Icon at a gas bar

It’s the sort of thing I do mindlessly. Pull up next to the pumps. Pop the gas tank cover lever next to my driver’s seat. Walk around to the pump. Pick up the nozzle. Press the self-serve request for gas. And fill my gas tank. Then, just as mindlessly, I walk into the gas bar booth to pay for my gas. Only this time, when I entered the booth, I was almost bowled over by the music blaring inside.

“There was a time in this fair land when the railroad did not run,” an unmistakable voice was singing from the booth speakers.

And I nodded my head so the booth attendant would realize I heartily approved. And then I asked him why that music, why that loud?

“Because this month is Canada’s 150th,” he said with a pinch of patriotism. “And after all, it IS the greatest Canadian song ever.”

Customer Service 101

Stormy weather on the customer service front.

Remember those threatening storm clouds that rolled over town last Saturday morning. They popped off some lightning bolts, rumbled with thunder and then, just as Canadian Tire was full of folks doing last-minute Father’s Day shopping, inside the store there was a momentary blackout.

Simultaneously there was an audible sigh as everybody in the store realized what it meant. The store’s entire electrical system – from lighting, to security alarms to cash registers – would have to reboot before things got back to normal. What was worse, with everything at a standstill, the line-up at the checkouts was growing fast.

Almost as quickly, with the temperature among impatient customers (and the store itself because the air conditioning also had to reboot), a guy in a blue Canadian Tire shirt slipped past the queue, grabbed an armful of bottled water and began handing out the bottles for free.

“Sorry for the inconvenience,” Kevin the store manager said. “We should have things back to normal in a couple of minutes.”