[Vision2020] Vitality of downtown

[Chasuk]

On 5/1/06, Kai Eiselein, LatahEagle Editor <editor at lataheagle.com> wrote:

> I was in a downtown business twice last week. After spending about 15
> minutes looking for an item, I found it and went to the register to pay. I
> waited....and waited, even as employees walked past, busy chatting with each
> other. Finally one looked at me and said "You need something?" I paid for
> the item and left.

I understand and sympathize, Kai.  However, as I work in a downtown
establishment (maybe even the one you are bemoaning), I do have to
defend retailers.  When you work retail in a small business, you have
responsibilities not strictly related to serving customers.  Examples
include the stocking of shelves, dusting, preparing defective
merchandise to be returned to the manufacturer, or answering the
phone.  These examples, of course, are just a small set from a much
larger list.  None of these things can be done while conducting a
sales transaction.  Some of them can be aborted when a customer enters
the store, some cannot.  If the store is empty and I answer the phone,
I can't instantly terminate the conversation without offending the
customer on the other end of the line.  Even hurrying the conversation
will frequently result in offense.

A certain percentage of customers are visibly irritated thirty seconds
after entering the store if they haven't been assisted within that
time, regardless of what else the sales assistant might be doing. 
I've been the only cashier in the store, with a long queue of
customers waiting to be served, and had newcomers huff out after 10
seconds because I didn't leap to their assistance.  Apparently I was
supposed to ignore all of those who are patiently and politely
waiting.  Others grow just as irritated if I don't give them breathing
space as they enter; they object loudly and strenuously that they
dislike being "pounced on."  Then there are the customers who don't
buy but come in for the warmth or perhaps to gossip.  I like people,
and I try to greet everyone with equal warmth and enthusiasm (usually
genuine), but it isn't always wise to acknowledge the gossips, because
they can easily (and unprofitably) occupy you for 20 minutes while
other customers are left to grow justifiably impatient.

If you haven't been greeted promptly enough, say something.  Either
say it to the person who seems to be ignoring you, or to his or her
boss.  It's quite effective, I promise.