The obsession with "attachment rates" and upselling in high street shops is killing the actual service side of things. I have seen managers pull people into the office for not pushing enough socks or gift cards, even when the customer clearly just wanted a single shirt and a quick exit. It feels like we are being forced to annoy people rather than actually help them find what they need.

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I’ve seen this too. When every interaction turns into a push for extras, the focus shifts away from actually helping the customer. Sometimes the best service is just letting someone grab what they need and leave happy. Forcing the upsell can do more harm than good.

It's really no surprise why people are moving to online shopping. I stopped going into LUSH because I was so tired of feeling smothered by employees the second I walked in.

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