3 days ago
9
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.
Meanwhile, those who genuinely required help would make it very obvious, usually by loudly saying stuff like “Excuse me, I need some help, please?” or “Can anyone here help me?”
Then, along came online shopping and, with it, whispers of traditional retail’s untimely demise. E-commerce would be faster, cheaper and easier than going to the shops. Next-day delivery! Click and collect! Anything you want, whenever you want it!
Naturally, we couldn’t help ourselves; now, online shopping is our method of choice. Last year, Australians spent a record $69 billion online, a 12 per cent increase from the previous year, primarily driven by Amazon, Shein, and Temu.
Impressive figures considering online shopping is almost always a letdown. It’s never as convenient or painless as it’s made out to be. Nothing ever fits correctly. Returns are designed to be so difficult that you simply give up. And should your order arrive at your house, Australia Post will manage to misplace it.
However, in this brave new world, when brick-and-mortar stores are fighting for survival, decreased foot traffic has seemingly been met with increased desperation.
During my recent shopping trip, I was regularly the only person in whichever store I entered, creating an impossible situation for the well-meaning staff. No amount of “all good, thanks” seemed to counter the urge to swing by minutes later and let me know that everything in the store was on sale.
“The customer is always right.”
Curiously, the only place that provided the customer service I love – cool indifference – was a high-end shop exclusively selling clothes I couldn’t afford.
Upon entry, a bored and expensive-looking lady glanced up briefly from her phone to say hello before resuming her scrolling. I got the impression that help might be available should I need it, but otherwise, no one seemed to care about my weekend plans. And that’s the way it should be.
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