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It bothers me that when a company is declining in sales, they look at their in-store employees and not their marketing tactics or what's going on in the economy. People are just more conscious about their spending and that has zero reflection on us.
Pro
Retail has surely changed in the 30 years I have been in the industry. It has gone from "Welcome", ring up sale, "thank you" to
Welcome, join our loyalty programme, would you like the protection plan, can I interest you in magazines, would you like to round up for charity, can I get your phone number so we can text you, would you like to get our emails, like us on these 18 social media, would you like to preorder something, check out our website, please rate me 5 stars, review us on yelp, oh crap, forgot to thank them for the sale
Pro
Additionally, in the last few years, we have seen two opposite trends in retail. One is the customer does ALL the work (self check out) and the other is the customer does NONE of the work (store pick up, or delivery)
Conversation Starter
Totally get that—feels like the focus has shifted from building relationships to just hitting numbers. It’s tough when real service takes a backseat to sales goals.