8 Things I have learned while working in retail
I originally posted this on the fireberry.org blog and the kinkoids community forum. I think I am going to share it with everyone on my friends list as well...
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There came a time in the beginning of the century where jobs were very scarce. I was jobless for a good 2-3 years straight with no sight of relief anytime soon. A family friend at the time was working as a Manager at Fedex Kinkos, (Now Fedex Office -- or F-Off for those still employed there who understand the environment), offered me a job without an interview. He just asked when I can start. I did all the pre-reqs for entrance and found myself employed there.
I worked there for about a year before I was promoted to Assistant Manager (since I practically was doing the job already -- cause no one wanted it). I found myself in many situations that really stretched and expanded my thinking about retail. Everyone involved in retail treated it like prison. Everyone was saying, "When I get out of here, i'm gonna [insert action here]. I left Fedex after 2 years and worked as a Technician (which is what I really wanted to do), however it was in a retail environment. Something I didn't expect, but accepted as a norm.
In my line of work in retail, there are many things I learned and have carried over. I dedicate this list to my fellow friend still employed at the Fedex Kinkos Office and those who know what it's like to exist in these low-paying jobs for survival (especially you James).
--8 Things I have learned while working in retail.--
When asking for someone's name, make sure you gave your name
This one is small, but our crappy DM did tell me this. It has always stuck with me even now that I am out of retail. Always give your name if you are going to ask theirs. This line shows courtesy and respect. It is always important to show respect to the other party. Treat others as you want to be treated. Don't be a stranger no one can relate to. An added bonus is to learn the names of your frequent customers. They will remember you and it adds the familiarity and understanding from that person.
On a side note, always tell them to have a good day (or night). It's a good habit to learn. No exceptions.
When working the Graveyard shift, always have a baseball bat within reach
Yah this one is weird, but it's legitament. Being open 24 hours a day does allow some out-of-the-ordinary people into a business where you know they are not there to make copies. I have seen homeless people arguing at a fax machine because it looked at them funny. You still have to provide excellent service to people, however there are always limits to what you can do. The odds however are, you are alone, or your Graveyard partner has called in sick. Sometimes, dialing 911 won't help you as fast as a handy baseball bat. To this day, it has never been used, but it has been held a few times by some old friends.
Always get the backs of your fellow workmates
You may never get a long with your colleagues and hate their guts. However always make sure you have their back. It's hard to remember that you are all in this together. For example, there have been situations where extra time that I may have had went a long way. Helping someone run a job or assisting in activities that may overwhelm another is never forgotten.
Don't trust your workmates to do the job
It almost goes against what I said in the previous statement. However, if you want something done right, then you have to do it yourself. It goes along the lines of "you can never count on anyone except yourself". In this situation, that statement is correct. There have been many countless times where i've had to say to a customer, "I'm sorry, but your funeral posters are not ready". "But the funeral is in an hour!". What are you suppost to say? "I'm sorry, but someone dropped the ball and it's a 3 hour turn around time for the posters with foam core mounting, and we don't have the mounts." This has been an experience well played out by those who have worked in the "Kinkos" environment.
If something goes wrong, always apologize
There are many situations that present itself that are never your fault. However you represent an institution that you are bound to. Therefore, you are it's voice, CEO, and representative for everything that deals with the customer. Always apologize. It goes a long way relaying to the customer that you have a heart. Following that statement (most of the time) is always followed up by pushing their work to the front of the line. Coworkers may not sympathize, but being an Assistant Manager has taught me that you have to show that the company has a heart too (supposedly). This leads to the next thing...
Always go the extra mile
People may not diserve it. They may be ass lickers that should die a horrid death by chain saw or other means. But if you go the extra mile, you are just not talking the talk. Saving a project that is held dear, and saving the day is the stuff people sing about in war songs. I have received a few letters of appreciation by saving the day and helping a miracle form in spite of the odds of the World against you. It definitely makes you believe in the under dog. My letter of recommendation is still displayed at my old company from Google saving their dead hard drive in a data recovery situation. All because I kept the business open 45 minutes after hours waiting for him.
Taking a step outside what I have experienced, I asked a friend of mine his experience in his line of work as a service provider. He has this to share...
Find out what are your customers wants and needs. Then be sure to let them know that's what you can offer them.
Mark Preader, Head Instructor and Owner of "West Coast Martial Arts Hollister" states, If someone says to me, "I want my child to learn discipline", I always say, "Well that's the core of our program". This shows great thought into services rendered and available through teaching. You don't want to offer a product or service to someone and fall short. That's just poor customer service. You will find yourself without clients or people trusting you or your product.
Finally, this is the most important lesson I learned. All it took was for my manager to be pissed off at someone and become an outlet for him.
You don't have to work there
You don't have to work at your location. There are many jobs out there that can better suit what you want. Unfortunately, it may be difficult in this recession we have, but they do exist. All you have to do is try and put yourself out there. There are many stories of people who take so much crap from customers. I know many who still do. But if you don't put yourself and your resume out there. You will never know. I moved from Kinkos, to Home Computer Servicing to Enterprise Servicing. It is a place that not only pays way more than previous endevours but is more relaxing than slaving over a counter. I applaud those who still do low-pay service providing for survival and it may be all they know. Just remember, you will never know until you try.