overworked or just has a lot of personal or family problems to deal with.

“You have a nice day too” and a smile returned might be in order.