We had a lady show up at work today asking for some water. So my co-worker grabbed a plastic cup, proceeded to fill it, and handed it to her. This was when we found out that she’d wanted to fill up her
ostentatiously overpriced Swell bottle.
“I don’t want a plastic cup, that’s bad for the environment.”
We explained that her
ostentatiously overpriced personal drinking vessel was not allowed to touch our equipment because of health reasons. My co-worker said this came down from the health department (which is a story I hadn’t heard yet, though to be fair, I haven’t heard any explanation for the change whatsoever), and that there was nothing we could do. This poor woman, thinking of nothing but the welfare of “the environment”, refused the disposable cup and presumably went to a supervisor to find out what could be done. She returned a few minutes later with the supervisor, who explained that he’d talked to one of the assistant store managers, who said that we were allowed to fill her cup with our disposable cup, and then reuse the disposable cup for another customer.
This seemed marginally satisfactory to her, and so she proceeded to awkwardly try to pour water from a 32 oz. cup into the tiny, useless mouth of her Swell bottle, spilling water everywhere in the process.
My co-workers had since turned their attention somewhere else, and sensing that the situation was not adequately resolved, I told her that the decision had come down from corporate, and that if this was really important to her, it would do her well to write them about it. This seemed to reinvigorate her, giving her a kind of recourse she hadn’t considered until then, and she walked away from the exchange with a sense of purpose.
My co-workers laughed about it for a while, and they congratulated me on being such a good mediator. I told them that the rule was “fucking stupid”, since every other coffee bar on earth takes personal cups – we reusable types buy insulated mugs for a reason! – and they agreed.
But the encounter was still funny to them, and me too.
Because this woman is a dime a dozen: your stereotypical conscious consumer who doesn’t actually have a damned clue about what they’re supposed to be conscious of. So let’s break this moment down a little.
First off, she showed up with a
ostentatiously overpriced Swell bottle. The design is meant to feel sleek and luxurious, not actually be practical in any way. Wider mouth bottles are easier to fill in all manner of situations, not just sink faucets, and they’re easier to clean. Stainless steel is also neither eco-friendly nor sustainable in any meaningful sense.
Secondly, her verbalized rationale: “That’s bad for the environment.” Nothing sets off my shelteredenvironmentalistdar like hearing words such as those spoken about disposable plastic cups in a corporate grocery store chain with very plainly dubious sustainability practices. Guess what? Her Prius is bad for the environment too – so is the sheetrock in the walls of her house, as well as the manufacturing practices that produced the clothes on her body, and as the energy that will inevitably go into sending her angry email off to Whole Foods customer service. Fixating on plastic cups as part of your strategy to save the environment is about as useful as fixating on dust bunnies in your strategy to save your already burning house. (Keeping a tidy house, however, will make it easier to get out alive when it does inevitably go up in flames.)
Thirdly, the appeal to authority: the poor supervisor she got involved. He wasn’t even our supervisor, but some leadership for what we call “front end” – basically check-out and all the store infrastructure that concerns coming and going from the store. The woman clearly had no idea how retail businesses actually work, which is her first mistake, because then she would have known that most of us are completely powerless to do anything but obey the health department (where it’s convenient for the store to do so, of course), and make customers as happy as possible while extracting as much money from them as possible. If we tell you that we can’t do something, then know that we don’t say that lightly: one of our unspoken maxims is to never tell a customer “no”. So when we do actually have to tell them no, it’s a big deal. It came from on high. Our non-answer should have clued her into how entrenched we are in this culture of expert lip service and limited liability.
Her last mistake was trusting Whole Foods to give a damn. Let me say this in plain English: Whole Foods does not give a damn. It doesn’t give a damn about climate change, it doesn’t give a damn about waste reduction, it doesn’t give a damn about resource overshoot and depletion, it doesn’t give a damn about pollution, it doesn’t give a damn about sustainability. What Whole Foods cares about is making money, just like every other business in the country. (If Whole foods really gave a damn about any of those things, it’d declare itself a conscientious objector of industrial consumer capitalism and close its doors.) This woman didn’t even have the faintest idea that Whole Foods didn’t have her best interests at heart, wasn’t completely committed to environmental and humanitarian issues, and that money, somehow, doesn’t come first.
Please don’t be this woman. Please get your facts straight, get your environmental statistics from someplace other than Treehugger or Facebook, and stop putting blind faith in a system that only values you for the plastic in your wallet. By all means, make a stink about the ridiculousness of requiring disposable cups at a coffee bar – raise hell even – but as you do it, remember that, in the scheme of things, it’s as futile as rearranging the deck chairs on the Titanic.