Five months ago I walked away from the company I had been with since June 2000. It was a good job and I was fortunate to have really great colleagues. So why did I leave?
It was time. No longer was I serving the colleagues or the external customers in the way I wanted to. My time was filled with internal looking tasks that while important for compliance and internal audit, did nothing for the colleagues directly and certainly nothing for external clients. I had become an administrator in the true sense of the word and frankly it didn’t work for me anymore. My background has always been in customer service in one way or another. Serving and assisting are integral to my work identity.
Since my departure I have, as promised, spent more time in my garden than ever before and it shows. Not quite the showplace I have in mind but progress is evident.
I also started a retail customer service job at a local garden center where I put my service attitude to work in an environment I enjoy. To be clear this is my first foray into retail sales and for me it is illuminating.
Interesting what you learn or what is reinforced.
Great customer service trumps product knowledge
Customers let you know when they are ready to be approached. A cheerful “Hello!” with eye contact is just as likely to elicit an interaction as “Are you finding everything OK today?” Trust me, if they are not interested you’ll know it, especially when they don’t acknowledge you and turn their backs to you. That’s OK. they are just not ready to talk.
I can always get you an answer, even if I am not the one providing it. I can listen to you, decipher what need or problem you are trying to solve and respond accordingly. Customers appreciate that. The old adage that people love buying but hate being sold is really true. If you can see their vision and be enthusiastic about it and help them achieve it, they will buy. Gladly.
Customers remember if you smile, or go get them a cart when they need one (my special touch – turning the shopping cart around so I present it handle-first to them). Moving larger items to the register area so they need not lug them around the shop is highly appreciated, maybe more so than which hydrangea should they purchase.
Walking with them to the product they want rather than pointing “It’s over there.”
The center where I work really gets it. And customers appreciate it and come back and pay a premium for premium product and great service.
Biases are real
I am, admittedly, a newbie in the plant business. While I may know my own garden and house plants, my new colleagues (almost exclusively female) have far more experience, yet customers often defer to me until I redirect them back to the more knowledgeable staff.
I’ve even been asked a few times if I am the owner! This may be because of my, ahem, more mature appearance. But it’s always fun to say no, I just started.
People want to be seen
One more than on occasion I have had customer interactions with elderly individuals who, when we were finished thanked me for talking to them. Let that sink in. They were just happy to have someone to talk to. Don’t neglect the elderly, with any luck you are next.
People who work outdoors (or retail) deserve extra respect
After 30+ years working in an office environment, to be working outdoors so far has been an eye-opener.
Driving rain, and extreme heat (I’ve lost six pound in water weight during a single four hour shift) are no fun to work in. Suddenly the people mowing lawns, digging trenches, even holding the “Slow” sign in road construction are comrades. Yes, she might be standing there “only” holding a sign, but it’s over 90F and more that 75% humidity, and you are in your air conditioned vehicle. Or perhaps it is pouring rain, and she won’t be able to dry off for hours yet. Heaven help her if the sun comes out.
Working retail can be hard work. I put in between 5 and 8 miles a day in a four hour shift. When I am done, my feet hurt. Smiling and engaging people doesn’t come naturally to everyone. Those that can do it, often for little pay, deserve to be treated with respect. The pandemic warped the job market and many establishments are short staffed. Be nice to those that show up. They are part of the solution not the problem.
Moving shopping carts is customer service
To the untrained eye, that person schlepping carts, or facing product shelves is just doing menial work. However, if it means having carts in a location where customers need them when they need them, or products are easier to find on the shelves, then that is customer service. Subtle perhaps but service nonetheless.
When it is slow, I move carts. Might seems trivial but for me at least, it has meaning.
Most people are good people
While there is plenty of talk about tribes and divisions between people, my anecdotal experience is that most people are cool. Perhaps it’s that gardeners in general are nurturers, or maybe gardening cuts a wide swath across ideologies, I don’t know. But most of the customers are pleasant, and a joy to speak with. Are there exceptions? Sure, but that’s exactly what they are, exceptions. There are more things that bind us than divide us if we learn to listen.
It’s only been a short time since I left corporate life. While I miss the people, I don’t miss the work of the last few years. I’m learning about a topic that interests me, my new colleagues are great and if you’re looking for me, I’m probably moving carts to the back greenhouse!
David Offutt is a retired senior leader in industries including non-profit healthcare, consulting, insurance, mail order and financial industry. His last position at Deutsche Börse Group US was President. He joined DBS Inc. in June of 2000 as Head of Customer Technical Support – Chicago.
