There is nothing worse in a retail employee's life then the sale season. While customers love this time of year with all of the 40-75% off sales, for the employees it is hell.
If customers just came in, looked through the sale racks, tried on what they found, gave back what they didn't want, and bought what they did want then it wouldn't be so bad; but they don't.
First, sale shoppers have no humility. If I go into a store and am looking for sale items I will shop the whole store so it isn't obvious, sale shoppers? Nope. They walk right in wearing all of the ugly items we had left over from last season that sold for $4.97 and loudy ask, "where's the sale section!?" They don't even look at the regular price items. Actually no, I take that back. Half of them won't look at the regular price items and the other half rumage through them all and then loudy let you know that they'll come back for them when they're half price.
So they get to the sale section and dive in. Literally. Sale sections are always a small area of the store, often with two rows of product on top of each other, not unlike the customers themselves who clamour around one another trying to find the cheapest items in a size somewhat close to what they actually need. It is also a fact that sale shoppers will go out of their way to find a damaged version of an item so they can get an even further discount. So when you see someone walking down the street and there's a rip in the back, they may have actually bought it that way. Sale sections are always crammed. This is because the store has tried to get out as much of the product as possible because at the bargain prices they're selling it for, they don't want to waste time having to help you find a size that's stored in the back. Sale shopping is no service shopping. Should I repeat that?
Sale shopping is self-serve, no service, shopping!
Sorry but I make too much money to try and help you find that $9.97 t-shirt in a small. If you want it, you get on your hands and knees and find it in the mess. And what a mess it is! With everything crammed in there clothes are constantly falling off of the hangers and customers will drop whatever they don't want on the floor.
Now if this was it then we could handle it but the problem is that these people do think that they deserve service, silly them. They do want you to find the small for them and if it's not at your store, start calling around until you find it. And when you find it? You will hold it for them for as long as they want, not as long as the company policy states. No, sale shoppers don't live by society's rules, they live by their own rules and society has to conform to them. I'm not making this up, it's what a customer told me.
So they've made a scene, made a mess, left a war path behind in the fitting room of hangers and ripped t-shirts nobody else would want, and they make it to cash with their items. What else could they possibly want? Oh separate bags for each? Wrapped in tissue paper and done up like gift bags? Tags cut off, perfectly folded, and a bow tied on it? Of course. Sale shoppers will take advantage of every single freebie they can. Hell they'll even pick up a few of our business cards just so they can get some more free shit.
Oh and then they'll make a comment about how poor the service is in the store and probably phone the hotline and try to get a gift card or free merchandise for the "horrible experience" they had.
All this and what did they get? The product that nobody else wanted at regular price, first markdown, second markdown, even third markdown with an additional discount. I know money is tight for some people and when students come in I feel for them, but a lot of these customers are carrying LV bags, wearing Tiffany bracelets, talking on their iphones. They aren't poor. They're just cheap and rude and when they complain that the staff are turning their noses up at them, they're absolutely right. With every discount comes free attitude, courtesy of your friendly sales associate.
Saturday, July 28, 2012
Sunday, July 15, 2012
Verbiage
Every now and then we get what I can only assume are scholars in the store who like to point out when we do and do not speak or write something correctly.
Two weeks ago I jumped on cash because there was a mess of people standing around and I didn't know who was next so I said, "I can help the next person." A woman walked up to me and thanked me for saying it correctly. It took me a moment to figure out what she was talking about and to be honest I don't think the other customers in line ever figured it out. I said "I can" instead of "Can I" to which I assume she would have said, "I don't know, can you?"
I also received a customer complaint once after helping a customer because when they thanked me I said, "No problem." Turns out that this is wrong because it implies that it actually was a problem. So from now on I'll just say "it was my pleasure" and make everyone feel awkward?
Yesterday I had another woman come up to me upset that the word 'favorite' was spelt without the u. This is Canada and if the company is going to take the time to put everything in French then they should change the spelling to the Canadian version. I told her that I didn't think most Canadians were smart enough to know the difference, to which she took offence, and then went on to give me a speech about how we're losing our cultural identity and need to fight for it. Ah if you're that concerned then stop shopping at a huge American chain! And let's be honest, we lost our cultural identity a long time ago. We are Americans in every way except that when we travel our t-shirts say "Canada by Roots" instead of an American flag with a stag.
Look I get that everyone has their "thing" that bugs them, but if I verbalized my "thing" then I'd be out of breath from telling people to shut up everytime they treat other people as less than them.
Oh and I'm sure that there are plenty of grammatical errors in this blog and quite frankly, I don't give a damn. Shut up.
Two weeks ago I jumped on cash because there was a mess of people standing around and I didn't know who was next so I said, "I can help the next person." A woman walked up to me and thanked me for saying it correctly. It took me a moment to figure out what she was talking about and to be honest I don't think the other customers in line ever figured it out. I said "I can" instead of "Can I" to which I assume she would have said, "I don't know, can you?"
I also received a customer complaint once after helping a customer because when they thanked me I said, "No problem." Turns out that this is wrong because it implies that it actually was a problem. So from now on I'll just say "it was my pleasure" and make everyone feel awkward?
Yesterday I had another woman come up to me upset that the word 'favorite' was spelt without the u. This is Canada and if the company is going to take the time to put everything in French then they should change the spelling to the Canadian version. I told her that I didn't think most Canadians were smart enough to know the difference, to which she took offence, and then went on to give me a speech about how we're losing our cultural identity and need to fight for it. Ah if you're that concerned then stop shopping at a huge American chain! And let's be honest, we lost our cultural identity a long time ago. We are Americans in every way except that when we travel our t-shirts say "Canada by Roots" instead of an American flag with a stag.
Look I get that everyone has their "thing" that bugs them, but if I verbalized my "thing" then I'd be out of breath from telling people to shut up everytime they treat other people as less than them.
Oh and I'm sure that there are plenty of grammatical errors in this blog and quite frankly, I don't give a damn. Shut up.
Sunday, June 24, 2012
Applying and Interviewing
I think it's time we talk about the do's and don'ts of applying for a job and interviewing...mostly don'ts.
I do all of the hiring at my store and so I have to see and speak to a lot of people who I would never in a million years even interview because of how they came into the store. I also have to sit through a lot of interviews with people who sent in good resumes but fuck it up as soon as they're in front of me. Getting a retail job shouldn't be that hard. You have been shopping yourself for years so you know what good service and bad service looks like, just show me you know the difference.
Here are bad things people do when they come into the store:
1. They don't ask for a manager and give their resume to the first person they see. Wrong! You need to ask for me, if you don't I'm going to throw your resume out because you show lack of judgement.
2. Never let your mom ask if we are hiring and stand with you while you apply. I'll be polite to you to your face 'cause your mom will hurt me if I'm not but if your mother is this involved already, she's going to be a pain in my ass when you're hired 'cause you obviously aren't mature enough to go through life without her.
3. Don't apply with a friend. If you are both job hunting, fine, but take turns coming into the store to apply. Getting a job isn't a team sport. It's awkward and scary, that's the point. You need to prove you're not a chicken shit, otherwise how am I supposed to trust you in front of any of the people I've talked about in other blogs!
4. Dress up. I know you're applying to many places so you don't have to be in our clothes but you need to be presentable. Comb your hair, wear a top that doesn't have advertising, stains, holes, or your tits hanging out (this goes for girls and guys) and make sure your bottoms aren't too short. Unless you're also dropping off resumes with the local John there are no stores that want you to apply looking like a prostitute, even the stores that sell prostitute clothes.
5. When you speak to me introduce yourself and ask if we are currently hiring. When I say 'yes' ask if you can leave a resume and fill out any application forms that we may have. While you are giving me your resume give me a quick bio: "I'm currently in school looking for a part time job. I am available three days a week and weekends. I have previously worked at _____ and _____ where I learned a lot about customer service." Bam! That easy! If anyone ever came up to me and said that I would be blown away and may offer them a job on the spot. But that never happens. If you don't have previous experience that's fine, tell me, but also tell me that you are a fast learner, love working with people and are excited to provide excellent customer service. Bam! That easy!
Okay so you get an interview. What do you do? Well first of all, do some research. Google the company you are being interviewed for and know their history. If you can bring up something specific about the company during your interview it shows me that you prepped. Also, if you are applying to work in clothing retail know what the current fashion trends are. Google one of the fashion blogs or pick up a magazine. Any good fashion retailer should be asking you about this. And thirdly, and this should sound obvious but it's not, visit the store. Go in the day before and spend some time walking around looking at the product and the staff. Get a feel for how the staff are behaving, how many of them there are, and how the store looks. I ask people all the time what their impressions are of our store, you need to have an answer.
So you've done this and now you need to get dressed for the interview. There are two options:
1. Wear clothes that reflect the current fashion trends, specifically wear the clothes from the store you are applying (but don't forget to keep hem lines a little bit longer, it's always good to have some sort of sleeve, and keep "the girls" covered up). This only works for clothing retail. Do not dress trendy for any other type of interview.
2. The safe answer is to go business casual. Black pants, a button up shirt or nice top with a cardigan or blazer. You can never go wrong with this.
What to avoid wearing (all of which I have seen):
1. Logos for other companies across your chest.
2. Casual shorts and a tank top. (you look like you're on the way to the beach and this interview is just a pit stop.)
3. Really short skirts.
4. Really low tops, especially when your foundations bra is sticking out.
5. Jacket. Take your coat off!
And one more thing before the interview starts, SHOW UP ON TIME! You should arrive 5 minutes early. Not sooner, not later. If you arrive late I may interview you but I will not hire you. If you can't be on time for the interview then you will be late once you're hired. Also if you arrive more than 5 minutes early, don't come by until it is time. I don't like feeling pressured and you're in my way.
Finally, the interview!
You will be asked to say something about yourself. There are things you should and shouldn't mention at this time:
SHOULD mention and previous experience you have had.
SHOULDN'T mention your political leanings.
SHOULD mention if you are in school, or have completed school and what you took.
SHOULDN'T mention your age.
SHOULD mention how you have been a long time shopper and enjoy the brand.
SHOULDN'T mention you only shop in the store when we have good sales.
SHOULDN'T mention that you work well with other races, oh my god this is awkward and happens way too often!
Most of the other questions will be about service. The key is to keep your answers short and as much as possible use actual examples. You should have examples ready of when you have received good and bad service and why and when you have given good service or dealt with a difficult customer. If you haven't worked in retail you can use school or sports teams and anything else as examples.
When I ask people to describe a time that they received excellent customer service and why, I always get the same answer:
"I like it when you walk into a store and are greeted (this is the right thing to say) and then they leave me alone to look around (no!) I don't like people trying to be pushy or tell me what to buy (no! no!)"
I don't care that you don't want service, your job in retail is to provide service. What you should say is:
"I like it when you walk into a store and someone says hello to you and lets you know of any sales or promotions going on. I also really like it when I'm trying clothes on and there is someone there to help me get another size or make suggestions of something else that will work."
See, I side stepped the part you don't like and gave an example of where I do like service. Keep it positive. You don't know what the company's selling expectations are so don't dig yourself into a hole.
I hire people all the time who have no retail experience and say no to people who do. The most successful candidates are those who show enthusiasm for the job and the brand, keep their answers concise and relevant, and show a level of maturity and comfort in front of a group (we do group interviews).
Last thing, you will be asked if you have any questions. You should always have a question to ask and it should never be "how much do I get paid" or "what is the discount".
Acceptable questions would be:
"When are you looking to start training?"
"Are there opportunities to grow in the company?"
"What is your favourite part of working for this company?"
You need to show that you are interested in more than just the pay cheque. Once you have asked your question you should offer them another copy of your resume and references if they would like but don't force it on them! If I need it I'll take it. When they end the interview thank them, shake their hand, and get the fuck out! If this means carrying your coat and bag then do it. There's nothing worse than waiting five minutes for someone to collect themselves. I don't care if it's snowing out, you put your coat on out there. I know this sounds harsh but at this point you need to lower yourself to me to show how committed you are. Hopeful once hired the company will let you put your coat on inside!?
I shouldn't even have to explain this but it blows my mind how often people screw up the hiring process. There are way more people looking for jobs right now then there are positions so you need to take the time to be presentable and professional. Even still I would rather not fill a vacancy then hire some loser just so I have a body on the floor. I will bring in ten people and hire one if I think they're the only one worth investing time into, it's all on the other nine people that they didn't get hired. I gave them the chance, they just weren't prepared.
Good luck!
I do all of the hiring at my store and so I have to see and speak to a lot of people who I would never in a million years even interview because of how they came into the store. I also have to sit through a lot of interviews with people who sent in good resumes but fuck it up as soon as they're in front of me. Getting a retail job shouldn't be that hard. You have been shopping yourself for years so you know what good service and bad service looks like, just show me you know the difference.
Here are bad things people do when they come into the store:
1. They don't ask for a manager and give their resume to the first person they see. Wrong! You need to ask for me, if you don't I'm going to throw your resume out because you show lack of judgement.
2. Never let your mom ask if we are hiring and stand with you while you apply. I'll be polite to you to your face 'cause your mom will hurt me if I'm not but if your mother is this involved already, she's going to be a pain in my ass when you're hired 'cause you obviously aren't mature enough to go through life without her.
3. Don't apply with a friend. If you are both job hunting, fine, but take turns coming into the store to apply. Getting a job isn't a team sport. It's awkward and scary, that's the point. You need to prove you're not a chicken shit, otherwise how am I supposed to trust you in front of any of the people I've talked about in other blogs!
4. Dress up. I know you're applying to many places so you don't have to be in our clothes but you need to be presentable. Comb your hair, wear a top that doesn't have advertising, stains, holes, or your tits hanging out (this goes for girls and guys) and make sure your bottoms aren't too short. Unless you're also dropping off resumes with the local John there are no stores that want you to apply looking like a prostitute, even the stores that sell prostitute clothes.
5. When you speak to me introduce yourself and ask if we are currently hiring. When I say 'yes' ask if you can leave a resume and fill out any application forms that we may have. While you are giving me your resume give me a quick bio: "I'm currently in school looking for a part time job. I am available three days a week and weekends. I have previously worked at _____ and _____ where I learned a lot about customer service." Bam! That easy! If anyone ever came up to me and said that I would be blown away and may offer them a job on the spot. But that never happens. If you don't have previous experience that's fine, tell me, but also tell me that you are a fast learner, love working with people and are excited to provide excellent customer service. Bam! That easy!
Okay so you get an interview. What do you do? Well first of all, do some research. Google the company you are being interviewed for and know their history. If you can bring up something specific about the company during your interview it shows me that you prepped. Also, if you are applying to work in clothing retail know what the current fashion trends are. Google one of the fashion blogs or pick up a magazine. Any good fashion retailer should be asking you about this. And thirdly, and this should sound obvious but it's not, visit the store. Go in the day before and spend some time walking around looking at the product and the staff. Get a feel for how the staff are behaving, how many of them there are, and how the store looks. I ask people all the time what their impressions are of our store, you need to have an answer.
So you've done this and now you need to get dressed for the interview. There are two options:
1. Wear clothes that reflect the current fashion trends, specifically wear the clothes from the store you are applying (but don't forget to keep hem lines a little bit longer, it's always good to have some sort of sleeve, and keep "the girls" covered up). This only works for clothing retail. Do not dress trendy for any other type of interview.
2. The safe answer is to go business casual. Black pants, a button up shirt or nice top with a cardigan or blazer. You can never go wrong with this.
What to avoid wearing (all of which I have seen):
1. Logos for other companies across your chest.
2. Casual shorts and a tank top. (you look like you're on the way to the beach and this interview is just a pit stop.)
3. Really short skirts.
4. Really low tops, especially when your foundations bra is sticking out.
5. Jacket. Take your coat off!
And one more thing before the interview starts, SHOW UP ON TIME! You should arrive 5 minutes early. Not sooner, not later. If you arrive late I may interview you but I will not hire you. If you can't be on time for the interview then you will be late once you're hired. Also if you arrive more than 5 minutes early, don't come by until it is time. I don't like feeling pressured and you're in my way.
Finally, the interview!
You will be asked to say something about yourself. There are things you should and shouldn't mention at this time:
SHOULD mention and previous experience you have had.
SHOULDN'T mention your political leanings.
SHOULD mention if you are in school, or have completed school and what you took.
SHOULDN'T mention your age.
SHOULD mention how you have been a long time shopper and enjoy the brand.
SHOULDN'T mention you only shop in the store when we have good sales.
SHOULDN'T mention that you work well with other races, oh my god this is awkward and happens way too often!
Most of the other questions will be about service. The key is to keep your answers short and as much as possible use actual examples. You should have examples ready of when you have received good and bad service and why and when you have given good service or dealt with a difficult customer. If you haven't worked in retail you can use school or sports teams and anything else as examples.
When I ask people to describe a time that they received excellent customer service and why, I always get the same answer:
"I like it when you walk into a store and are greeted (this is the right thing to say) and then they leave me alone to look around (no!) I don't like people trying to be pushy or tell me what to buy (no! no!)"
I don't care that you don't want service, your job in retail is to provide service. What you should say is:
"I like it when you walk into a store and someone says hello to you and lets you know of any sales or promotions going on. I also really like it when I'm trying clothes on and there is someone there to help me get another size or make suggestions of something else that will work."
See, I side stepped the part you don't like and gave an example of where I do like service. Keep it positive. You don't know what the company's selling expectations are so don't dig yourself into a hole.
I hire people all the time who have no retail experience and say no to people who do. The most successful candidates are those who show enthusiasm for the job and the brand, keep their answers concise and relevant, and show a level of maturity and comfort in front of a group (we do group interviews).
Last thing, you will be asked if you have any questions. You should always have a question to ask and it should never be "how much do I get paid" or "what is the discount".
Acceptable questions would be:
"When are you looking to start training?"
"Are there opportunities to grow in the company?"
"What is your favourite part of working for this company?"
You need to show that you are interested in more than just the pay cheque. Once you have asked your question you should offer them another copy of your resume and references if they would like but don't force it on them! If I need it I'll take it. When they end the interview thank them, shake their hand, and get the fuck out! If this means carrying your coat and bag then do it. There's nothing worse than waiting five minutes for someone to collect themselves. I don't care if it's snowing out, you put your coat on out there. I know this sounds harsh but at this point you need to lower yourself to me to show how committed you are. Hopeful once hired the company will let you put your coat on inside!?
I shouldn't even have to explain this but it blows my mind how often people screw up the hiring process. There are way more people looking for jobs right now then there are positions so you need to take the time to be presentable and professional. Even still I would rather not fill a vacancy then hire some loser just so I have a body on the floor. I will bring in ten people and hire one if I think they're the only one worth investing time into, it's all on the other nine people that they didn't get hired. I gave them the chance, they just weren't prepared.
Good luck!
Friday, June 1, 2012
Stylists
I had to walk away today when I overheard a customer go up to the visual manager and angrily ask him why we have product on our mannequins that we are sold out of. Really? Really!?
Well, the reason that happens is because we have 2000 people walk through our doors every day and maybe once a week do we have time to update a few of the mannequins but we have over 100 mannequins and 2 managers who spend most of their day selling because we have no payroll to let them actually do their job.
Also, we have over 20 000 styles of clothes in the store. It's pretty hard to keep track of exactly what we do and do not have at all times.
As well, if you want something that's on a mannequin, we will take it off for you (as the staff had already done for this customer).
And finally, this "customer" isn't even a customer. She is a stylist. This means she works for tv shows and goes around buying clothes, using the clothes on the tv shows, and then she returns them. So she never actually buys anything. She returns 100% of what she buys and all of it has been used.
We have a policy of charging a 20% restocking fee for stylists but we never charge it. So lady, go f**k yourself.
Well, the reason that happens is because we have 2000 people walk through our doors every day and maybe once a week do we have time to update a few of the mannequins but we have over 100 mannequins and 2 managers who spend most of their day selling because we have no payroll to let them actually do their job.
Also, we have over 20 000 styles of clothes in the store. It's pretty hard to keep track of exactly what we do and do not have at all times.
As well, if you want something that's on a mannequin, we will take it off for you (as the staff had already done for this customer).
And finally, this "customer" isn't even a customer. She is a stylist. This means she works for tv shows and goes around buying clothes, using the clothes on the tv shows, and then she returns them. So she never actually buys anything. She returns 100% of what she buys and all of it has been used.
We have a policy of charging a 20% restocking fee for stylists but we never charge it. So lady, go f**k yourself.
Wednesday, May 30, 2012
Okay but you're crazy
Every now and then we get a truly crazy person who takes up a ton of our time and in the end doesn't get anything. Today's crazy is particularly insane.
So I guess somehow this guy got the phone number of the person who runs the brand in this country and contacted them saying he was unhappy with his product. The country manager told him no problem and to speak to the district manager. So he began calling the district manager leaving messages saying, "You don't know my phone number so I'm going to need you to pick up the phone now." and then he would wait...ah I'm not sure if you know this but people haven't had answering machines for years now, he's not going to pick up.
After trying to get ahold of the district manager for a while he decided to come into our store and drop off the clothes he was unhappy with. He left no explanation as to what his issue was or what he wanted us to do for him. In fact when I asked he said he wouldn't discuss it with me, only the district manager.
Fine. So I pull the product out of the bag and look at it. First of all there's nothing wrong with any of the pieces. They've obviously been worn but aren't damaged or faded. I don't recognize the pieces so I look inside at the tag that tells you when it was made. January 2002. 2002! The clothes are literally over 10 years old! To be honest I'm impressed with how well they've lasted for 10 years.
The guy calls back to ask if the district manager looked at them yet. I tell him yes the two of us looked at them, which is true, but there is nothing wrong with the items and they're TEN YEARS OLD. He tells me he doesn't want to talk to me and that the country manager said we'd help. Really? Sure we'll help if you bought it in the last year but did you tell the manager they're 10 years old? "Well no but I assumed she knew" !?
Crazy. Crazy!
I think he won't leave his phone number because he's homeless and calling from a pay phone. Probably bought the clothes from the Salvation Army and now wants to "return" them.
Sometimes I feel like a babysitter for the insane.
So I guess somehow this guy got the phone number of the person who runs the brand in this country and contacted them saying he was unhappy with his product. The country manager told him no problem and to speak to the district manager. So he began calling the district manager leaving messages saying, "You don't know my phone number so I'm going to need you to pick up the phone now." and then he would wait...ah I'm not sure if you know this but people haven't had answering machines for years now, he's not going to pick up.
After trying to get ahold of the district manager for a while he decided to come into our store and drop off the clothes he was unhappy with. He left no explanation as to what his issue was or what he wanted us to do for him. In fact when I asked he said he wouldn't discuss it with me, only the district manager.
Fine. So I pull the product out of the bag and look at it. First of all there's nothing wrong with any of the pieces. They've obviously been worn but aren't damaged or faded. I don't recognize the pieces so I look inside at the tag that tells you when it was made. January 2002. 2002! The clothes are literally over 10 years old! To be honest I'm impressed with how well they've lasted for 10 years.
The guy calls back to ask if the district manager looked at them yet. I tell him yes the two of us looked at them, which is true, but there is nothing wrong with the items and they're TEN YEARS OLD. He tells me he doesn't want to talk to me and that the country manager said we'd help. Really? Sure we'll help if you bought it in the last year but did you tell the manager they're 10 years old? "Well no but I assumed she knew" !?
Crazy. Crazy!
I think he won't leave his phone number because he's homeless and calling from a pay phone. Probably bought the clothes from the Salvation Army and now wants to "return" them.
Sometimes I feel like a babysitter for the insane.
Sunday, May 27, 2012
Promotion vs Sale vs Markdown
Okay it's time you learned some retail lingo because it always amazes me how many people don't know the difference between a promotion, a sale, and a markdown. So here it is:
When something is marked down that means that the price has permanently been lowered. A sale sticker will be placed on it or the price will be crossed out and the lower price written on. This product has gone down in price because it has been in the store for a while and a new collection is probably on its way and the store needs more space. First markdowns are usually about 20%, second markdown 40%, and then what they call "kill price", which will be 50-75% off. Usually the company is still making money on the product until it hits kill price. At that point they are breaking even.
Where I work when it hits kill price it becomes final sale. This means no returns and no exchanges. It's final sale. F-I-N-A-L sale. I can't tell you how often I tell somebody it's final sale and then they ask if they can exchange it, NO! You cannot return it! It's kill price because we want to get rid of it, we never want to see it again. You are getting it at a great price so that we can make space so take it or leave it!
Promotions are regular priced items that are on a special discount for a limited time. These items will usually have a sign near them saying they are a certain percent or dollar value off. Sometimes it is a store wide blanket discount (eg 20% off your purchase) and sometimes it's specific items (eg $10 off shorts). These discounts won't be seen on the price tag because the item is going to go back to regular price at some point. Stores have promotions on holiday weekends, or at specific times to move items they bought heavy in, ie they bought a lot of a certain item knowing that they planned to have the promotion. The idea of a promotion is to give you a deal on one item with the hopes that once you're in the store you'll buy more items that will equal more than the original price of the discounted item.
Finally, sale. Sale is the overall name used to say that "we have markdowns". If something is "on sale" it has been marked down and therefore follows the same rules as markdowns. Sometimes at my store we will have an additional percentage off of sale. You have probably seen these types of signs "take an additional 30% off of sale" This means any item you see marked down (new price sticker over original price) will have another 30% off of the lowest price. The discount will come off at cash.
Sometimes I will tell people this and they say, "oh 30% off of everything? Because everything is FOR sale." No, this is not the same thing. Everything is FOR sale but only items marked down are ON sale.
Got it?
When something is marked down that means that the price has permanently been lowered. A sale sticker will be placed on it or the price will be crossed out and the lower price written on. This product has gone down in price because it has been in the store for a while and a new collection is probably on its way and the store needs more space. First markdowns are usually about 20%, second markdown 40%, and then what they call "kill price", which will be 50-75% off. Usually the company is still making money on the product until it hits kill price. At that point they are breaking even.
Where I work when it hits kill price it becomes final sale. This means no returns and no exchanges. It's final sale. F-I-N-A-L sale. I can't tell you how often I tell somebody it's final sale and then they ask if they can exchange it, NO! You cannot return it! It's kill price because we want to get rid of it, we never want to see it again. You are getting it at a great price so that we can make space so take it or leave it!
Promotions are regular priced items that are on a special discount for a limited time. These items will usually have a sign near them saying they are a certain percent or dollar value off. Sometimes it is a store wide blanket discount (eg 20% off your purchase) and sometimes it's specific items (eg $10 off shorts). These discounts won't be seen on the price tag because the item is going to go back to regular price at some point. Stores have promotions on holiday weekends, or at specific times to move items they bought heavy in, ie they bought a lot of a certain item knowing that they planned to have the promotion. The idea of a promotion is to give you a deal on one item with the hopes that once you're in the store you'll buy more items that will equal more than the original price of the discounted item.
Finally, sale. Sale is the overall name used to say that "we have markdowns". If something is "on sale" it has been marked down and therefore follows the same rules as markdowns. Sometimes at my store we will have an additional percentage off of sale. You have probably seen these types of signs "take an additional 30% off of sale" This means any item you see marked down (new price sticker over original price) will have another 30% off of the lowest price. The discount will come off at cash.
Sometimes I will tell people this and they say, "oh 30% off of everything? Because everything is FOR sale." No, this is not the same thing. Everything is FOR sale but only items marked down are ON sale.
Got it?
Wednesday, May 23, 2012
More Payroll
When you come to me and say, "I got good service but you need more people working." What do you expect me to say back?
"Oh, you don't think having one person working when we expect over 1000 people to walk through the door today is enough!? Wow, that's great feedback. I'm not very smart so I totally thought it was fine but thank you for letting me know, you clearly know how to do my job better than me."
Do you think that we only have one person working because we think it's enough? Because we scheduled everyone to work Monday morning at 8am and now don't have any more hours? Because we don't have staff who are desperate for more hours?
We only have one person working on the floor because corporate has decided that's enough. Somebody in an office on the other side of the country decides how many hours a week our store is allowed to use (payroll). How much payroll we can use is based on how much we sell:
for every $1000 we sell we get 3 hours of payroll. Our shifts are 4.5 hours long so each person who works has to sell $1500 to pay for themselves.
Doesn't seem so bad, right? Well keep in mind that we have to schedule people outside of store hours to receive shipment and replenish the floor. We have to do markdowns and make moves to allow for new product, put up signage for promotions and sales, change mannequins outfits, change windows, make schedules, hire people and train them, vaccuum, clean toilets, and dust, fold and size everything perfectly, open and close cash, among many other things that don't happen on a weekly basis. When you add all of these items in it works out to be more like $5000 a person.
My store gets about 900 hours of payroll a week. To truly run our store properly (ie to be able to have enough cashiers, enough sales associates, enough fitting room/runners, enough managers working just while we're open) we would need about 1400 a week. I only get 1400 a week at Christmas when I'm also making $400 000 a week and in fact need 2000 hours!
When the recession hit payroll was one of the first things to go. We were expected to do more with less, to help five customers at once while folding down the store and ringing people out. When the economy got better the company said, "hey, look at how well they coped with no payroll, we don't need to give it back."
So don't insult a retail employee by telling them the store needs more people working. We know we need more people and we want there to be more people way more than you do. If you actually want it to change you need to call the customer service number or email the company directly. If enough people do this they may start investing in the stores again. Telling us is pointless. Corporate doesn't listen to what we have to say and considers it all just whining. You need to give the feedback directly and you need to give it often.
And when you are in the store, instead of telling us we need more people, why not instead say, "wow, it must be really hard to work somewhere that's clearly underfunded but man do you guys work hard and do the best you can."
"Oh, you don't think having one person working when we expect over 1000 people to walk through the door today is enough!? Wow, that's great feedback. I'm not very smart so I totally thought it was fine but thank you for letting me know, you clearly know how to do my job better than me."
Do you think that we only have one person working because we think it's enough? Because we scheduled everyone to work Monday morning at 8am and now don't have any more hours? Because we don't have staff who are desperate for more hours?
We only have one person working on the floor because corporate has decided that's enough. Somebody in an office on the other side of the country decides how many hours a week our store is allowed to use (payroll). How much payroll we can use is based on how much we sell:
for every $1000 we sell we get 3 hours of payroll. Our shifts are 4.5 hours long so each person who works has to sell $1500 to pay for themselves.
Doesn't seem so bad, right? Well keep in mind that we have to schedule people outside of store hours to receive shipment and replenish the floor. We have to do markdowns and make moves to allow for new product, put up signage for promotions and sales, change mannequins outfits, change windows, make schedules, hire people and train them, vaccuum, clean toilets, and dust, fold and size everything perfectly, open and close cash, among many other things that don't happen on a weekly basis. When you add all of these items in it works out to be more like $5000 a person.
My store gets about 900 hours of payroll a week. To truly run our store properly (ie to be able to have enough cashiers, enough sales associates, enough fitting room/runners, enough managers working just while we're open) we would need about 1400 a week. I only get 1400 a week at Christmas when I'm also making $400 000 a week and in fact need 2000 hours!
When the recession hit payroll was one of the first things to go. We were expected to do more with less, to help five customers at once while folding down the store and ringing people out. When the economy got better the company said, "hey, look at how well they coped with no payroll, we don't need to give it back."
So don't insult a retail employee by telling them the store needs more people working. We know we need more people and we want there to be more people way more than you do. If you actually want it to change you need to call the customer service number or email the company directly. If enough people do this they may start investing in the stores again. Telling us is pointless. Corporate doesn't listen to what we have to say and considers it all just whining. You need to give the feedback directly and you need to give it often.
And when you are in the store, instead of telling us we need more people, why not instead say, "wow, it must be really hard to work somewhere that's clearly underfunded but man do you guys work hard and do the best you can."
Tuesday, May 15, 2012
Shoplifter
People who don't work in retail always seem to be shocked by how rampant shoplifting is. On average my store has 25 items stolen a day. A lot of time they pick items without security tags and put them on under their own clothes, other people have security tag removers with them and take them off and hide the items in a bag. In the winter it's hard to catch people because they just stick the clothes in a puffy coat, others work in teams and fill large gift bags with whole stacks of clothes. Often you can tell who's going to shoplift because they look homeless or are acting sketchy but the ones who get away with it the most are the middle aged housewives who don't need to steal but are bored so do it for kicks. They probably steal more than anybody else. They are the hardest to catch but the first to get nervous and run if they think you suspect them.
But the best, or worst, are the ones who come up with elaborate stories to try and get you to give them cash for the items they have no receipt for. I had a guy today:
Guy: I'm a D&D with the first squadron in the military out of Trenton and I called the other day and spoke to a manager who said I could return this bag and these shoes.
Me: Okay, that's no problem.
Guy: Ya we bought them for a soldier in England but he was killed last week so now I need to return them.
Me: Oh I didn't know the military bought soldiers random shoes and bags from a retailer, was it his birthday?
Guy: Yes.
Me: Oh well that's horrible he died on his birthday.
Guy: Ya it was bad timing. So you'll do the return?
Me: Ya I'll just need the receipt.
Guy: Well that's why I called before because I'm with the D&D and I work undercover a lot and I bought the stuff but the receipt is at the Trenton air base and I paid cash.
Me: Okay well then I'm going to need to see a piece of photo id.
Guy: Well I'm with the D&D and I work undercover a lot so I don't like to give out my information.
Me: But it's okay for you to go around openly saying you work undercover?
Guy: ...I'll go get my partner Lisa, I'll be right back.
He never came back and when I checked the cameras he had walked in empty handed.
But the best, or worst, are the ones who come up with elaborate stories to try and get you to give them cash for the items they have no receipt for. I had a guy today:
Guy: I'm a D&D with the first squadron in the military out of Trenton and I called the other day and spoke to a manager who said I could return this bag and these shoes.
Me: Okay, that's no problem.
Guy: Ya we bought them for a soldier in England but he was killed last week so now I need to return them.
Me: Oh I didn't know the military bought soldiers random shoes and bags from a retailer, was it his birthday?
Guy: Yes.
Me: Oh well that's horrible he died on his birthday.
Guy: Ya it was bad timing. So you'll do the return?
Me: Ya I'll just need the receipt.
Guy: Well that's why I called before because I'm with the D&D and I work undercover a lot and I bought the stuff but the receipt is at the Trenton air base and I paid cash.
Me: Okay well then I'm going to need to see a piece of photo id.
Guy: Well I'm with the D&D and I work undercover a lot so I don't like to give out my information.
Me: But it's okay for you to go around openly saying you work undercover?
Guy: ...I'll go get my partner Lisa, I'll be right back.
He never came back and when I checked the cameras he had walked in empty handed.
Monday, May 14, 2012
I have a question but I won't believe your answer
Okay so I understand customers not trusting that sales associates know what they're talking about because the truth is that 90% of people who work in retail are only in the store 4-8 hours a week. Stores get new product all the time and constantly have to move the already existing product to make space for the new stuff and to consolidate the items that have sold through. It's hard to stay on top of what and where over 2000 styles of items are all the time. We try to know all the colours that each item comes in, where it's made, and what it's made of, but come on, it's unrealistic to expect even the person who's in the store 40 hours a week, even the person who places all the product to remember exactly what we have and where it is.
This being said, if you ask us a question and we give you an answer we will either tell you:
a) I don't know the answer let me find out.
b) I'm pretty sure what you want is over here but let me just make sure I'm right.
c) Yes, what you're looking for is right here and it also comes in x y z colours.
Now A and B show that the person is trying to help you to the best of their ability but if they don't fully answer your question, have a look around yourself.
If you get answer C then this person knows what they are talking about and is completely answering your question. They are either a super genius or have been asked the same question enough times to know the answer off the top of their head.
Regardless of what answer you get, I never understand when I'm asked a question and I give one of these responses and the response I get from the customer is, "no you're wrong." If you aren't going to trust the answer I give you then why did you ask me? I had two such customers today.
Customer one: She asked me where the shirt I was wearomg was in the store. I walked her over to the table and said:
Me: Here.
Her: No it's not.
Me: Um, ya that's the shirt I'm wearing.
Her: No it's not, I looked at that one and it's not what you have on.
Me: Well I literally just bought this shirt ten minutes ago and that's the pile I took it from.
She picks up the shirt.
Her: Oh, ya.
No "sorry" no "thank you" or "my bad" just took her size and left.
Second customer called the store:
Her: Hi I was just wondering when your next sale is.
Me: Well we have shorts on sale for $30, t-shirts on sale for $15, bathingsuits for $20 and all sale is an extra 20% off.
Her: Ya, that's not what I'm looking for.
Me: What are you looking for?
Her: I don't really know...um, sweatpants?
Me: Okay well sweatpants were on sale a couple of months ago so it might be a while again.
Her: No I get your emails, you have sales all the time.
Me: Yup we have sales on specific items all the time and sometimes online gives blanket discounts but we rarely do that in store.
Her: No I get your emails for deals.
Me: Yup I get the emails too and three times a year we have friends and family for 30% off but otherwise it's usually only online that gives those kinds of deals 'cause it's cheaper to run an online store when you don't have to pay for people like me.
Her: Ya I don't want to say you're wrong but I get the emails. I just want to know when the next one is.
Me: I don't know.
Her: Okay well I guess you don't know anything then. You can't help me.
Me: You're right, I clearly don't know anything...
This being said, if you ask us a question and we give you an answer we will either tell you:
a) I don't know the answer let me find out.
b) I'm pretty sure what you want is over here but let me just make sure I'm right.
c) Yes, what you're looking for is right here and it also comes in x y z colours.
Now A and B show that the person is trying to help you to the best of their ability but if they don't fully answer your question, have a look around yourself.
If you get answer C then this person knows what they are talking about and is completely answering your question. They are either a super genius or have been asked the same question enough times to know the answer off the top of their head.
Regardless of what answer you get, I never understand when I'm asked a question and I give one of these responses and the response I get from the customer is, "no you're wrong." If you aren't going to trust the answer I give you then why did you ask me? I had two such customers today.
Customer one: She asked me where the shirt I was wearomg was in the store. I walked her over to the table and said:
Me: Here.
Her: No it's not.
Me: Um, ya that's the shirt I'm wearing.
Her: No it's not, I looked at that one and it's not what you have on.
Me: Well I literally just bought this shirt ten minutes ago and that's the pile I took it from.
She picks up the shirt.
Her: Oh, ya.
No "sorry" no "thank you" or "my bad" just took her size and left.
Second customer called the store:
Her: Hi I was just wondering when your next sale is.
Me: Well we have shorts on sale for $30, t-shirts on sale for $15, bathingsuits for $20 and all sale is an extra 20% off.
Her: Ya, that's not what I'm looking for.
Me: What are you looking for?
Her: I don't really know...um, sweatpants?
Me: Okay well sweatpants were on sale a couple of months ago so it might be a while again.
Her: No I get your emails, you have sales all the time.
Me: Yup we have sales on specific items all the time and sometimes online gives blanket discounts but we rarely do that in store.
Her: No I get your emails for deals.
Me: Yup I get the emails too and three times a year we have friends and family for 30% off but otherwise it's usually only online that gives those kinds of deals 'cause it's cheaper to run an online store when you don't have to pay for people like me.
Her: Ya I don't want to say you're wrong but I get the emails. I just want to know when the next one is.
Me: I don't know.
Her: Okay well I guess you don't know anything then. You can't help me.
Me: You're right, I clearly don't know anything...
Friday, May 11, 2012
How 5 cents ruined my life
Where I live it costs five cents for a plastic bag. Paper bags are still free but we have to charge five cents for plastic. Apparently cutting down trees isn't bad for the environment?! So needless to say people only want the paper bags, or should it be needless? We're talking five cents for a bag that most of the time is the best size for the items they're buying and you can reuse as a garbage bag. Believe it or not charging five cents per bag is the biggest issue I deal with on a daily basis. I have had people walk out without buying the $200 worth of items they wanted because I wasn't willing to give them a plastic bag for free (it's a by-law, not a rule I made up). I have had people walk out with armloads of underwear, pants in their coat pockets, and one guy who wore three t-shirts at once just so he wouldn't need a bag. We ask every customer if they want a bag so they can tell us before we charge them and 90% of the time they say no "on principle" but come on, we know it's because you're cheap. You're buying clothes that were made in sweatshops, do your principles not cover human rights? Oh wait, if you stand up and say you don't want your clothes made in sweatshops then the price of the clothes will go up and if you aren't willing to pay five cents to save the environment then you definitely aren't willing to pay an extra dollar so factory employees can have better working conditions.
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