GORDON LIGHTFOOT | Culture
QUIET PROFESSIONAL
A Night n Day employee in Hamilton has been praised for her professionalism after serving the same customer four separate times in one day without once asking what was going on.
The man, believed to be in his early 30s, made a series of increasingly casual visits to the store, each time acting as if it was his first appearance.
Worker Olivia Chen says she recognised him immediately by the second visit but made a conscious decision to say nothing.
“You just know not to say anything sometimes. Same hoodie, same walk, same ‘just this thanks’ vibe,” said Chen, calmly scanning a can of V and a packet of lollies. “But it’s not my place to mention anything.”
Chen says the third visit confirmed her approach.
“That’s when you double down on being normal. You keep it friendly with no raised eyebrows and no ‘back again?’ chat. Just good service.”
By the fourth visit, which included what could only be described as a fairly ambitious combo of a pie, chocolate milk and a family share bag of chips, Chen remained composed.
“He looked me dead in the eye like it was the first time we’d met. So I just went with it. Sweet as, that’ll be $14.80.”
The customer, who declined to be named, says he appreciated the discretion.
“Sometimes you just need a few trips, you know. Like obviously I’ve got something going on, but I don’t want it expressly mentioned,” he said. “She handled it well. Didn’t make it weird.”
Retail behaviour specialist Mark Henderson says the situation highlights the value of consistent customer service.
“A good store front person should be approachable and non-judgemental,” said Henderson. “It creates an environment where customers feel comfortable making multiple visits without fear of scrutiny, which is clearly important for some people.”
At the time of writing, the man was reportedly considering a fifth visit later that evening, with Chen expected to greet him as if nothing had happened.
More to come.
