WHY YOU CAN'T ALWAYS RANT ABOUT YOUR DAY
(And Why You Should Anyway)
So, I work in Retail. It's the only long-term job I've had, and as such over the years I've picked up trends and persistent similarities in the daily happenings of 'The Shop'.
Now for any of you that have been a customer, but haven't worked retail before, you may only know one side of the story. You may know what you want out of your shopping experience, and will also probably have come across the saying 'The Customer Is Always Right' - a phrase oft-uttered from Manager to Assistant, regarding how to treat everyone who comes into the Shop. And we do, at least we try to, abide by this mantra.
You likely will believe that there is a Right and Wrong way to be served, as a customer. What you may not know is that the person behind the till is in fact a human being (until the day when robots replace us, obviously) and as such, despite our solid devotion to serving you, we think there is a
Good and Bad type of customer.
Let me explain, that I am not the best example of a Shop Assistant. I
try my absolute best, but due to conflicts between my science-philic nature and the dastardly un-scientific nature of some of the products we sell
[but that's a whole other story], I often come off looking like Bernard Black from the TV sitcom
Black Books, or Dante from Kevin Smith's film
Clerks.
I see a lot of customers on our busy days. They are a varied, often eccentric bunch, and 80% of the time they are good-natured, friendly, and just want to get what they came in for along with a little 'community banter'.
And that's great. It's just that other 20% of the time though, that bothers me. The finnicky, stressful times.
I have my own list of ways a customer can hinder workflow, a list gathered from several years of observing copied behaviour, somehow shared by very different kinds of people. Most of these actions take the form of:
- - incorrect expectations of how the shop runs (coming in when we're shut / expecting us angrily to be medical practitioners when we're not)
- - misunderstandings of personality (telling loud jokes as a way of avoiding answering questions that will help them find the product they want quicker / cutting us off in mid-explanation)
- - slowing down of proceedings (adding to already complete transactions repetitively / coming in and looking furiously at the shelf for something they have forgotten, and asking us what it is that they want)
...and et cetera. Of course a lot of this is natural, the blundering way strangers who've just met each other get confused at each others' pace and fail to gel. But the inability to see that the person trying to help them is human like themselves often fires up these simple misunderstandings into angry infernos of confrontation.
Unfortunately, bad customers are only the tip of the problem-iceberg. We, the Shop Assistants, will also often critique the systems put in place by the Managers, in their godlike place. See, just because a Manager tells you they've set up a new rule, and just because, yes, it
IS our duty to follow it, doesn't necessarily mean the system is a Good Idea for the shop efficiency.
- -Putting more new stock on shelves impacts shelf-space and ease of access.
- -Moving a product impacts the customer's already fragile sense of shop geography, and creates more "where is it?" scenarios, or worse still, none, meaning a customer will leave the shop thinking we have none of what they want.
- -A voucher scheme will slow us down at the till, and 2 for 1 offers / free mug with product offers will often get forgotten without a digital till system that knows these offers.
Managers often get furious with their own staff for things that
their new rules and systems have broken. No wonder your employees come home stressed and go in search of places to vent. But there's the other problem. If you want to vent, or talk about how you dislike work to a friend, or online in social networking, or here on a blog, you may be reprimanded or fired.
Supermarkets want to cover it up. It's "Bad for business" in the eyes of the heads. They want to censor their little
employees from saying such human things as "boy, I had a bad customer in
today." or "the new leaflet system is bollocks, it makes work more difficult." - No matter how true these things are, or how much an individual employee wants to express them as the reason they feel so shit about work, it's tip-toeing on a minefield when a Manager googles their store name.
So I googled it myself .... "I hate where I work."
You do see the discussions, trying to get a foothold. But there are also fleeting glimpses of authority overwatch. A newspaper article growls about how Waitrose had to close a Facebook group wherein people were ranting about the cons of where they work.
This pointed me to Facebook where I searched 'Waitrose' and found all the popular groups with high numbers of users
closed, and a mass of new, nearly empty groups with low numbers of users, still open, (...for now). These 'Groups' are pages opened by public people, but are easily eclipsed by 'Pages' the more official zone of Waitrose, likely set up by the authoritarian company heads, emblazened higher on the list, with a choice of a 'Like' button (but never a 'Dislike'), spewing ads and good reviews of the store.
All businesses like to monitor online content like this. They like to silence any bad images about them, to present a false, heavenly, perfect image to anyone who searches their name - and they have the money and power to do so. But never the sense to think about what this means.
They may try to present a good image of themselves online, these Retail giants like Tesco, Waitrose and Morrissons, but if they deny their own employees the right to say what's wrong with where they work, and silence them from letting their customers hear these rants about not only the conditions of the stressed people who serve them, but the Assistants' view on
them,
the customer themselves, the company could unexpectedly be suffering.
I would like to present a view that stems from the way PC Software Developers of the mid-90s dealt with their products and customers' needs with a moral and generous attitude. From Microsoft, to Hardware drivers, to Game patches, that era featured a world where, yes, things frequently broke and went wrong with PCs, but out of that turmoil arose an attitude of user-friendly help and fixing things that was exceedingly co-operative, with Forums arriving for troubleshooting, bugfixes panned-on by Programmers, and the public sharing information on how to fix issues.
Now, firstly, I don't know how we've lost that in the digital world, and frankly I'd like to see it come back, but secondly - why the hell can't it be applied to the management of things in the physical world? Like Supermarkets & Shops? Old set-in stone ideas seem to permeate the world of Retail, and if only the heads could all face their employees and tell them it is now totally acceptable to bitch about what's fucked up in the company, to let loose on a specialised "Only say what's broken" Forum, (and not only that, but that there'll be new team set up to tear down any new rules that aren't actually working) - you'd soon see the 90s Software Developer attitude rise again, and make the job of working in Retail seem a lot more open & friendly.
And what of the customers? When it's public knowledge that a customer isn't superior to the person serving them, then perhaps the morale and happiness levels would rise more still, and we wouldn't have to fake our daily smiles from behind the counter.
(Until the robots replace us, which they shouldn't, ever.)
-D