Last Saturday, I wanted to get some simple sneakers-style shoes. Nothing fluorescent or overly trendy. No sparkles. No “air” sole. Nothing to win a basketball game or tennis tournament, run a marathon, or participate in X-Games. Just weekend shoes.
I visit a first shop. The salesperson had her hands full with a client — a rather indecisive and difficult one at that — who asked a lot of questions. I empathized with her. Polite, the employee seemed to take care of the customer the best way she could, but unfortunately did not acknowledge my presence, as if I were invisible. A simple sign of the head or a look would have been enough.
I waited patiently for several minutes. There was no drama. Waiting is normal. As the salesperson was alone, I understood the situation. The labor shortage is real, and we see the ripple effect it has every day. That said, I did not want to spend my morning running around (pardon the pun) the shopping mall for shoes. I had other things to do on my Saturday, especially since the weather was nice.
When it came to determining if the coveted model was available in my size, she used an app on her smartphone, which saved her unnecessary back-and-forth trips to the back store and said, “We do not have it in 9!” Then, left to serve another client.
What? Was there not another similar product that would have suited my needs? I asked if this shoe was in stock. It was not. Game over! The employee answered by request and was gone! OKAY. I hope she will not be surprised if one day she is replaced by a robot. Oh, I forgot! She already has been replaced by a nifty little thing called e-commerce!
I visited another shop where sports goods are sold. I contemplated the wide choice of shoes offered. Wow, there were so many! When I was young, there were white running shoes with stripes, period. Today, the offer seems to me indecent, but hey, I managed to find a suitable model that did not cost $400.
After interrupting the conversation of two employees who were talking about sports (!), I asked one of them if the model was available in size 9. After returning from the back store, he replied dryly “No” and disappeared immediately. Question: How many sales are lost each day to this type of behaviour? It seemed like nobody cared!
I went to a third shop. I was (finally!) greeted the right way — with a beautiful smile. The salesperson took time to listen to me, my needs and preferences. The store had desired shoes in all sizes in stock. The employee insisted politely that I try both shoes on — not just the right — and that I walk a little to assess the comfort. The buying process was simple and effective. And the staff was competent and courteous.
In short, the first two shops offered the bare minimum and I am convinced that I would have been better served by a robot. In the last shop, a real human welcomed me and served me as a human being. It felt good. That store earned my money. We’ll see which store will remain in business in the long run…
Originally published on Les Affaires blog – © Daniel Lafrenière – All rights reserved