Shoppers love a nice display, but we know the merchandise doesn’t just magically appear for them. In making that “magic” happen, we deal with all kinds of people, don’t we? It seems like it would a lot easier sometimes to go in, not have to talk to anyone, not have to answer any questions, just do the job and get out…but this is real life. In real life we are surrounded by others and must learn how to communicate effectively.
Remember that your response is an
endorsement for our company or a black mark on our image. It’s not just you who
is under examination here. We rely upon you to conduct yourself professionally,
so take this blog as a gentle reminder of what excellent communication entails.
When you are asked about product
within the store…Isn’t this a common annoyance? A customer is looking for
something and expects you for help. It would be easy to shortly exclaim, “I
don’t work here,” and let it go…but what are you really saying? “I don’t care
about your problem, don’t bother me.” The customer is a future supporter of
your brand and you just gave it a black eye. A better response might be, “I
think you need to ask that lady in green over there…she works here, and I’m
just stocking merchandise.” You might go the extra mile and say, “I’m not hired
by the store, but I’ll help you find someone who can help you.” Whatever your
response, ground it in courtesy and earn respect.
When you are given less space
than you need…This is a problem when you have more merchandise than will
fit in the designated space. Refer issues back to the home office, and work
within the confines of the space you’ve been given. Set out the best items,
leave, and await a response. You might say, “I have so much more here, let me
choose my best pieces and let our bosses work this out!” An employee who is
over-reaching her authority may back down and give you more space, and we will
deal with the issue if necessary. It’s not one you need to handle.
When you find the store
unprepared for you…Sometimes you go to set up a display and find the store
has not made a space for the merchandise. Again, this is not your problem.
Refer it back to home office. “I’ll just let my company know you aren’t ready
or me to display product.” This is not a threat, but it may feel like one to
someone who is obstructing your work. Let someone else deal with it.
Learn to look at your own behavior
as part of the problem. You may be coming across as brusque or unapproachable.
You may be curt and unfriendly. Forbes Magazine describes common ways we get on a coworker’s nerves, and they
prove true even when the person is someone we brush up against infrequently. If
you are a perfectionist who takes an inordinate amount of time setting up a
display, it may be curtailing a shopper’s experience. If you are unprofessional,
you cannot expect courtesy in return. If you complain about things, you are
affecting someone else’s workplace. Learn to avoid the most common reasons why
others may not respond well to you.
The bottom line is simple. You
represent yourself and the brand and our company. We always love
to hear favorable comments from our stores, and we love to hear your good
reports as well. Learning how to salvage a negative situation is a part of your
job description, and it’s not that hard.
