The Elevator Music Incident: A Story of Standing Up for What's Right

Every workplace has its quirks and occasional conflicts, but one situation I encountered when I was 19 shook me to my core and taught me the value of standing up for what's righteven when it's difficult. This was a long time ago, but the lesson I learned still resonates with me today.

What Led to the Conflict?

I was working at a sporting goods store, about to graduate high school and only one year into college. I was in the prime of youth, with a certain zest for life and desire for independence. To be 19 and still living at home after a year of college wasn't ideal, but it was the reality of my circumstances.

At the store where I worked, we had two co-managers. Both of them were fantastic leaders. Life was going well, but that all changed when one of the good managers was transferred to another store and a new co-manager was brought in from the main store. This co-manager was, well, not a great fit. His arrival marked the beginning of a problematic new reality for our store.

The Conflict Over "Elevator Music"

One of the differences between the two managers was their music preferences. The good manager always played local rock music, which was perfect for our target clientele, the young and athletic customers. He believed in creating a positive and engaging atmosphere that reflected their tastes.

The new co-manager, however, had a very different preference. He insisted on playing what can only be described as elevator music, music so bland and sterile it might as well have been composed to lower energy levels and disengage customers. This was in direct opposition to the local rock that turned up the excitement and engaged our customers.

One day, the good manager was off, and the new co-manager turned on the worst possible music I had ever heard. This music was so bad that it made me want to physically leave the store, and it raised the ire of all the employees. We complained to the good manager about the change, but he didn't seem to take it seriously. His response was, If he's bothering you, just change it back.

As the store was getting ready for the day, I finally had enough and changed the music back to what it should be, but then something unexpected happened. The new co-manager summoned all the employees to the front of the store and informed us that there had been a complaint from a customer regarding the music. My eyes widened in disbelief. This was a farcical situation.

Uncovering the Truth

The new co-manager grabbed a pen and a piece of paper and scribbled a note to explain his decision. When he showed it to us, he mumbled something inaudible, but I managed to shout, What was that? Volume has always worked well with this man. He repeated, A yo-yo. I responded with a chuckle, A yo-yo. Yeah, I can see why you didn't want to lose that business. At this rate, we might lose entirely your target clientele, people who are serious about their home gyms and fitness equipment.

The employee turned manager was disbelief and defended his decision, saying that he wanted to prioritize customer satisfaction, no matter how small the request. To me, his reasoning was as frail as the music he played. In a moment of confrontation, I said, Well, bottom line, you don't like that music and you're not going to play it. Anyone who doesn't like it, can go work somewhere else.

Walking Out

Frustration built up, and I silently dropped all my customers by the time clock and walked out. "I hope you're good at stringing tennis rackets. There are three on my desk today, and I won't be here to help you with them, I said tersely. I told myself that I would find a better job that valued a positive and engaging atmosphere.

The Unexpected Resolution

Weeks passed, and I was considering other job opportunities. One day, however, a call came from the good manager asking me to return to the store. He explained that the new manager had been fired for causing a rift in the team and for his inappropriate music choices. They had missed my skills and the positive environment I helped to create. The job was still open, and the good manager hoped I would be interested in coming back.

Lessons Learned

That experience taught me the importance of standing up for what's right, especially in the workplace. It also highlighted the impact of customer experience and how small decisions can have significant effects. Walking out wasn't the best decision, but it was the right one because it showed that I wouldn't tolerate a disengaging and negative environment.

Workplaces today are all about customer experience, and it's crucial to maintain a positive and inclusive atmosphere. This story is a stark reminder that sometimes, the simplest things, like the music in a store, can make a significant impact on employee morale and customer satisfaction.

Conclusion

Standing firm for what's right, even when it might seem like a small issue, can have a profound impact on your career and the workplace environment. In this case, the choice to walk away and ultimately return to the store taught me valuable life lessons about integrity and customer experience.