This past holiday season, I had the fabulous opportunity to work seasonal retail sales at a notable national jeweler institution (hint: they are known for an iconic blue box). I've done this in the past and thoroughly enjoyed the experience. The clients are typically polite, well intended and mannerly...the merchandise is dazzling and the company employees are the cream...
Here's what I noticed about the retail experience this year over the past...Even in a highly tactile and highly personalized purchase (which jewelry optimizes), technology has become pervasive...here's how:
1- A tool -- customers would either cite a website, or use the company's site as key reference. People came into the store prepared. Many knew what they wanted to buy..the big distinction was...they still wanted to touch it. They wanted to bond with the piece. Many responded that the pieces looked larger on the site. Answer: Yes, they do..that's just another reason to go and look at it before you purchase it.
2- An obvious barrier - -People no longer have the excuse to lie and say 'I am just browsing' if they are approached by a sales professional. They can simply just blow by them without eye contact and continue to talk, text and rightfully walk into displays and walls because of their inability to navigate their environment
The reality: The sales professional really does want to help you. This particular business does enjoy it when you show a genuine interest in their merchandise. They have a highly talented design staff that does create unique pieces that only this store carries. You as a consumer are missing out. The sales professional oft times has insight to how far you can stretch your budget. You should leverage their expertise and not think of them as 'commissionable pushers'...It's not right.
3- The nuance - -Think of this...You have come into someones office, you lean over their desk and talk to them (but only half listening) while you are engaged in a mobile conversations (you are probably only half engaged with them too). The sales professional on the other side of the counter cannot give you stellar service if you are not at least half-participating. Plus - -think - -do you want someone talking directly into your face about something you know nothing about and trying to do your job the best you can.
Answer: Give the phone a rest...focus...and you will pick out the perfect gift on your own. You do not have to phone a friend to make a selection. This activity does distress the other customers, they are too polite to tell you to shut up. I am telling you for them. We are in tight quarters and we know too much about you..and I'm very sorry to tell you, we don't care either !
This is the first in a multi-part series. I can't wait to tell you about how gift giving has morphed...some of it good, some it not so good. Can't wait to tell you about the travelling Barbie conspicuous consumption ( Veblen would be so proud) trio...just bizarre. !
Overall - -I'm somewhat saddened by Americans and their manners...whether or not is technology enabled. We have a ways to go. Our society is changing now, we have the opportunity to shape it. I suggest that we look to be kinder, more gentle, more yielding and perhaps what you perceive to be poor service is just the reflection of you own communication style.
I look forward to our potential discussions.
Here's what I noticed about the retail experience this year over the past...Even in a highly tactile and highly personalized purchase (which jewelry optimizes), technology has become pervasive...here's how:
1- A tool -- customers would either cite a website, or use the company's site as key reference. People came into the store prepared. Many knew what they wanted to buy..the big distinction was...they still wanted to touch it. They wanted to bond with the piece. Many responded that the pieces looked larger on the site. Answer: Yes, they do..that's just another reason to go and look at it before you purchase it.
2- An obvious barrier - -People no longer have the excuse to lie and say 'I am just browsing' if they are approached by a sales professional. They can simply just blow by them without eye contact and continue to talk, text and rightfully walk into displays and walls because of their inability to navigate their environment
The reality: The sales professional really does want to help you. This particular business does enjoy it when you show a genuine interest in their merchandise. They have a highly talented design staff that does create unique pieces that only this store carries. You as a consumer are missing out. The sales professional oft times has insight to how far you can stretch your budget. You should leverage their expertise and not think of them as 'commissionable pushers'...It's not right.
3- The nuance - -Think of this...You have come into someones office, you lean over their desk and talk to them (but only half listening) while you are engaged in a mobile conversations (you are probably only half engaged with them too). The sales professional on the other side of the counter cannot give you stellar service if you are not at least half-participating. Plus - -think - -do you want someone talking directly into your face about something you know nothing about and trying to do your job the best you can.
Answer: Give the phone a rest...focus...and you will pick out the perfect gift on your own. You do not have to phone a friend to make a selection. This activity does distress the other customers, they are too polite to tell you to shut up. I am telling you for them. We are in tight quarters and we know too much about you..and I'm very sorry to tell you, we don't care either !
This is the first in a multi-part series. I can't wait to tell you about how gift giving has morphed...some of it good, some it not so good. Can't wait to tell you about the travelling Barbie conspicuous consumption ( Veblen would be so proud) trio...just bizarre. !
Overall - -I'm somewhat saddened by Americans and their manners...whether or not is technology enabled. We have a ways to go. Our society is changing now, we have the opportunity to shape it. I suggest that we look to be kinder, more gentle, more yielding and perhaps what you perceive to be poor service is just the reflection of you own communication style.
I look forward to our potential discussions.
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