Use Your Words

Communication techniques that work

Photo by Jason Rosewell on Unsplash

Years ago, I worked at PetSmart, where I was cross-trained for several different roles. While I preferred to be on the sales floor selling pets to adorably excited families, I sometimes really enjoyed the rhythm and ease of cashiering.

Say hello. Scan, beep, bag. Scan, beep, bag. Collect payment. Send them on their merry way with a smile and a wave.

One day, a sullen-looking customer approached my line with several items: a dog toy, a rawhide, and two cans of food. Hardly an unusual purchase.

I greet the customer. No response.

I think I hear them mumble something, but I’m not sure. “Did you find everything today?” I ask.

Again, a slight mumble. I figure they said, “Yes.”

Scan, beep, bag. Scan, beep, bag. Suddenly, the customer begins singing. Their song starts soft but quickly gets louder and more obnoxious:

“No bag, no bag, NO bag, NO BAG!”

I stare at them in shock.

“Ma’am, did you just sing ’no bag?” I ask after I’ve picked my jaw up off the floor.

“Well, you didn’t listen when I said it, so I figured I’d sing it,” they responded.