Signing off on the last post, I promised some of my insights and observations on shoppers. I’ve learned a lot about people since starting my retail career with Kohl’s over a year ago. I stated that this applies to Buffaloian and Canadian shoppers, because I’m sure attitudes, lifestyles, and people in general differ—for better or worse—based on geographic regions. Also, when you work retail in Buffalo, our Neighbors from the North are just part of the deal.
My first insight is that generally Canadians are nicer than Americans. Sure, they invade the store like an army of Royal Mounties, but they generally react passively when we are sold out of a size or style they’re looking for. Perhaps it’s all the cheap Lucky Lager makes them more even-keeled. After expressing her distaste for our selection of moccasins, a Canadian girl exclaimed, “I know what I want! I’ll have to visit an Indian reservation to find it!” Funny.
Despite a sour economy, people keep buying, and for good reasons. In my department’s case, footwear is expendable, and Kohl’s offers some great bargains on brand-name shoes. When a popular size is not on the shelves, I’m asked if we have any more “in the back.” Just what is “in the back?” Who ever said the stock room is behind us? It’s actually to my left. I spend nearly 40 hours a week near that stock room, and I damn well know what’s in there. When I tell a customer we’re out of a particular brand without stepping foot in the stock room, they deer-in-the-headlights stare at me. It’s disturbing really—a lost, hunting looking in their eyes. You can see their hearts are broken. Sometimes to end the awkward stare down, I placate them by walking back in the stock room, pretending to look, and then again informing them we’re sold out. Then they’re content, having sufficiently wasted more of my time. It goes to show you, the economy may be poor, but never get between a woman and her shoes. (Men are only slightly less ornery when they can’t find their size.)
A quick aside about women and shoes, one lady wanted a lower price for a sandal. She tried everything from pointing to a clearance sign that wasn’t even near the sandal she wanted to arguing a similar style was cheaper. In the end, she didn’t get the price she wanted, but I got a sandal chucked at me. Left me feeling like former President George W. And remember what I said about coming between a woman and her shoes?
Some customers are admirably persistent. If my store is out of their size, well, they want me to call every Kohl’s in the area. Thankfully I have a Palm PC that lets me check inventory at other stores. While RF technology saves me the hassle of multiple phone calls, some customers still don’t like it. More than a few have complained that the RF device makes it too easy for me…remember what I said about wasting enough of my time?
People are inherently selfish. They don’t care if I’m struggling with a load of seven shoe boxes in my arms. They want my attention and they want it now! They don’t care if I’m with another customer either. It’s nice to be wanted? I don’t think so.
The American public treats the retailer as the enemy. Where else can you go into someone else’s space, make a huge mess, and still raise hell if you aren’t treated like a queen? Where else can you demand price adjustments and be compensated for acting like a jerk? You don’t have to actually buy anything, but someone still has to clean up tissue paper, garments, etc. left behind.
Now that we’re on the subject of messes, abandoned merchandise never ceases to amaze me either. I find toys shoved under clothing racks, hanging garments stuffed in with shoes, entire filled shopping carts left to rot…what gives here? Do some people just take stuff, try it on, and then throw it where ever? Annoying it may be, but in the grocery industry I hear it’s worse: Abandoned perishables often must be thrown out to comply with food safety regs. These pigs raise the cost for all shoppers.
One more shoe observation and then I’m done. Tell a customer a shoe comes in wide width and their eyes light up (usually). This is especially true among the elderly. Then they’ll proceed to tell you of their podiatric maladies. The real hands-on ones even pull off their smelly socks and show off their bunions, corns, etc. Perhaps reed diffusers and barf bags should be stashed under all shoe-fitting benches.
What I’ve learned from retail is that I’m a projects person. Give me a project and I’m happy. Give me people, and it’s less so. However, it’s been interesting observing our material-driven consumer-based society in action. And when I help a customer—whether it’s an elderly lady or a mom shopping for boots for her kid—and they leave thrilled because I helped them find the right size, color, etc. it makes it all worth it. A sense of accomplishment for me comes from a project well executed, but making someone’s day is an accomplishment in and of itself.
No comments:
Post a Comment