If people annoy you and you work in retail where interacting with people every day is part of the job, this small business retail advice is for you.
But first, a disclaimer. This is personal advice, opinion really. We’re not psychologists. The advice for small business retailers that we offer here is based on years working in retail and helping small business retailers. So, let’s get into it, here’s our advice if people annoy you and your job is dealing with customers on the shop floor in local retail or small business retail.
There are everyday situations in retail that can trigger someone working in the shop:
- The person who picks an item up from its usual location and puts it down where it doesn’t belong.
- The person who checks the price of each item in a range to see if there is one priced incorrectly so they can challenge it.
- The person paying by cash who digs deep into their pocket or purse to find exact change while others wait behind.
- The parent who drops their kid off at your shop while they go elsewhere to shop alone.
- The person who brings back a product they purchased weeks ago to ask for a discount since that product is now on sale.
- Those who always point out things they think you should do in the shop.
- Those who point out what has been done wrong and never what has been done right.
- Those who have never shopped with you asking you for a donation to their community group.
Everyone’s an expert, right?!
There are trigger opportunities in retail every day. If you’re not a people person, it can be challenging. It’s important to practice a safe response to the point that it’s automatic when a trigger situation arises.
If the trigger events are common, consider what you can do in the business so the triggers don’t occur.
In terms of preparing yourself, get a set of clothes that you wear only to the shop. Think of them as a uniform and that once you don them, you’re in character, a character that is not you. It could be that this character has a completely different personality.
The alternative is that you respond to each of these triggers, which is likely to have a negative impact on the business.
You can’t control the behaviour of every person who walks through your door, but you have absolute control over your response.
Treating your role as a performance and your work attire as a costume creates a professional shield, separating personal feelings from business operations. This isn’t about suppressing who you are, but rather channelling your energy into a consistent, professional approach that protects your own well-being and, most importantly, the reputation and success of the business you work so hard to build.
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newsXpress is a marketing group that supports small local independent retailers to thrive. Find out more at help@newsxpress.com.au.
