Do Retail Workers Just Not Care Anymore?
Author: Nick
Category: Money
Topics: happiness, work
Most of us have been there before ourselves: working some minimum-wage retail or service job as a teenager to make a bit of spending money. We might not have liked those jobs very much, but we took them anyway all in the name of earning a few bucks to blow at the mall. We’d flip our burgers, ring up purchases on our cash registers, and assist our clueless customers while still managing to keep a smile on our faces.
Then again, I can’t remember the last time I saw a retail worker with a smile on his or her face.
In the last few years, I’ve seen growing evidence that our nation’s retail workforce–a vital part of our economy–just doesn’t give a hoot anymore. It seems that a serious outbreak of apathy has afflicted most hourly retail workers, and it shows in how they interact with their customers. I’m sure you’ve experienced your fair share of workers who are less than eager to be making six bucks an hour to bag your groceries or pump your gas; I’ve certainly seen these types myself, and it usually doesn’t affect me too much. But a small, almost inconsequential encounter last night made me realize just how little many retail workers care about doing a good job anymore.
My wife and I went to Target to pick up a new flashlight. With our purchase in hand, we went to the top-floor checkout lanes and entered a line behind a 30-something woman accompanied by her young daughter. She had an assortment of items, and the cashier–a woman who couldn’t be older than 20–scanned and bagged them all without much chit-chat. When the cashier tried to scan a metal teapot, she discovered there was no barcode. She looked up at her customer who said, “It was the only one over there, and I didn’t see a price.”
The young cashier flipped the teapot around in her hands a few times, perhaps hoping a barcode would mysteriously manifest itself. It didn’t. She turned to her customer again and uttered words I’ll forever recall whenever I enter a retail checkout line: “I can’t scan it, so I can’t sell it to you.” She proceeded to put the teapot on the counter behind her and continued processing the customer’s other items.
At this point, the customer appeared almost dazed at what had happened. She opened her mouth to speak as the cashier continued to ring up her purchases, but then she closed it again. Instead, she turned to us, still waiting patiently in the line right behind her. If her facial expression were an instant message window, it would have said “WTF” with an obscene number of question marks after it. I looked back at her, almost equally stunned at the cashier’s actions. All the while, the cashier continued to scan the rest of her items.
The woman opened her mouth to speak a second time, but she was interrupted by the cashier’s announcement of her transaction total. She looked back one more time at us but proceeded to whip out her credit card, paid for her purchases, and departed without saying a word.
I learned a very important lesson from that experience. It wasn’t that retail workers are becoming more and more uncaring, unresponsive, and unwilling to do more than their basic job functions; I already knew that part! My lesson learned is that people seem to be willing to let retail workers get away with that apathy and laziness. Had I been that woman, I would’ve had the cashier on the phone asking for a price check in two seconds flat. And then I would’ve spoken to her manager on the way out.
I can maybe understand why the woman might not have responded at first to the cashier’s rudeness and stupidity; it was a downright shocking experience. But to leave and let the cashier think that her actions were anything resembling proper behavior is almost as bad as the actions themselves.
So thank you, woman in Target, for allowing the apathy of the retail workforce to blossom unhindered. I’m sure we’ll appreciate your inaction even more in a few years when we consider a good customer service experience to be one where the cashier actually comes out of the break room to stand by her register as we scan and bag our purchases by ourselves.
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79 Responses
1.
Larry
July 6th, 2006 at 4:27 pm
This had to be in Gaithersburg Target! Or Wheaton…I go to the one in Rockville and they are generally pretty good. Which one was it?
2.
Nick
July 6th, 2006 at 9:59 pm
Hahaha, you’re absolutely right! It was the Gaithersburg Target. And you’re right that the Rockville Target is much nicer.
3.
mbhunter
July 6th, 2006 at 11:48 pm
One time a cashier at our local Borders rang up the wrong price on a drink I bought. The price difference was three cents. Not really a bank-breaker, but it was more the fact that she refused to figure out how to ring the drink up correctly. After that, I heard the cashier say that she overcharges people for drinks all the time. She was still complaining about me (I told the manager about the incident) when my wife went through the line.
She wasn’t working there long after that, thankfully.
4.
Nick
July 7th, 2006 at 7:28 am
Might Bargain Hunter, I’m glad you spoke up to the manager about your situation. I’m sure if we all did the same when faced with similar problems that retail workers would get the message pretty quickly that we’re just as much their bosses as their managers are.
5.
savvy saver
July 7th, 2006 at 10:45 am
You are assuming that their bosses care. Maybe this cashier wasn’t trained and doesn’t get support from her supervisor. My experience is that bad service doesn’t begin and end with the clerk, it usually goes all the way up to the supervisors and managers, and maybe even the corporate culture.
6.
Larry
July 7th, 2006 at 11:11 am
Yep, if you want to see the skankification effect Britney and her ilk have had on the 12-17 year old girls, Gaithersburg Target is where it’s at!
Great website man. I’m a regular reader now, and fellow DC Metro resident!
7.
Nick
July 7th, 2006 at 11:30 am
savvy, you definitely have something there. And I guess when complaining to the manager we have no way of knowing what action will be taken against the worker (unless they’re fired on the spot in front of you or something). And some managers are more receptive to your complaints than others.
Larry, it’s great to hear from local folks! I’ll have to include more DC-oriented stories like this more often.
8.
Larry
July 7th, 2006 at 12:11 pm
DC has a money and finance (and real estate) culture all it’s own, for which I think your wit and mind is quite well-suited. Attack, attack!
9.
Ex Target Employee
July 11th, 2006 at 10:31 am
Nick,
I have been following your blog for a while and always enjoy your posts. I worked at a Target Store for almost 7 years, from the time I was 15 until I was 22. I am now 23. I did many jobs throughout the store from cashier to sales floor to stockroom in all the departments of the store both part-time and full-time so I feel I am qualified to respond. First of all, the cashier should have offered a price check and when she didn’t the woman should have politely asked for one. I am a little concerned that you failed to point out the emergence of apathy and laziness in our culture as a whole not just in retail workers. In a response to a comment, you said, “…retail workers would get the message pretty quickly that we’re just as much their bosses as their managers are.” This statement scares me a little bit. Would you accept disrespect and rudeness from your boss? Because I have several stories of being screamed at by a woman who was angry at another employee (a supervisor), people using profanity, or dishonest “guests” who try to get lower prices on or even steal merchandise. I can go into extreme detail but I would like to keep this response relatively short. I do agree with you that there is a serious problem with the attitude and work ethic of some of today’s young workers. However, I would like to venture that there is also a problem of corporate mistreatment of these “unskilled” workers and a problem with service industry patrons and their sense of entitlement. I think the solution to this problem is pretty basic: following the golden rule. I always try to treat everyone how I would like to be treated. I am certainly not perfect but I believe I treat all service workers (retail, fast-food, restaurant servers, CS reps on the phone) better after working in the industry for so long.
Sincerely,
Ex Target Employee in the Midwest
10.
samerwriter
July 12th, 2006 at 12:46 am
Someday if I’m rich and able to retire early, I’d like to be able to do an experiment (I’ve daydreamed about this for years).
I’d like to buy a McDonalds franchise, and pay all the workers substantially more than minimum wage. Perhaps $10 per hour, plus benefits.
In return, I would demand high quality workers. In my opinion, this could become a very successful business model. In fact, it already is at places like Costco and In-N-Out but I’d like to prove that it can be successful at a place like McDonalds. The payroll might even not increase that much, as motivated workers may be more efficient than the typical unmotivated retail employee.
There is a McDonalds in Cuba, New York where I used to always stop on the way to visit my brother in Ithaca. Not because I love McDonalds, but because the staff was always friendly and helpful, the restaurant was very clean, and the food was simply delicious. I don’t know if that store was more profitable than other McDonalds, but it earned at least one repeat customer by having great customer service.
11.
Steve Corona
July 24th, 2006 at 5:03 pm
I currently work at Target over here in Connecticut. I find it very odd that the cashier acted in that fashion. Target policy for a situation is basically like this; if the item looks less than $20, ask the guest how much they thought it said. If the guest gives a reasonable price the cashier is able to manually add the item to thier purchase with the price. If the item looks more than $20 (which, I don’t think it was in this case) it is the cashiers responsability to call the GSTL (guest service team lead) over to get someone from the Sales Floor to locate the item and find the correct DPCI number. The cashier can even pause the current transaction and take care of other guests while this process is happening. You either got a really bad or a really new cashier. I would not hesitate to complain to the ETL or GSTL of the store. The store takes these matters very seriously as they are pressured by the DTLs and RTLs (district & regional team leads) to provide excellent customer service. I love Target and I’m very upset that this cashier is hurting the reputation of our great company.
12.
Ashlynn
February 16th, 2009 at 2:22 pm
Are you serious?? In this particular situation, yes the cashier was in the wrong, but have you idiots not realized that it is not that Cashiers do not care, certain matters, their hands are tied. Secondly, if they were still dealing with “customers” that would be a different animal, but the people who shop are no longer “customers,” they are lazy, rude, idiotic animals! These people walk in and gripe non stop. They walk in yelling that they can’t find something that is right in front of them! And, no, this whole “oh I would have had that cashier on the phone” crap is ridiculous, because GOD forbid a cashier does something YOU don’t like. Guess what? That is life. Things happen that you don’t like. and do you know what that manager would have said??? The generic “i’ll talk to her” which, I can promise you they will talk about you, the idiot who griped about something that, in the grand scheme of thing, matters absolutely NONE. I mean, a tea pot? I can really see how your pathetic life would end because you did not get the tea pot you wanted, which the customer more than likely knowingly brought up there…. I mean, god forbid! You don’t ask someone perhaps on the sales floor BEFORE going to the register, no, you would rather have something like that happen. Anyone who is THAT self-centered needs a serious adjustment. So, not it is not that “wah, they just don’t want to do a good job,” you idiots just act like if they dont absolutely kiss your buut, then they made you mad, you bunch of whiners. Get over it and quit exaggerating, because honestly, your exaggerated whining, especially to the manager, only makes them remember you, and then, they will watch your EVERY move when you are in their store.
13.
Mandy
May 31st, 2009 at 6:22 pm
people seem to be willing to let retail workers get away with that apathy and laziness.
Are you kidding me? I’ve been working in retail for the past 5 years and let me tell you one thing, customers throw out their sense of humanity and manners the second they walk into a retail store. I can’t tell you how many times people have called me a vulgar or crude name because of something that was completely out of my hands. Every day someone is telling me I’m stupid, worthless, and know nothing about my job (which isn’t true or I wouldn’t keep getting raises and bonuses =) ). Every single day I have to wait on people hand and foot, bowing to them and kissing their @ss no matter how much they
YELL at the top of their lungs…
CURSE like they’re sailors…
ABUSE me by calling me names…
and I have to wear this goofy smile on my face the entire time. People who think they can come into a store, treat me like I’m not your equal, like I’m some worthless piece of dirt, and who try their best to make me feel as terrible about myself as possible, make me sick. I work at a retail store to pay my bills, to pay for my college, to make myself a better person so I never-EVER have to listen to people like you again in my entire life.
14.
Leah
September 13th, 2009 at 9:19 pm
I will admit, people in general have attitude problems and it doesn’t matter if people are customers or retail workers.
I work at Beall’s, and and all I can write is that customers can get away with ANYTHING at the store. The other day, a customer brought in a dollar store chain and try to say he brought it there with NO reciept, tags, or any other identifing marks. My store doesn’t even carry those chains. I was accused of not providing good customer service, yet I know the customer was in the wrong and was decieving the store. In the end, the customer won and made off with a 40 dollar chain in replace of a dollar store chain. I try to be the best I can be at my job, but day by day, I just really don’t care about giving 100% anymore. since whatever I do, I’m always wrong.
15.
Retail worker
October 7th, 2009 at 1:03 pm
Yeah, so why don’t you cry about it more? You have any clue how much crap even the Best retail workers take? The public thinks that just because you are behind a counter you are a punching bag, and immediately they get brave and rip into you every chance they get. Newsflash, we are human beings too!!
there are going to be good and bad and stupid, also there are people out there that really try. Just becuase someone is rendering you a service does NOT give you the right to be a complete and utter douche bag, buy your merchandise, and gtfo
Don’t get me wrong there is no excuse for poor service, but there is also no excuse for name calling, butting into someone’s personal lives (I had a women call me a pedophile because my 21 year old girlfriend is 6 years my junior)
Point is, people treat retail workers like dirt 9 times out of 10, and to see someone bitch and moan about their attitudes is laughable at best. don’t like a cashier?? go shop somewhere else. Don’t write an article about it.
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joe
March 31st, 2010 at 2:57 pm
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DK
July 17th, 2010 at 1:25 am
This is all because of the way our society is structured, with the stock market etc.
Every year the stock market demands more and more profit above the last year – and there is only so much growth in a market. So to make that extra profit the corporate leaders keep extracting more than is reasonable each year out of employees, and this is very clear in retail.
I worked retail 10 years ago at staples as a high school and college student, leaving with a respectable 10 dollars an hour. Back then I had to put up with normal retail BS, meaning never having a stable schedule and 20 cent raises.
But still, I felt some basic respect when I worked hard (meaning they would recognize it and I could earn commissions).
But as an adult I recently tried to get part time work at staples. Considering I had over 4 years experience there I figured it was a sure thing.
But I was pretty surprised how facist and horrible the company has become. They laughed at me when I mentioned $10/hour.. and said I would be lucky to get $8 since the days of getting $10 are long gone and it’s all calculated with computers.. oh and of course we don’t pay commissions like we used to.
Anyways, the point is that there is only so much exploitation that a company can grind into people before it starts effecting behavior.
So yeah, you could have made a scene and got your mug.. but the truth is that cashier was giving you MORE of herself then she was being given in return just by sitting there scanning tags.
Having seen what retail has become, I don’t blame her for not caring.
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November 24th, 2010 at 12:40 pm
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November 28th, 2010 at 11:29 am
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24.
Mike
December 14th, 2010 at 9:37 am
Wow, that’s pretty bad. I can’t entirely blame retail workers for their poor attitudes though. They make crap money and are often treated like cattle.
25.
Stephanie
December 27th, 2010 at 10:37 pm
I can see both sides of the issue. As retail workers, we are human, we have bad days and sometimes we just can’t muster the energy to be nice, especially if we’ve been dancing backwards in high heels all day to help customers, stock shelves, ring purchases, or any of the other myriad of tasks we may be responsible for at one time, all the while being frequently treated like dirt. I’m not sure how it works at target, but this is how it might look at my job. I am ringing people up close to our closing time. I also have an area that I am responsible for cleaning and getting straight so that we can have everything done in the alotted hour after closing. I am frustrated because I find things strewn everywhere, displays destroyed, like people can’t take the time to put something back where they found it two feet away. I see a customer pick something up, walk a little while, then dump it in a random spot. Then they come to my register to be rung up. I am tired, I have been on my feet all day, they are ensuring that my job takes even longer to complete, then they expect courtesy. At best I am apathetic, jaded from doing this all day. At worst I am downright mad at what I see as a slight against me personally. But I can say nothing, all I can do is passively aggressively try to make them as frustrated as I feel.
Now I don’t personally do this. I try my very hardest to treat each customer as if I am happy to see them and help them even if I am screaming at them in anger on the inside. But like I said, I am only human, and sometimes I will be less than pleasant.
People think retail workers should have to be courteous, should have to be able to let things roll of their back. These are the qualifications we expect retail workers should have. We should remember that these jobs pay $7 an hour. They are going to attract mostly people who are unqualified to do anything more lucrative. The jobs are easy to come by, turnover is high. Knowing all this, is it really any suprise retail workers are apathetic? Maybe you are a doctor or a CEO and your job is very very important to you and you take it seriously. Not so for these people. Their job is their job, what pays the bills, and to expect them to do any more than is absolutely required is to vastly overestimate human nature.
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April 18th, 2011 at 7:34 pm
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56.
Jackie
November 6th, 2011 at 4:17 pm
Obviously the writer of this article has not worked in retail recently. People are disgusting to retail workers. All the jobs I’ve held has been within the retail field and people are nasty, they’re rude, mean and condescending. And ultimately, you reach a point where you don’t care anymore about the customers because people are so continually mean to you when you are nothing but nice. I’ve had people swear me out for not having a product in stock, I’ve had people yell at me for being new and having to call my manager over to help me ring out an item, I’ve had people ignore me, I’ve had people tell me to shut up. People are disgusting and that’s why retail workers don’t care.
It’s society, not the workers. Also, dealing with assholes all day for 8 dollars an hour while going to college is not going to make me want to smile all day.
57.
Kroger Employee
November 15th, 2011 at 11:29 pm
I’m trying to calm myself down before I start cursing at the apathetic and biased idiot who wrote this article. I am a cashier at Kroger. I am 19. I started out as a carry out or bagger when I was 18. The second day on the job I did a price check for a pack of pens that came up a few cents too high according to the customer. I informed the customer that the tag was expired and he went ballistic on me, leaving me physically and emotionally stunned. I learned very quickly that customers can be very cruel and condescending people. Many of them think they can do our jobs a thousand times better. The thing is though, like the illegal immigrants, we are doing the jobs no one else wants to do. So I say this to Nick. you mentioned that the cashier was young. When I first started cashiering, my training was pitiful and I was unaware of many options when complications arose. I have since become much better at my job, the one that I can’t wait to quit. Even though I am better now, I still occasionally fumble as everyone does. Do the customers understand? no. They curse and call me names. They demand that “someone who knows what they are doing” replace me. The elderly bark at me to not smash their bread or eggs before they ever put anything on the belt. I smile and greet someone and they either shove their money in my face or throw it all over the belt, and then demand free groceries as the currency is sucked under the belt. People with EBT cards (food stamps) complain about the price of food as they purchase $600 worth of crap and junk food, before they buy alcohol. Someone who obviously hasn’t showered in a month will look at me with disgust. When I am running the front end all alone at 3 a.m. in the morning, customers will call me “stupid” and “idiot” because I can’t meet their ludicrous demands and no manager is on duty. Starting to get the picture Nick? when I read this article, I knew right from the start that you are one of the assholes that come through the checkout line and make a young girl cry because she is new. Granted, the cashier you described could have made more effort to find the price of the item, but it seems to me she was flustered because she honestly didn’t know what to do. Your description of her is condescending to all retail workers. It’s not that we don’t give a hoot anymore, you – the customer – doesn’t give a hoot anymore. You people don’t acknowledge us people. You treat us as if we are less than human. I have to put up with that every day I go to work for less than $8 an hour. And Nick, you also called us lazy. Do you know how much meat and other groceries I have seen spoil because of laziness on the customers part? A LOT! And to mbhunter, who claimed a customer rang up the wrong price for a drink… ARE YOU STUPID?! (as many customers say to me) We the cashiers, do not control the price that pops up on the screen. That, like many other rules, guidlines, procedures, etc, is not under our control. If you want to complain about someone, complain about whoever stocked the shelf. Stop blaming the cashier for what isn’t their fault. What we can do is try to fix the problem, and that is all. Mbhunter, you remind me of the stuck up morons that try to tell me the price of produce and that all three different types of apples are the same price. I have to scan them separately because of inventory reasons – just doing my job as I am told to do it. This results with the customer growing a condescending attitude and treating me like crap. Nick, you seem to claim that retail workers are brainless idiots who don’t have any respect or care. That logic cuts both ways. I could say the same about you and many of my customers. I’m going to have to stop myself now before I go on any longer. I could talk about this for days.
58.
Matt
November 18th, 2011 at 9:16 am
Nick, You try picking up after grown adults all day as if you were a babysitter; then have a customer kick off because an item is coming up as more expensive than the label suggests (as a side note, by law the tag pice is only an invitation to buy and, until the item as been exchanged for legal tender, no formal contract of price has been agreed on. As such, the retailer can sell the item at whatever price they like, regardless of the price tag). Also, baring in mind that retail workers are human beings, allot of which are young and less emotionally mature, it seems a little harsh to expect them not to have a bad day. If you were to go to work for whatever reason, in a bad mood, and someone complained about you at the risk of losing your job, you would be pretty pissed off! Give these people some slack. Think how demoralising it would be to fold some clothes, stack some shelves, or crate a display, just for someone to come along and, without regard or thought for anyone but themselves, wreck the place. Guess who as to tidy up? Not the customer, thats for damn sure! Try staying cheery after a day/week/month/year of that!
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February 29th, 2012 at 10:42 pm
I think there are a couple of issues these days. I believe we all, myself included, have become very narcisistic( sorry if thats spelled wrong) and self focused. We dont care for one another at all and barely our families. Also the pay in these jobs is absolute evil, its rediculous. I know I know those of u that posted comments against the retail workers went to college and blah blah blah. That doesn’t make you any better and these days there is the 50/50 debate whether going to school is a waste of time or not. So maybe us retail workers need to step up and better our selves somehow and maybe the stuck up yupees need to remember what it was like to have no hope,not be able to have nice things etc and be grateful for what you have instead of looking down on them(ur formal self).
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March 18th, 2012 at 12:37 am
Nice hosting! It’s my first time to read like this article
67.
Tomas
April 13th, 2012 at 6:56 pm
I get what some of these retail workers feel. Regardless what’s happening in your life you are expected to smile and be this amazing person, always helpful, to the point you are emotionally empty and just want it all to end. Low wages, people been rude to you, loong hours and everyone makes an opinion, plus you are expected to never make a mistake. Having to listen to people who just do not care one bit if they upset you by been rude and their excuse for why they can use you as a human punch bag is because they can go else where and they have had a bad day. If they where to do the same to their family or friends, they could end up losing them. But as I’m a strange, working in a shop, so it’s ok. I just end up suffering from depression from the way I get treated sometime and just can not wait to get out of stupid retail.
68.
شات حلا السعودية
April 17th, 2012 at 11:27 am
good man this topic very good
شات الحب good
69.
تصميم مواقع
May 3rd, 2012 at 6:10 am
استضافة مصرية | استضافة قطرية | استضافة سعودية | استضافة كويتية | استضافة امارتية | استضافة خليجية | استضافة مميزة | استضافة مواقع | وورد بريس | wordpress | wp | design | host | yourcolor | yourcolor.net
70.
العاب 2013
May 9th, 2012 at 2:38 am
thanx this topic very very good
71.
Gloria
May 14th, 2012 at 11:30 pm
It’s very hard to care when you work a “clopen”–you close the store late at night, then have to open it up the next morning. It’s very hard to care when customers HIT you. It’s very hard to care when customers insist they know the formula to change orange paint to brown (just add a bunch of green!) and you tell them it won’t work, but they still think they’re right, and you add the green and it turns out REALLY green, because the paint base was yellow to begin with.
I work three other jobs, which I’m grateful for, because it means that I spend less time at the retail job.
I used my experiences to write a short story about working retail. I self-published it, and the collection is called, “Served Cold: Tales of Revenge and Redemption.” Check it out here:
https://www.smashwords.com/books/view/140164.
The short story is called “Retail Hell.” It’s about a woman who dies and goes to Hell, but she can earn her way to Heaven–if she works retail. She meets Satan himself, and surprises a guy masturbating in a corner of the store, among other things.
72.
اخبار الاهلى
May 20th, 2012 at 8:52 pm
Good post!! like you !!
73.
دردشة بنات
July 31st, 2012 at 9:19 am
This is indeed a very good post. I enjoyed reading it.wow !!
74.
صور حب
August 14th, 2012 at 10:38 am
nice work with this blog
i’ll come back for more
75.
دردشة عراقية
September 11th, 2012 at 4:15 pm
I didn’t mean to imply that Punny Money readers are more likely to save a refund.
76.
دردشة عراقية رومانسية
September 15th, 2012 at 5:57 pm
thank you a lot’s man
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Trackbacks & Pingbacks
[...] Punny Money wonders if retail workers don’t care anymore. [...]
Pingback by Mighty Bargain Hunter » Roundup for the week of 3 July 2006 — July 7, 2006 @ 12:01 am
[...] Spurred on by Punny Money’s post on whether retail workers just don’t care anymore, I’m recalling three of my did-the-cashier-really-do-that experiences. All three of them involved shortchanging me less than a nickel, but it amazes me that some cashiers have no clue about customer service. [...]
Pingback by Mighty Bargain Hunter » Any jaw-dropping checkout experiences? — July 11, 2006 @ 9:35 am
[...] Over at Punny Money he shared his experience with a rude retail worker. Then Mighty Bargain Hunter shared with us his jaw-dropping experiences with retail workers. [...]
Pingback by Blogging Away Debt » Blog Archive » A Couple of My Best, I mean, Worst Customers — July 14, 2006 @ 12:14 am