I was at Walgreens last night, and something happened that has caught my attention before, so I thought I'd blog about it - to both get it out of my system, and ask you if you know a reason for it.

The line I was in had gotten long, and the cashier, sensing our collective unease, picked up the walking talkie and said, "service 20, I need a service 20 to the front of the store."  Inside sources (people who haved worked retail lately) tell me that service 20, or 40 or whatever it was means we need another cashier at the front of the store, now.  Why don't they just say that an additional cashier is needed at the front of the store?  Ask an employee and they'll shrug.

Let's think about this for a second.  I'm a customer.  I'm in a long line.  The cashier gets on the mic and says, "Additional cashier to the front."  I feel better.  I know that help is coming.  My experience is improved.

Situation two.  I'm still a customer in a long line.  The cashier says, "Service 20. I repeat, service 20."  I'm confused.  Is something wrong with the checkout machine?  Is a manager needed?  Am I going to be here forever?  What is a Service 20?  Is it anthrax?

All Walgreens (and countless others) has to do is tell the truth and everyone feels a bit better.  Don't add unneccessary complexity is branding 101.  Am I missing something here?