BlogYourStore

Everything Must Go!

2011-04-06T21:48:00.000-07:00

Nothing lasts forever, and retail stores are no exception. While there are myriad ways for a store to close, there is nothing quite like the experience of a liquidation sale. For anyone who has not experienced this phenomenon, here's what you can expect.

1. The Questions

As word gets out that your store is going out of business, you will have to field questions from first-time shoppers to your most loyal customers. Unfortunately, everyone seems to be interested in the same information.

"When is the last day?"

A regular customer who asks this question may be thinking about stopping by for one last browse or to say goodbye to their favorite employees, but the majority of people want to know so they don't miss out on the final markdowns. Customers typically will not believe you if you say you don't know or it hasn't been decided yet, and will often try to coax the information out of you or drop to a conspiratorial whisper and promise not to tell anyone.

"When will the prices go down?"

Most liquidation sales begin with a relatively modest markdown, and end with merchandise being sold dirt cheap just to get it out the door. Though there's no shame in looking for a bargain, asking employees this question just makes customers seem greedy.

"Where is your store located?"

This is the number one question you will get over the phone, and it is usually accompanied by the previous two queries. This comes from people who have never set foot in your store, but heard there was a sale going on and decided to stop by. Don't be surprised if they ask for your hours too, and directions to your doorstep from wherever they live.

2. The Nosiness

In addition to the questions above, many customers will feel the need to ask about your personal life, particularly your employment status. If you work in a store that is part of a chain they may ask if you will be transfered to another location. Some may ask more open-ended questions like, "So, what are you going to do now?" or "Will you still have a job?"

There is really no reason why they need to know this, and in all likelihood they are just being nosy. You can decide for yourself how you want to answer: make them feel good about getting a great deal by reassuring them that your employment is secure, or make them think twice about the true cost of their purchase by saying you have been laid off and will be filing for unemployment benefits. Feel free to vary your story based on the customer, no matter what the truth is.

3. The Pushiness

When a store closing is first announced, the phone will likely be ringing off the hook with people asking if there's going to be a sale and when it will start. Some people are just casual observers who might drop by if they get the chance, but many are hardcore bargain hunters who smell a deal a mile away. These are the same people who go to foreclosure sales and auctions and take their buying very seriously, and will get testy if you don't have all the information they want right when they want it. Unfortunately playing the "I'm about to lose my job" card doesn't work on the serious shoppers, so be prepared to be assaulted with questions no matter how many times you say you don't know the answers.

As the sale continues, many people may try to haggle their way into a better deal. This is especially true of merchandise without a fixed price, like the store's fixtures and furniture. No matter how many times you give a pushy person the price they will suggest you give them an extra discount, and can often become angry and try to intimidate you if you refuse. Toward the end you will probably start to give in to some of these requests, mainly because at that point you will have stopped caring.

4. The Mess

No matter how hard you try to keep your store in order, it's going to be a hot mess by the end. For some reason customers believe they can set things down anywhere they want and just walk away, and you'll find little piles of merchandise in the most unexpected places. The hours you spent organizing and straightening merchandise will be all for naught as eager shoppers paw their way through in search of that coveted item.

The mess will be particularly noticeable at the cash registers, where there will be larger and larger piles of items that customers decided at the last minute they do not want to purchase. This often happens when you ring up an item and they discover their math skills are not what they used to be, and decide the price is just too high. Other customers will simply continue to shop while you are ringing them up, and either hand you an item straight away and say they don't want it, or decide on a whim to have you take items off of their purchase after the final total has been calculated. At this point your mother's teachings about putting things back where you found them will be ringing in your ears, but apparently not everyone was taught that growing up.

5. The Depression

As the sale goes on longer and the discounts get deeper, the store will get emptier and you'll begin to forget how it looked in its full glory. You will dread picking up the phone and answering the same questions over and over, and simply going to work will feel like a herculean effort.

As unpleasant as those final days may be, there are ways to make them better. When the sale first begins, pick out any items you would like to have and stash them in a hiding place somewhere in the store. As long as you are creative (and don't include any indication that you are the one hiding them) you will be able to cash in on the last day and get the best deal on the merchandise that would have otherwise been sold out for weeks.

Employees at closing stores are also able to take a much more relaxed attitude toward work. "What are they gonna do, fire me?" can become your new store motto, and an air of casual apathy can transcend all work activities.

Above all, take solace in your coworkers. They are going through the same thing you are, and the closing of a store can become a bonding experience for everyone involved. Not only can coworkers lend moral support, they can also keep each other informed of new job opportunities, and provide solid recommendations for future employment.

The bottom line: it's not going to be easy, it's not going to be fun, but you will get through it. Try to think of it as an opportunity rather than a crisis, and perhaps the world's way of telling you to consider a different career path.

Ashley

Customer Profiles: The Regulars

2011-01-21T21:50:00.001-08:00

There are two types of Regulars: the Good, and the Bad. The Good Regulars are every sales clerk's dream come true. They're in the store often enough to know their way around, but they still appreciate our offer of assistance. They ask thoughtful questions, genuinely listen to our answers, and are often sources of pleasant conversation on a regular basis. You may not know them by name, but you're always happy to see them walk through the doors.

Then there are the Bad Regulars. These are the ones that everyone in the store knows by name, by sight, and by reputation, and everyone has a story to share. They are the customers most likely to acquire nicknames (I'm talking about you, Batman), and the ones who cause you to breathe a little sigh of relief once they walk out the doors.

The Bad Regulars are quick to remind you that they're in the store all the time, and attempt to use that to their advantage. They expect you to bend over backwards and violate store policy to cater to their every whim, and believe threatening to take their business elsewhere is actually a threat. And if that fateful day finally arrives when they declare you have lost a valuable customer and swear to never set foot in the store again, don't get your hopes up too high: they always come back.

While the Bad Regulars can often overshadow the Good, in the end the best we can do is appreciate our favorite customers and hope for more of them. And then continue commiserating with our colleagues.

Ashley

Today's Dregs #3

2011-01-18T20:18:00.000-08:00

Before I begin, let me set the scene: I'm wearing my giant store name tag on my giant store lanyard, which has attached to it the giant black cord that connects my giant ear piece to my giant walkie talkie, and I'm crouched on the floor putting price stickers on books. I could not possibly look more like an employee if I tried.

Lady: Do you work here?

Me: How can I help you?

L: Those 007s, you know? Do you have any?

M: The books or the movies?

L: Movies. With that new guy, you know?

[Take her over to the dvd section]

M: Right, well here's Casino Royale.

L: Oh no, that's old. That's way too old, that's not what I want. I want the new guy.

M: Well, this one does have Daniel Craig in it, and he's the newest James Bond.

L: Oh...it's still too old.

M: Ok, well here's Quantum of Solace, it's the most recent one.

L: [Looks it over] Ok. Where was this?

[Point to where it was on the shelf, she starts to put it back, in the wrong place, backwards]

L: Ok, thanks. [Wanders off]

Once again it's been proven that any interaction that begins with "Do you work here?" will not end well.

Ashley

Today's Dregs #2

2011-01-17T15:34:00.000-08:00

God where do I start?!

The worst was this obnoxious 40-something creep who took shots at the store, our stock, our systems speed etc. As much as it annoyed me, he had a point. But it was his manner that annoyed me. His name was Jason Forshaw and he is officially a jackass. If you see him around the earth, spit in his eye and attempt to eat his face!
THEN.....a guy ran up and said "Walit?" "Wallit?" I said......."I'm sorry I don't understand" That happened for another 20 secs until I realised he meant TOILET which starts with a T. He may have been foreign but they have the letter T there too. I then had a headache and continued to serve these people like I was a valet in Downy Abbey. Phew Glad to get that off my man chest.

Chubby Rain

Why I LOVE retail (Sara)

2011-01-16T13:19:00.001-08:00

Sara posted this in response to hating retail but it's good enough to have it's own post so here it is. Keep sending stuff sara!

Why I love retail.
1) the customers - always interesting, sometimes quirky, often funny, 99% of them are fantastic (yes there are the odd 1% who are less than nice, they usually appear at Xmas but the others make up for it!)
2)They come into my store looking for advice, and assume the team know almost everything! It IS assumed we all have degrees or are studying or writers (I work in a book store)
3)Having a laugh with team mates about funny things customers have said, including sometimes misplaced concern on how we look (ill/hungover or not!) 4)Dealing with people who struggle in society (book shops attract nutty characters (just look at some of the staff!) we had a guy who came in everyday to shout at the music books (apparently they kept him awake) We moved the section to a different part of the store, he came in found they had moved and left, he never came back, I like to think we helped him sleep.
5) the wages aren't good,,,,but when you enjoy your job you start to realise money isn't everything....and if you enjoy your job customers get that vibe, and buy more, which makes getting our monthly bonus very easy!
6)Friends asking if we have any vacancies as it seems like a cool relaxing place to work.
7)Little kids, raiding the kids dept, telling their parents about books they want, seeing dads with kids reading to them on a Sunday lunchtime, hearing excited squeals as the littlies spot the toys. Plus ALL the funny things they say. Being able to switch kids and parents onto new writers, and helping them improve their reading, and education levels.
8) Showing teens to the art section, so when they do go and graffiti leather sofas - at least it's good
9)Often forgetting to take breaks as we get too involved talking to customers about authors - at Christmas people had to be forced off the shop floor!!
10) If you don't love retail - don't do it! Not everyone is cut our for it,not everyone can hack it. Life's far to short to do something you hate (I was going to be a lawyer, but by the end of my degree I hated it so much I fell into retail and stayed) Not all retail is the same - I worked in fashion retail not fun, the people were generally dull and shallow, so I changed. Change your attitude, if people are finding they are attracting the grumps - maybe, just maybe it's because your being like that your self. What ever you do put some passion into it! Regards Sara

Customer Profiles: The Condescender

2011-01-14T12:12:00.000-08:00

Everyone who works in retail is only there because they aren't smart enough to have a better job. They're all high school dropouts with low IQs, and they need to be put in their place before they get too full of themselves. That's the universal opinion of The Condescender.

These are the people who have much better ways to spend their time than shopping, and actually can't believe they've lowered themselves to the level of the simple-minded sales clerk. Can you help them? Good heavens no, how on earth could you possibly help them? They're far too smart and important to need any help from the likes of you. Besides, what could you possibly know that they haven't known for years?

The greatest satisfaction a sales associate can get is catching The Condescender by surprise. When they eventually lower themselves to ask a question and you know the answer straight away, that feels good. When you prove them wrong, that feels even better. However, everyone who works in retail will get one opportunity to completely surprise The Condescender.

At some point someone will ask you a question not expecting you to know the answer, and you'll not only know the answer but go on to say that as a matter of fact that was your specialty subject at university, dissertation topic, etc. The assumption that you never even finished high school will be completely shattered, and for one shining moment you will have convinced one customer that you're not as dumb as they thought you were.

Enjoy the feeling though, it will only happen once.

Ashley

Who really cares?

2011-01-10T16:22:00.000-08:00

So, we've already got a lovely post about the oversharer and the space invader, but i'm sure we all have certain days of the week when the most extreme of these people come in.

I'm sure we've all got Maniac Mondays, Crank Tuesdays and Weirdo Wednesdays... but how do these days compar
It can often seem like the short bus has let off for a day trip and all of the following people seem to be involved...

The oversharer - yes, i know you own everything of a certain brand, but just saying you're already a customer never seems to suffice! I don't care that little jimmy broke his little finger whilst trying to set up a teddy bears picnic!

The space invader - these people do seem to get a little too close, no matter how unnecessary it may be. And why are they the people who always seem to smell bad or have really bad breath or give you the weather when you only asked for the news?

I know those types of customers have already been mentioned but lets not forget the other wonderous folks who grace us with their presence...

The OAP - as lovely as they can be, why must they always have to return time and time again to ask the same thing over and over?

The drunk - I work in a shop... not a rehab clinic! I don't want to know the reason your husband left you, not everyone in the world is out to get you, no the aliens aren't listening in to your conversations and I'm pretty sure the government have better things to do than put a tap on your phone line.

And last but not least... The catastrophe - no matter what you do, this customer WILL ALWAYS RETURN! and for some reason they are the most unluckiest person on the planet. nothing ever goes right and no matter how many times you tell them that you can't do anything for them, they insist on returning every single week to be told the exact same thing.

I think it all just boils down to the unfortunate fact that common sense never comes into an equation and the vast majority of the general public are what are known as "empty heads"

- sotheysaid101

Customer Profiles: The Oversharer

2011-01-08T16:30:00.000-08:00

There are some types of customers that are just universal, and no matter where in the world you are or what type of store you work in, at some point you will run into a few familiar personalities. As the first in a series of profiles of stereotypical customers, I present to you The Oversharer.

These are the people who can't just ask for help finding something, they have to make sure you understand why they need it. A simple "I'm looking for this" just isn't enough. Oh no, you have to know who they're buying it for, the previous gifts they've bought for that person, and various other bits of personal information that you don't even know about your own friends.

At times this can cross from the slightly annoying into the realm of the downright uncomfortable. While we're happy to find you a copy of that book about marriage, we really don't need to know the details about your failing relationship. I'm sorry we don't have the CD you're looking for, but it's not going to be any more in stock just because you'll be playing it as the background music for your grandmother's funeral. And I'm sure your ailing father did have a dream about reading a book that included a map of shipwrecks, but that doesn't mean we have it (or that it even exists).

My suspicion is the majority of Oversharers are slightly lonely people just looking for someone to talk to, and who read too much into our offers of help. The best approach is to keep encounters brief, smile and nod at whatever they have to share, and back away slowly as soon as possible.

Ashley

Look Out Zac, She's coming to get you!

2011-01-07T15:34:00.000-08:00

We have a customer...well I say customer, she's more like Margot Kidder on a bad day.
She wears a silver cap on her extremely crazy head and also claims to be from the world of ballet dancing.
From time to time she pops in, shouts and checks items (never buys - Rule #7 The proper crazies never buy).
I am disciplined in the art of anti-crazy detection however I was unfocused when BalletDancer pounced with a piece of paper. She was wondering if we had any information on a place called Avilia which if I'm not mistaken is in Hollywoodland. I said that we did not have such information and started my getaway when she said "Avilia is where Zac lives" I knew who she was about to say but not her travel plans which she began to describe. "Avilia is where Zac Efron lives. I'm gonna go to see him because we're meant to be together"
Ballet dancer is like 55 and it was at this point when I became dubious of her previous Ballet credentials.
She had maps, travel arrangements and a plan.
Zac.....I reckon mate you should make like a black swan and scarper.

MB

sad time for bookshops

2011-01-05T10:29:00.001-08:00

A Brave southerner has kindly emailed the statement waterstones released on theor internal website. But then it was hidden away in the archives so clearly they are not managing this greatly. None of the staff at this sources store has been told anything

This morning the Group announces to the Stock Exchange our interim Management Statement including an update on trading for the 5 week Christmas period ending 1 January 2011. As you know, Christmas trading at hmv was extremely difficult. The combination of the challenging entertainment markets, which have remained weak, combined with the severe weather in the UK over the peak trading period had a severe impact on customer footfall. Consequently, despite everybody's hard work and commitment, results have been very disappointing with hmv UK and Ireland recording a 13.6% like for like decline for the 5 week Christmas period and hmv International delivering an 8.9% decline for the same period. Trading in Waterstone's was stronger, reflecting the turnaround activities implemented throughout 2010, resulting in the December month finishing just slightly down when compared to last year's performance. As a result of the Christmas trading performance across the Group and the ongoing challenging economic conditions being faced by all retailers, we will need to tightly manage our cost base in the months ahead. Consequently, having reviewed our UK store portfolio we are planning to close up to 60 stores in the course of the next 12 months across the combined hmv and Waterstone's estates. Where we do close a store, we will make every possible effort to ensure that colleagues are relocated to neighbouring stores. In addition we will also continue our ongoing programme of reducing costs and have identified a further £10 million of cost savings across the Group. I, like you, am extremely disappointed with the situation we find ourselves in but feel that these actions are necessary to safeguard the future success of the Group. We remain a profitable, cash generative business with unique and inspiring brands, much loved by our customers and I remain confident that, with the actions we will be taking in the months ahead as we continue to transform our business and evolve our product mix, our performance will once again improve. Finally, let me take this opportunity to thank you for your hard work and commitment over the Christmas period. Kind regards, Simon

Lamentation on Personal Space

2011-01-02T18:11:00.000-08:00

When we're little, our parents teach us that people we don't know are strangers and shouldn't be treated the same as our friends. As we grow up, we learn that standing too close to people we don't know can make them uncomfortable, and to imagine an invisible bubble around every person we meet.

But for some reason neither of these rules seem to apply to people who work in retail. Whether it's because they think we're beneath them or they think we're their friends because we're interacting with them, customers feel the need to express themselves physically. On behalf of all the retail workers in the world: we're not cool with that.

So to the guy who started tapping me on the finger and asking if my ring has any special significance: back off.

To the lady who gave me a big kiss on the cheek for helping her find the Saturday Night Fever soundtrack: watch it.

And to all the little old ladies who like to give me hugs when I hand them the very item they've been searching for: actually, you're kind of cute. But everyone else needs to take one big step back before they start asking me for assistance.

Ashley

It's 4.29pm get out of my shop!

2011-01-02T13:09:00.001-08:00

Why do customers feel the need to wait in a shop until the last nano seconds? Do they think they will suddenly reverse Sunday Trading Laws with their small medula oblangatas? (spelt right?)
"excuse me we're closing in 2 mins"
"ok"

5 minutes later

"we're closing now"
"ok"

2 minutes later

"can I buy this please"
"errr no we're closed now. We legally can't serve you (inside laugh)
"oh"

YES get in you phlegm eating mongrel

If you use this call me MOAN N BARGAIN

Moan N Bargain

Feck me!

2011-01-01T03:07:00.000-08:00

Yesterday a woman came into my store with a copy of "The Feckin' Book of Irish History" and said it was a gift and she wanted to return it because it was too dirty. She didn't have a receipt and the book didn't have one of our price tags on it, so we explained that we wouldn't be able to take it. After a fair amount of complaining about store policy, she told us we could just keep the book because she didn't want it, and that we just lost a customer (and she assured us she was a very good customer). After she left we looked up the book: we don't carry it, not even on our website. Whoever gave it to her must have ordered it especially for her, and clearly didn't know her very well.

(http://armchairreviewofbooks.wordpress.com/)

Eerie Indiana #1 (From Ashley)

2011-01-01T03:05:00.000-08:00

Hello,
I just read your blog and will probably be making comments on a lot of it. I work at a bookstore in Indiana, and for some reason all the customers with weird questions seem to seek me out. Today a guy asked if we had a book with a picture of a griffin in it. He didn't care so much about information, just that there were good pictures. Because he's a jeweler. I don't know how a picture of a griffin would be at all useful to a jeweler, but he seemed to think it was an adequate explanation.

A few weeks ago a woman called and asked if we had a book that would be appropriate for a six-year-old, that involves a butterfly and some kind of problem. I went and looked in the kids' section and came up with The Very Hungry Caterpillar, so I went back to the phone and told her. She then asked me to read some aloud to her, and after the first three words she told me it was all wrong and did we have anything else that's appropriate for a six-year old that involves a butterfly and some kind of problem. I told her unfortunately that was the only thing we had.

-Ashley-

Manager Watch #1

2010-12-31T10:15:00.000-08:00

10AM - Realises that he would like to make a table display
11AM - Buys some shitty paper
12PM - Applies paper to tables and looks at his own creation with glee
1PM - Applies sale items to said table, repeats 12PM
2PM-4PM - Gets employees to look at his table and make comments on how pretty it is
5PM - Leaves for home to watch Mika - Live at Berlin

The calm before the storm

2010-12-31T07:28:00.001-08:00

The customers have been on good behaviour today. Maybe The Daily Mail printed an article about the birth of this blog. Or maybe all the tards are already getting sloshed on blue wkd. Either way my anger has been supressed and re directed on conflicts in the middle east. Just shake hands!

Master Blogger

Today's Dregs

2010-12-30T15:49:00.000-08:00

The main culprit was a lady who wished to order an item and I then told her how long I estimated it would take...

"Five days probably"

"Probably? You don't know"

"No. It will be new years eve then New Year's Day, then a Sunday then a bank holiday so I can't change where we're at in the calendar"

"I won't bother then if you don't know"

"Well like I said the other store has one, if you wished to pop down there you could"

HERE IT COMES...

"I'M NOT GOING TO LOOK FOR IT MYSELF IN A SHOP"

There you have it. What a impatient dick-cheese

A close second was the dude who looked like he had asbo night terrors who thought it may have been a library cause "people are reading books in a cafe"

without mentioning any names...

2010-12-30T15:33:00.000-08:00

I can tell you now that my store does NOT deal with the sale of laptops, the repair/setup of laptops or anything otherwise.

Had an old man come into my store today... he pulled a laptop out of a Farmfoods bag, which was wrapped in another Farmfoods bag, pointed at the USB ports on the back and asked "What are they? are they so I can use a floppy disk"

And want a good reason to hate working in the kind of retail I work in?!
Apart from being redirected to an offshore call centre, which then redirected me back to the main call centre here in England after 30 minutes on hold, I spent a grand total of one hour and thirty minutes on hold to sort out some stuff for a customer.
ONE HOUR AND THIRTY MINUTES LISTENING TO THE SAME THREE SONGS BY JOHN BLOODY LEGEND!
To which, after this long wait, I got a simple "Thanks"
Yeah... you're welcome... that's an hour and a half of my life I'm not getting back.... I may as well have just watched Twilight again ¬.¬

posted by sotheysaid

but also:

why i hate working in retail (Kate)

2010-12-30T14:24:00.001-08:00

1) customers venting their rage on you

2) the assumption that you are stupid because you work in a shop. Clearly any young person behind a counter MUST be a teen pregnancy theiving no good dropout, not a student who needs an extra few quid

3)having to laugh at customers jokes or weird comments. like 'my, you look ill!' when i was actually feeling pretty good. how do you respond to that?

4)dealing with people who clearly have mental health issues to the extent they shouldnt be out on their own. i am a sales asst ffs, not someone who is qualified to deal with questions like 'could you fit a dead body in this cupboard?' *said to me by a crazy*

5) minimum wage. if i was paid more, i would care

6) friends saying 'at least its money!' in a jolly fashion. these friends normally do not need jobs / are unemployed and arent looking. I would rather be unemployed atm.

7)little kids, usually on those 'heelies' let loose by parents run ragged to create havoc in the shop. if you child is clearly hyperactive and on wheels why would you let them loose in a shop selling china? they break things, then give them to me to fix. and if i actively watch the child or tell them not to touch the parents kick off at me.

8)vandal kids who think its cool to graffiti on a leather sofa. the parents deny that their little angel could ever do such a thing, naturally. Tbh if it was amusing a la banksy (such as 'this skin looked better on the cow'. I made thatup off the top of my head, but you get the jist) i wouldnt clean it off but 'xmen 3' scratched into a chair just angers me.

9) i dont get a break unless i work for 6 hours

10)there is no ten. i just hate retail.

Kate http://blogs.warwick.ac.uk/kallvey/entry/why_i_hate/

The Birth of BlogYourStore

2010-12-30T14:06:00.000-08:00

It was at 1.32pm today when I first encountered the customer that would unwittingly bring me to create this rant site. My aims of world domination and multi millionaire status are probably unjustified but I'm going to give it a go. This is where you can let it all out and get the anger off your chest. Us retail demons put up with a frakking lot and we deserve a place to breathe and relax. You can say what you want and please be as vivid as possible. We want to know what your boss, customer, nemesis looks like, smells like, acts like and the wonderful tripe that comes out their food hole. Be careful with names, store names etc and by all means FEEL FREE to mention names as long as you are aware of the risks. Obviously NEVER mention your own name unless you're a major rebel. Well I can all do with your support so let's crack on.