Sunday, October 21, 2018

How Do You Behave in Stores?

Running retail stores is an eye opening experience. Remember the days of long ago, before selfies and Instagram? Before Amazon and eBay? The days so ancient our memories are soaked in sepia, when stores had salespeople who knew their products, tended them and adeptly assisted in shopping- making the experience enjoyable?
There are still physical stores that offer good service. We focus on service in the shops I run. How to treat customers, how to do the things that need to be done. But wait! There's another important side to this coin. The patron.
I've noticed in the last few years and increase in apathy and destructive behavior in shoppers. Instead of using try me buttons, patrons trying to force animated toys to move manually, sometimes breaking them- then walking away. Ripping apart animated figures to pose with body parts for selfies- figures they haven't bought and don't intend to, and if you mention paying for the merchandise they damaged- they are affronted, how dare we expect them to be responsible for their actions!
Folks, when you shop, regardless of where you are:
Treat products with respect. Do not break things. Ask permission before picking things up. Do not fight with or use objects someone is selling unless you've bought them. Do not break things. Picking up a Halloween decorations and shoving it in your girlfriend's face- so she screams and breaks it or putting on a mask you haven't bought and jumping at a friend in a shop full of people, knocking over a display of new masks in the process, also unacceptable. Not funny. Not cool. Running out of a store with any object from the store without paying is not a game, it is shoplifting.
What happened to respect?
We choose how we behave. We are responsible for our actions and choices.
It's important to call people on inappropriate behavior. The guy who knocked over a display: another patron caught it. He gave the guy who did it a tongue lashing that calmed him down and got him remembering how he should be acting.
Twice I've had to talk to kids about not leaving stores with stuff from shops if they haven't bought it. Once, the kids were chagrined and apologized. The other time, Mom ran interference. She had them bring back what they took but buffered them from chastisement. She might not realize, when she's not around they'll do it again as she just made it okay.
We change behavior by modeling behavior and communicating expectations. I have an employee now who welcomes folks into the shop where people forget to behave. He smiles and stands. He's polite. He steps in if people get ridiculous and asks them to leave if they start throwing product around or making out with animated figures or dismembering them.
I never thought I'd see the day where I'd write a reminder of how we the shoppers should behave but here it is.
The Golden rule is important everywhere.

No comments:

Post a Comment