This is more of a shout-out to a great customer and my amazing coworkers.
I work in a plus-sized clothing store geared towards trendy young women, although we get folks in the store in every shape and size, from literally every walk of life. Though we have some bad apples, because retail, we’re able to provide great customer service because the vast majority of our customers are overwhelmingly kind and gracious people: either they’ve been coming to us for a while because we’re their favorite/most-accessible store and they’re there to have fun shopping in a place where it isn’t a chore, or they’re brand-new to us and overwhelmed in a good way by the friendly faces and wide variety of options now at their fingertips. A lot of the time, customers shopping in proximity to each other will commiserate on clothing choices and encourage each other, building up one another’s confidence the same way we try to do for them as a sales team. We’re still a corporation and I’m sure we have our sins as a result (still not paid a living wage, no healthcare, etc) but I’ve never had such a good time working in retail, and it’s a great example of what can be accomplished in a shopping environment with a good team of workers and customers who are there to have fun, not to be toxic and start shit.
As I said, we mostly cater to plus-sized women, but a gentleman (and yes, that pronoun is the one he confirmed) came into the store today who was shopping for himself, and understandably shy about it (especially in the U.S. in the south). My MOD told me about their first encounter, when she correctly guessed what he wanted and established a rapport with him so that now when he returns, he always seeks her out for assistance. As a bi woman happily married to my wife, I was excited to meet a new guest who was also “family”. When my MOD had to leave and I was then MOD, I took over his experience, made sure he knew my deal, and made sure to treat him like a VIP as we do to all nervous newer folks who shop with us. He was able to warm up to me as he had to my manager previously and showed me some fashion pics he had for reference, and we found him some cute items he seemed happy with, so mission accomplished!
But that wasn’t all of it. My associates who were also on shift at the time freaking pulled through for him too. Whoever was nearby when he cracked open his fitting room door made sure to tell him how great he looked and gave him the same support and objective fashion crit that we give all of our female customers. The store became a little busy during his visit, but my coworkers worked really hard at the registers and front of the store, only fetching me for situations requiring a manager, so I could stay near the fitting rooms because he was uncomfortable both emerging from his room and in an increasingly crowded store without support nearby. Not only that, but other customers were courteous and sweet to him too, complimenting his outfits when they caught a glimpse of him. Again, this is the southern U.S. and I was absolutely prepared to have to kick someone out of the store if they started acting shitty, but it turned out to literally be a non-issue.
I’m satisfied that this guest got the full VIP experience we try to extend to everybody who needs it, and my team and our great customers absolutely made it happen. This kind of environment is what’s possible in a healthy work environment and with bare-minimum polite, chill customers. When managers like mine exhibit confidence, compassion and real leadership, it will infuse the rest of the team. Our GM won’t hire a single person who gives indications of toxic behavior towards the team or customers, even if it’s meant being a little short-handed in the store, and it actively pays off every day, as with today. And when shoppers have a perspective to treat each other and the staff at stores they visit like real human beings deserving of due consideration, and without the entitled condescension so common in retail environments, they will absolutely receive better service, because it makes the associates there want to help you out more! As above, my store is far from perfect: we get grumpy or bitchy folks in the store too, and we’re on our feet a lot, and our pay is low, etc. But today was a pretty great experience for me as a seasoned retail vet, so pardon me if I get a little carried away, because this was the kind of experience that can really make my entire month. I’m really proud of all the folks in my store tonight.
