Like most shoppers, I love a good deal. So, I was intrigued by the recent slashed prices nearly everywhere – obviously to help retailers narrow their losses this holiday season.
Where I live has been hit hard by snow and ice – pretty unusual for the Pacific Northwest. So imagine having 60% off sales with little traffic in the stores – mainly because people can’t drive there.
I visited my local Macy’s as snow was coming down. I knew I had limited time to get in and out before accumulation prevented me from getting home. Although I was one of just a handful of shoppers – and a buying shopper at that – I found it amazing not to be greeted by one of nearly two dozen employees I saw that morning while going throughout the store. I spent $100 and the clerk was friendly but not conversational. Every Macy’s employee I saw was either talking with one other Macy’s employee or they were oblivious to me (and others). I was saddened, having grown up in a retail business. Where has service gone?
Why didn’t they have a greeter at each of their main doors – thanking me for coming in from the snow to spend my valuable dollars there?
Four days later, my husband and I went back. He scored $600 worth of outerwear and sweaters for about $250 – and STILL the same treatment. No one to help us find sizes, to even nod and smile – and it took an act of Congress to get someone to the counter to ring us up when we were done. I understand that Macy’s is not unique – retail is tough now – but I just have to wonder…. If things have gone so wrong in retail, maybe we need fewer stores and better service?
Where fault lies is unclear – but what IS clear is that if this is an indication of retail in general – we need to see re-training and perhaps a look into who is being hired for these positions that cause us to judge an entire company by our first, second, and sometimes third impressions.