Walk a Mile in My Shoes: 10 Things to Know about Retail Sales

Working in retail should win one honors, it can be so brutal! I've heard so many sales associates say they think everyone should work in retail, so they could understand all the work that goes into it. Well, don’t you worry, non-retail workers (because you were worried, right?), I'll explain what knowledge we all wish you would gain working with us.

My experience in retail is working at the one of the largest department stores in the US. I started as a seasonal sales associate over 9 years ago. Starting in Women's Ready To Wear, I made my way to the Cosmetics department (Clinique, then Chanel), became a supervisor in Fine Jewelry and Fashion Accessories, managed in Women's Ready To Wear, and now managing Men's clothing and shoes, and Fine Jewelry again. So, I have a little bit of experience to speak from.

I know my list will be so incomplete, and those who work retail can add and add and add, but, in no particular order, these are my top ten things to keep in mind next time you shop. Many of these relate to anyone in customer service!

1. Sales associate vs clerks. When I think of a clerk, I think of the person working at 7-11, or a gas station - someone there waiting to ring up your transaction. They have a set of tasks, but primarily you go to them to check out.  They aren't there to help you figure out what to purchase.

In retail sales, we are sales associates, we do SO much more than ring up a transaction, even if that is one of our duties. We clean fitting rooms, put away everything tried on, or returned, re-fold all of those shirts, jeans, and bed sets that a customer wants to look at. We work to have the best product knowledge we can of everything we sell, problem-solve complicated online returns and navigate  credit card issues. Every associate has many areas of responsibility, and should never have idle time.

Please don't do this.

2. Fitting rooms. One of my associates went to France on vacation. When she went to a store and tried on some items, she walked out of the fitting room without all her items. The sales lady scolded her and asked her to bring out all her items.  I can't tell you how many times I wish I could do that!

There are racks for unwanted items at every fitting room, but they are so often ignored. Not only are clothes left in fitting rooms, but we sometimes see where a customer just stepped out of the clothing they tried on, and left it where it lie. This is the behavior of one who owns the clothes - if you've just tried it on, that is not yet the case. Even before working retail, I always hung all the items and brought them out,  it was a learned behavior and possible good karma! 

3. Hanging items. To piggy back fitting rooms - thank you for hanging items, if you do. But please don't hang items inside out! It creates double the work.

4. Cosmetics. Cosmetics make you pretty. Fact. We love to help you look your best, from a day time look, to a smokey eye for a night out. When demonstrating products we sanitize everything for your safety. Even if you know which lipstick you want to try, wait for assistance so we can sanitize it for you, and maybe find the perfect gloss to go with it! Healthy safety practices keep us all beautiful.

5. Returns. We have an awesome return policy, and will always do all we can to make it a painless transaction. Some customers come in, seemingly convinced we will fight tooth and nail to not take back the item, and get agitated thinking about how hard the return will be. My hope is to always surprise those customers with a quick, easy transaction. We understand it's stressful and we're on your side. Tell Fido he can keep eating receipts, a definite upgrade to homework.

6. We really value feedback. The good and the bad. The goal is to have fun shopping, and to find everything you want. If there is something we can do to make your experience better, let us know so we can address and issues. We also love to hear when you've had a great experience. Both are great coaching tools to motivate associate to take care of you in the best way!

7. We care. Sometimes it feels like customers expect we are like used car sales people. Most sales associates want to help you find the right thing, not just anything to make the sale.

Even commission associates want you to be happy, because then you'll come back! If you ask an opinion on a product, most will answer honestly. As a cosmetic gal, when a customer asked what I thought of a shade of lipstick, instead of saying “oh no honey!” I would grab the right one for her and offer to apply it for her and see what she thought.

8. Sales associates are the front line. It can be tough to keep a smile on your face and work professionally when a customer yells at you for something you personally have no control over. Long lines on big sale days, the rip in the product, and the fact it's raining, again.

When my husband and I go to a restaurant, and the server explains it will still be a bit before we get our food, we let her know it's no problem, we know she's not cooking the food, and thank her for letting us know.

We always get a look of gratitude and relief that we're not upset, and I know it's because misdirected anger is a regular part of her daily job, just as it sometimes is with mine.

In spite of the challenges, retail is fun!

9. Jewelry Policies. Diamonds are a girl's best friend. In many major department stores, we have a policy in the Fine Jewelry department of showing only one item at a time. Most customers are understanding, but some get mad they can't try on multiple watch, or rings.

We don't create the policy, but have to adhere to it. Rules and regulations. Ugh.  But, please see #8, and don't be mad at the Sales Associate over it, ok?

“Damn the man, save the Empire!” - Empire Records.

10. That's not where it goes! When looking at a sweater, a hypothetical customer decides against it, choosing instead the better deal he just found. Instead of walking back to where the the first item was procured, hypothetical Joe tosses it on the new rack.

Hypothetical Joe does not have to put it back, of course, however, might I recommend taking it to the register area, where we can put the sweater in the right place?

So often a customer will come to us asking for a different size or color if we have it, but it's playing hide and seek, so we can't find that item for the next customer. Poor next customer!

Well, there's my two cents. All of this is based on my personal experiences, and just thoughts to share.  I'd love to hear in comments your own retail experiences, or what one thing you'd like people to understand about your job!

Some photos courtesy of Pixabay.