Do your employees have the 4:23 Mentality?

City Hall in Mt Vernon, NY closes at 4:30 PM.

When I entered the building at 4:23 PM yesterday I was greeted by someone wearing a uniform. Not sure if he was police or security.

“We’re closed!” was what I was told in a very gruff NY voice. Good thing I grew up in NY and smiled.

I was there to facilitate a staff retreat for a client. I asked if he knew where that meeting was being held. He gave me some form of a no response and walked away. I again laughed and thought Welcome to City Hall!

I looked for some sort of meeting room assignment listing. None. I then asked another employee for some help. He sent me to the City Clerk’s Office. I walked in there at 4:28 PM.

“We’re closed!” in a very curt tone said the woman with her hat and coat on behind the counter; running out the door.

I looked her in the eye and asked if she could answer a simple question about where a meeting was being held. (And after all she did have 2 more minutes of civil service.) My body language and facial expression must have also clearly expressed disgust and a thank god I don’t live in this city. Or better yet, perhaps these people should be joining my client’s retreat and learn a thing or two about communication and customer service.

She passed me along. Through a series of three other people; two being helpful, the other clearly being bothered that at quitting time they had to help someone, I found our retreat location.

I understand quitting time. I really do. Cocktails. Catch the train or bus. Beat the traffic. Pick up the kids. Pick up dinner. Get to class. Get to the gym. I get it. I know that feeling when that customer walks through the door just as you’re thinking the day is over. Expletive. Expletive. Expletive.

But frankly I think some training is clearly needed on how those folks communicate with people. Some form of “Hi, what can I do for you” would have been a much nicer way to greet me by both of those people. And guess what, those two employees were going to hear that I was looking for a meeting room anyway. That person who walks through the door at quitting time is going to make you listen to them regardless. But instead they created a moment that made me never ever want to do business with these people. Ever. Never want me to refer a client who was looking for an option to higher priced meeting space locations.

And this is not only happening at City Hall. It is happening at lots of businesses. Retail. Service. Big company headquarters. Quitting time IS a time to go home. It’s also time to:

1. Go an extra mile and help someone.
2. Explain to someone how you can help them; but it might have to wait until tomorrow.
3. Or tell them you’re closed and perhaps lose their business (and the business of the many others with whom they share their experience.)

What’s your 4:23 PM Employee Mentality? Is it worth a discussion with your team?