I have worked retail or customer service jobs for the past nine years. Although I don't see myself working retail for the rest of my life, it isn't the worst job I’ve ever had. Honestly, I am very thankful that I have the job I do because without it I wouldn’t have met some of the most amazing people. Having worked for various retail companies, I have noticed that their customer service standards are pretty much all the same--smile, be professional, arrive on time, dress appropriately, and most important of all, give excellent customer service. Here are five things to remember if you are working retail this holiday season!

1. The customer is not always right.

No one walking this Earth's surface is perfect, so how can anyone be right all the time? Remember, it is not about what you say, but how you say it! Giving bad news, especially during the holiday season is a bummer, but giving it a positive approach can not only make your day go by more swiftly but also leave the customer feeling taken care of. You never know, that customer might contact headquarters, or your manager and give them a good word about you!

2. Do not tolerate blatant disrespect.

Be assertive but civil. There is no need for someone to call you names, yell profanities at you, or even catch an attitude with you because something is not going their way. This is especially true if your customer is a racist or sexist. The same is true for retail workers, there is no need to return the same misbehavior. Remain as professional as possible, while being assertive. Refuse them service if they continue to curse, yell or use racial or sexist slurs. Get your manager involved if anything escalates beyond your pay grade. Offer to refer your customer to another cashier, maybe you two are just not each other’s cup of tea.

3. “Without me you would not have a job, I write your paycheck.”

Thank you for gracing us all with your presence. Yeesh. While without customers we would not have a job, we make the effort in showing up to work every day, whether rain or shine. Yes, without customers we would not have a job to show up to everyday, but I like to look at it as a two-way street. A partnership, if you will. We provide a service, and a customer can choose which store or institution they would like to do business with. A simple, “Thank you for choosing us” or “Hope to see you soon” should suffice in these types of situations.

4. Smile and make eye contact.

Smiling helps with remaining positive, the more you smile the happier you will eventually feel. I am serious, I tried it on those days where showing up to work and facing customers is just not something you feel like doing, but you must due to financial obligations. I forced myself to smile, and I noticed that I cheered myself up. It not only cheered me up, but it also helped the morale of my department when I was so “under the weather.” When you are genuinely happy, others can see it not only in your smile but in your eyes. Making eye contact is crucial since it lets the customer know that you acknowledge their presence. Smiling simultaneously, just sends good vibes all around. And, hey, why not send good vibes?

5. Be kind, always.

Speaking about sending good vibes. There is no sense in cursing back at a customer (especially if you want to keep your job). There is no sense in giving a customer an attitude, or any of that. Why make matters worse? You do not have to tolerate their disrespect, as I said previously, however being professional and being kind are crucial to your own sanity. Remember a time when you received the worse customer service. Some people don’t know how to act and maybe they are going through a tough time, but just don’t know how to express it. Or, maybe they are just miserable, and misery needs company. Either way, do not take it personal, nor should you allow a person to have that sort of control over you! Customers should not take their bad day out on the poor retail worker, but only you can control what you will and will not tolerate. Whether good, bad, or indifference encounter, be kind. It does not cost anything to be kind, and we need more kind people these days. My suggestion is to be kind to everyone you encounter, even if they are the nastiest mother-lover you’ve ever met in your life!

The hardest part of being a human is having the burden of choice. Having to choose what we want to wear, or eat can be difficult decisions to make for some. Or, even the decision to get out of bed can be a difficult decision for someone to make. We do not know what battles people are facing. Yes, we all know how disrespectful and rude customers can be; I have no justification for their behavior. We all make a choice on whether or not we want to be kind to others. What will your choice be?! I hope you choose kindness and compassion, we need more of that!

In Love & Light,

RR