How working in retail   has made me a better customer

By Monica de Castro

We have all been customers at one point in our lives. We buy groceries, shop for clothes, and we stand in line at supermarkets and concession stands to buy what we want and need. However, not all of us have been behind the counter, serving as cashiers and/or merchandising clerks.

Too often, we find ourselves waiting impatiently in line, irked at the slow service or frustrated that the store did not have what we came for. Naturally, our impatience and frustration comes out in manners that are sometimes rude, unkind and ignorant. Most store employees will apologize for the inconvenience and hardly any will riposte, reverting back to the number one retail rule that the “customer is always right.”

However, as an experienced customer myself, I know that I am not always right. For instance, I have misread price labels and misunderstood return policies. Similarly, as a retail employee, I also know that store clerks make mistakes. For example, items can be accidentally scanned one too many times and coupons could be accidentally left out of the transaction. Incidentally, these are the kind of mistakes and misunderstandings that could potentially make one transaction unforgivably long.

These days, we expect the best of everything; the best customer service, the best shopping experience, the best product, you name it. The fact of the matter is that perfection is hard to come by. Part of the job in retail is to look after customers and their needs, and the other part is to clean up after customers as well. We have all seen it: people changing their minds in purchasing an item and leaving it in places they obviously do not belong, empty coffee cups left on shelves and candy wrappers thrown carelessly on the floor.

I know for a fact that hard work is put into having a store clean, organized and ready for business, which is why ever since I have experienced the retail business, I make a conscious effort at being a good customer. Many will argue that it is the employees’ job to clean the mess, but why leave a coffee cup on a shelf when a trashcan is nearby? If a garbage can is not available, ask a store employee – they would likely offer to dispose of it for you.

Granted, not all store employees we come across are the most upstanding. For instance, I have dealt with rude and condescending store employees who did not appear to value their customers. Then, there are others who seem incapable of plastering a smile on their faces. Of course, I could have just been shopping on a day in which these employees were having a bad day. Then again, a courteous smile never hurt anyone!

So if we want great customer service, I suggest that we start with a smile. Chances are we have brightened that employee’s day and in return, they will brighten ours. Also, if we treat them with respect, it will likely be reciprocated. And finally, we need to try a little more patience!

Monica de Castro is a member of ANAK. To learn more about ANAK or find out how you can contribute, contact the author at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or visit www.anak.ca.