This morning I had to fast before a blood test. What with one thing and another, most of them because it was the first day of classes at Cameron University, I walked into a WHATABURGER at 11:05 finally to get something to eat. What I really wanted was breakfast, but knew I was past time since the sign behind the counter read Breakfast served till 11 am. Angling for some mercy, I said to the young woman who waited on me, "I guess I've missed breakfast, haven't I." She looked to her right at the clock and told me nicely that it was after 11. Then the other young woman at the counter said to wait a minute, she'd check to see if anything was left. Going to the warming trays she pulled one open and hollered over that there was some sausage and bacon left, and a few biscuits. End result, I had a sausage and egg biscuit, and a bacon and egg biscuit. (One of my blood labs was for cholesterol. I observe these regular draws by treating myself to some animal grease afterwards.) I left the WHATABURGER on Cache Road in Lawton, Oklahoma a full and happy customer.

Twice in the past year I have tried to get breakfast at McDonalds and failed in the attempt. Once, in Lawton, it was a few minutes after 11. No dice. Another time, it was about 10:55 by my cell phone, but the drive-through speaker of the McDonalds on I-44 near Chickashee told me breakfast was over. I did not leave either one a full and happy customer. I would bet money that at least one of these stores had some breakfast items left. But, no effort was made to please me, the customer. In both cases the words and attitude of those who waited on me conveyed apathy.

Customer service. I am sure that both businesses in the highly competative fast-food industry tell their employees to treat the customer well, but, to different results. Why? I don't really know.

Some people get it, that it is my money as a customer that pays their wage. Others don't. Last time I was in Sears to buy a pair of pants the young woman behind the sales counter invested no real attention on our transaction. Her actions and words were minimal. Her body language mumbled "I'm bored." Even though I got the pants I needed, the experience dissatisfied me.

How do businesses create good customer service? I really don't know. But many need to figure it out.