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General News    H2'ed 8/15/11

No Food, No Drinks, No Strollers, No Change: No Wonder US Retail is Tanking

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Message Martha Rosenberg
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"No service?" ask two irate customers in a cartoon, waiting to be served in a restaurant. "No shirt! No shoes!" they yell, as they pitch the articles of clothing.

 

As the retail sector struggles in the recession, stores and restaurants have apaprently decided that employees are a dispensable expense. Raise your hand if you've waited 14 minutes for a store clerk only to have him or her express annoyance that you'd pay in cash while also shaking you down for the store's "valued customer rewards" program with a canned speech. How many people choose to be loyal customers after a 14 minute wait?

 

Not that store clerks have it easy either, forced to answer phone calls on a headset while wearing a badge for Preparation H and Kwell shampoo on sale at the collarbone. Some stores even announce, "Employees, it is time for your 15 minute break. Please pick up around yourself before heading to the break room," to further support employee dignity.

 

Grumpy, overworked or absent employees are just the latest rung in a retail descent that began with signs in the window like No Food, No Drinks, No Strollers, No Change, No Restroom, No Soliciting, No Backpacks, No Refunds, No Exchanges, No Bills Over $20, No Credit Cards, No Special Orders, No Pets, No More Than 3 Students At A Time and even No Leaning On The Counter.

 

There was a day when the US' customer-oriented service was the envy of the Western world. Especially because European stores still closed at 5:00 PM, when 85 percent of the world gets off work. And because European shopkeepers often told you, when you asked to see something in the window, "perhaps tomorrow."

 

In fact an anecdote is told about a shopper in the former Soviet Union was so disconcerted by a local store which had converted to US style service--Hello! We're Glad You're Here; How May We Help You?--she ran out of the store screaming.

 

But as economic times got tight, ordering something in a store became "special ordering" something which became, "Have you tried our Web site?" Now, so many stores are instituting self-checkouts, it's just a matter of time before requesting a human clerk to check you out is a special order.

 

The self-service trend probably began when restaurants discovered (to their amazement) that people would bus their own tables. And all these years they had paid bus boys. Even more amazing to restaurant operators was, despite carrying their own food to the table and bussing the table themselves, people still tipped. For what? Who says Americans are stingy?

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Martha Rosenberg Social Media Pages: Facebook page url on login Profile not filled in       Twitter page url on login Profile not filled in       Linkedin page url on login Profile not filled in       Instagram page url on login Profile not filled in

Martha Rosenberg is an award-winning investigative public health reporter who covers the food, drug and gun industries. Her first book, Born With A Junk Food Deficiency: How Flaks, Quacks and Hacks Pimp The Public Health, is distributed by Random (more...)
 

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