The truth of the matter is that I had a very busy weekend ahead of me. Two children’s birthday parties to attend (a curse I wouldn’t wish upon my worst enemy), plus a trip to the mechanic and a family lunch.
These details were important to no one except me, and even I struggled to find them interesting, so when the shop assistant at Footlocker asked me about my weekend plans (“Hey man, how are you? What’s on for the weekend”), I spared him the specifics: “Not much, just lying low.”
Undeterred, he pivoted to the next logical question (Can I help you with anything?), to which I gave the only universally acceptable reply, “No, thanks; I am just looking.” With that, the exchange should’ve come to a natural conclusion. Each party had fulfilled their respective responsibilities; he had greeted me and offered to help, and I had politely declined. The social transaction was then completed. And yet, he persevered: “You just thinking chill time with the family?”
Retail workers have a thankless job, but the best ones are those who understand the importance of leaving you alone.
Credit: Monique Westermann
A part of me admired his enthusiasm, aware that he didn’t really care about my weekend or my chill time with the family, but was instead just doing his job. I suspected that somewhere in a back storeroom, the dreaded manager was quietly observing, desperate for the opportunity to do what store managers love to do most: offer feedback.
Unfortunately, this was the fifth shop I had visited on my outing and having already endured a fresh-faced General Pants employee asking if this weekend was going to be “a big one” (yes, Riley’s third birthday will probably be an all-nighter), I struggled to hide my frustration.
As with so many people, retail was my first introduction to the workforce. At 14, I landed a job at Lowes, the opportunity to sell school uniforms to the parents of my peers, a true privilege. From there, I would build a long and varied career that would also include successful stints at Rebel Sports, Best & Less, Australian Geographic and Borders bookshop, as well as one unsuccessful stint as a Christmas casual at kikki.K. My manager did not believe I was “passionate about stationery”.
A place where dreams come true! Or you just get hassled.Credit: Bloomberg
No matter the job, the almost obsessive fixation on customer service remained the same. Endless managers pulling staff aside to remind us that the customer is always right! The customer is king! Treat the customer how you’d like to be treated!
Even as a teenager, I recall thinking there was a disconnect between what customers actually wanted and what the industry believed they wanted. In my experience, the majority of shoppers were self-sufficient browsers, and if your initial offer was rebuffed, then you could confidently leave them be.
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