Breeality Bites

Retail and the Lost Art of Customer Service

This past weekend, I decided to take a trip back to my old stamping grounds, the Cherry Creek Shopping Center. Working there off and on from 1996 to 2013, I spent a lot of time wandering the building's hallowed shopping-mall halls (when you work retail, you do a lot of on-the-clock ambling and hiding behind racks of clothes to avoid authority figures). After quitting my job at Shirt Folding Store, I had only been back to the mall a handful of times, but I recently fell into some money and needed to stock up on my freelance writer essentials of stretch pants, Uggs and a new laptop case.

Upon entering the first store of my mall return, I set off what would be the beginning of many retail greeting booby traps. If you've shopped in a big-box store or mall-only chain store in the last ten years, then you should be familiar with this phenomenon, too: Once you cross the threshold into a retail outlet, someone hidden deep on the sales floor shouts "HEY, GUYS!" at the top of his or her lungs. You try to spot the source of the scream, but are tricked by well-dressed mannequins and racks of shiny things. They scream again. "GUYS, be sure to check out our awesome T-shirt promo going on alllllll weekend!" This is the state of customer service in retail in 2014.

See also: Is that condescension in my voice, or am I just happy to see you?