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Two female models representing a friendly employee talking to a customer in a store.
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Employee's Malicious Compliance
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They typically use excuses like ‘Cashiers look friendlier this way’ or ‘If you have time to lean, you have time to clean.’ But have they EVER considered asking customers how they feel when they enter a store and see employees standing up straight, waving desperately at them, and over-performing helpfulness?
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Maybe it’s not every customer who dislikes this type of attitude; maybe it’s just the ones who remain empathetic and like to see genuinely amicable people not having an awful time at their jobs, and the ones who don’t feel comfortable being waited on as though workers exist solely to serve them.
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Managers do get caught up in this conundrum often; they don’t seem to grasp that customers are also people, and they can sense when servers are having a bad time, even if they are smiling and turning on their best customer-service voices. They seem to prioritise formalities.
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This is a beautiful example of malicious compliance, because to show the manager what constitutes good service, employees just had to follow his instructions to a T. Sometimes it’s useful to let people catch up to their own mistakes. Most likely, that manager ended up thinking the conclusion he arrived at [bringing back the chairs] was his idea, which successfully protects his narcissism, a thing it’s necessary to protect at all costs if we want cooperative bosses.
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All things considered, that manager might be at his house right now trying to craft some sort of Frankenstein that doesn’t feel thirst or knee pain and is able to serve for hours on end, but again, wouldn't it be beautiful to see him catch up to THAT mistake?.
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'Accursed creator! Why did you form a monster so hideous that even you turned from me in disgust?’
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