phase(two)learning is taking a week off…so for today’s post, please enjoy this encore of a favorite phase(two)learning post from 2012. See you next week!

This afternoon, I went to my friendly neighborhood convenience store for some caffeinated refreshment (if you’ve checked out my About tab, you’ll remember that I have a “wicked caffeine addiction”).  While I was in the store, I overheard one of the two cashiers (loudly) remarking that she “didn’t trust the guy at Pump 4.”  She was making a rather large spectacle about how people who drive that kind of vehicle (a white Jeep Cherokee) and wear camouflage are just the type that might drive off without paying for their gas.  Not exactly sure about her logic, and I was insulted FOR this guy, but intrigued nonetheless.  I couldn’t help but wonder if she knew the guy, or if he was a repeat offender.  I slowly milled around the store, getting my drink, and meandered to the cashier so I could see if this guy would come in to pay for his gas.  Of course, I really had no doubt, but I was even more curious to see how the cashier would treat the guy when he came in.

Fast-forward about 2 minutes:  The guy DID come in, of course.  And he promptly greeted the cashier with a friendly voice, paid for his gas, bought a lottery ticket, wished her a good afternoon, and left.  Hmmm.  I wanted to express my disappointment in her behavior – from both a customer service perspective and a DECENT HUMAN BEING perspective.  But I didn’t…I just paid for my drink and left.  It did get me thinking about how similar attitudes can plague a veteran trainer:

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