Security and Fence: A Retail Perspective

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At a high-risk retail location such as the one I have been working at these past three years there comes a time when you are asked to be both a security guard for the products you sell and fence for the thieves that steal them.

All-day long you are on the lookout for those that might be trying to shoplift. It's usually pretty obvious and the company expects us to thwart these no-goodnicks by simply offering them amazing customer service which is actually just direct, unwavering observation, assistance, and silent harassment. While you are attempting to thwart injustice you get called away to help a real customer and without constant observation, the thief strikes and soon, you watch them walk out and half the time they set off the buzzers at the front of the store. It's too late and they've struck again and everyone looks at each other as if we've lost another one. We have failed in our half-assed attempts to thwart the criminal from stealing the master's property. 

Secretly, but not that secretly, the masters don't really expect you stop most of the attempts. They expect the store to reach a certain amount of predictable loss (shrink) and it's more important to sell something and make money than to worry about petty theft. Even not-so-petty theft is acceptable as long as it isn't perpetrated by the employees. 

It gets so that when a man walks out with $400 worth of electronics or an entire $1000 laptop it's just the cost of doing business. The police may or may not be notified. I just hope they never pull a gun and go for the cash. Sometimes there is a ton of cash. But they know that it's a major crime to rob someone and they also know that shoplifting is such a minor offense that most folks won't try to stop them. And if you try to stop them with force you can get fired so you just have to watch them walk out with someone else's property. You think that it's your job to stop them and to protect your own job security and to protect the companies interest and if you care about the store you work in, the other people that you work with and adhere to general community ethics then you feel like it is the same as stealing from you. It could easily be you anyway.

Then, just after watching one leave another one enters. This one you haven't seen before but they certainly look the part. They look shady as fuck and walk straight to the return line and hand the cashier a bunch of random shit that was obviously stolen. Sometimes they come up with some excuse like their grandma bought the products a few weeks ago and now she just doesn't need $250 worth of Epson ink that just happens to be sitting on the shelf nearby unprotected. Your grandma spent over $200 dollars on ink she didn't need? Or the one with ten random day-planners that no one has ever purchased in those numbers before and happens to be the most expensive options when they don't look like they've spent more than $10 on their clothing, backpack, oversized coat, and two huge handbags. 

There is a rule that managers can refuse a return but managers aren't the ones at the registers most of the time. The ones at the register are typically younger, less experienced and barely trained. They don't understand the policy and since they are intimidated by both customers and managers they can't make complicated decisions about which policies to hold more strictly and which ones to break completely. They don't know how to professionally refuse the obviously douchey person trying to get money from nothing and some management teams might say to just do the return and some might say to use their best judgment.

The return policy also requires a receipt for a return except that telling someone that legitimately bought $100 purse just a day earlier that you won't give them a refund because they don't have a receipt is near suicide as they will either tell a higher-up that you were rude or they will just continue to argue with you until you just give up or they will say your racist or sexist or some other crazy shit. Dealing with an angry customer is no fun and to be avoided at all costs, for the most part. Having enough experience to understand when a customer crosses the line and demanding that they leave or you'll call the cops takes time to develop and the brand new cashier will just take the abuse most of the time until a manager steps in. 

Ultimately the policies should be straightforward. They should be easy for the customer and for the cashier. It shouldn't be a guessing game or a complicated algorithm of whether or not the customer deserves a break this time either because they are super nice or obnoxiously demanding. Managers should be able to make decisions about who is not a real customer and security should either be a priority or not. It feels like a priority but it really isn't. 

The contradiction occurs when someone thinks that the company wants to enforce laws. Companies, especially the largest companies, would rather the government never gets involved. Only when the problem becomes too costly do they resort to the police. This is due to two factors, as I see it. One is that companies and governments don't always mix well. Government's tax companies and inflict regulations that can make it difficult to do what the company wants and challenge what might make them more money. 

The second reason is that people know that the government and especially the street cops are not going to stop petty crime. They probably won't even show up. They don't have time and the cost is not worth it. It is technically a crime but so is loitering, littering and public indecency. The "man" doesn't have the men to enforce all the laws. Companies have security systems but those are not usually reactive and some companies have a security guard and if it is really important they will have more guards and real guns but balancing the cost a human guard and the liability involved is complicated. It isn't usually worth the fight when it comes to petty theft. 

When you work in an area that has extreme poverty and crime is rampant, especially petty crimes you see the stark difference between those vagrants and the majority of folks that are decent enough not to steal from you or show up too drunk and don't do hard drugs in the bathroom. These are the people to give great customer service and should be the real focus of the team but it is very distracting to have to judge all that come into the store in an effort to work as a deterrent to the baddies.  

It is demoralizing and confusing to be expected to be both the security guard and the fence. To watch people walk out with product just to have them or someone that looks like them bring it back and put it on the counter and lie to you makes you feel the opposite of empowered. They say that they bought the product but you know they didn't and you were always taught that lying and stealing are bad and that heroes stop criminals and the right thing to do is to expose liars. Well, too bad. Just ask them for their ID and don't cause a ruckus and the corporate masters will deal with it in their way. Just go back to selling and signing people up for harassment emails and giving people undeserved discounts because they say the word "coupon" in some configuration that passes as a sentence and trying to explain how shit works to people who don't give a shit about how it works, they just want it to work.

Working with the general public can be a frustrating mess and most people do not understand the hardships that the lowly floor staff deal with on a daily basis. The main goal of a business is to make a profit and in that pursuit, they need to maintain a positive reputation. This means erring on the side of the customer and not doing things that lead to negative press or legal action. This means that associates take on the complicated task of representing a companies interest even if the ones who make the rules never know who those associates are.  

Don't Get Caught Up: A Retail Perspective

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Don't get caught up in other people's emotions. Customers and coworkers will often times act as if they are in the midst of an emergency when they are not. Or they will act childish or rude. Or they will act as if you are the only one who can help them. This is almost never an accurate depiction of their situation. They might be trying to manipulate you into giving them a price break or, worse, they simply have no control over their emotions. Having empathy and sympathy is helpful in understanding and communicating with customers but getting wrapped up in their emotional states means that you stop being in control of your own autonomy and you can unconsciously take on their emotions. If this happens you can find yourself anxious, angry, fearful, hyperactive or otherwise mirroring someone else's emotions unnecessarily. 

When you're in an emotional state that inhibits your ability to look at a situation rationally you will not be able to think around the problem and solve it. Many times there might be no immediate solution available and you end up wasting a lot of time attempting to calm someone down or explain something when you really need to move on in a way that is direct and professional. Sometimes it is important to restart the conversation by explaining what is happening in an effort to regain control of your own participation in the interaction. Being honest about what you think they are expecting or what you think you can do for them can help stop the momentum of an interaction in an effort to lead it back on track to finding a resolution. 

This reminds me of the leadership principle of detachment from the book "Extreme Ownership" by Jocko Willink and Leif Babin. The concept of detachment is very important in retail as you represent a company that's goal is to sell products and create loyalty; not to have emotionally driven conversations with people who aren't interested in buying products or who think that it is appropriate to spew their problems onto you because you're obligated to interact with them.

If you have self-respect and maintain a professional demeanor you will not allow situations with customers to get heated or derailed too far. If a customer or coworker becomes abusive or disrespectful then it is up to you to hold them accountable and let them know that you do not accept that kind of behavior. 

I remember a time when I had to stop a customer from yelling at me and assert myself in order to regain control of the situation. I was working at a movie theater and part-way through a screening the projector malfunctioned and the speakers started making a loud screeching sound, disturbing many of the customers. I was a manager at the time and as I started issuing apologies and raincheck tickets I had an older man start to scream at me about how the sound hurt his ears and how angry he was, which was obvious. I listened for a few moments and then had to respectfully but assertively explain to the customer that I would not be able to do anything for them unless they stopped yelling. I told them that I understood that they were upset but that I would not allow them to continue to berate me. My tone and demeanor must have communicated my seriousness as the man stopped screaming and I was able to issue them compensation. 

One of the best things one can do in a situation where others are being excessively emotional is to be calm and to listen. Allowing someone to vent for a moment can be instructive but at a certain point, you must reestablish your authority and explain what you will do next. As an employee of any business, you are in charge of dictating what will and won't, can and can't happen for someone that is having an issue. Sometimes, this means explaining that you are not the best person to help them, which is another reason to not let a conversation linger too long without interrupting. Upset customers become more upset if they find that they stood in the wrong line or ranted and raved to the wrong person. By listening and remaining calm you can get straight to the matter and come up with a solution. 

It is also important to explain the process that you are using to solve a problem. If you come up with an idea to solve a problem you should not just enact the solution without letting the customer know. By explaining step by step what you are about to do or what you think will help you allow the customer to join you in the pursuit and show that you are on their side. Leaving them in silence or without knowing what you are doing creates confusion and may lead to them thinking that you have abandoned them. If they think this or think that you are incompetent then they will look somewhere else and usually with more fuel for their anger. 

All of this does not mean you should not have fun conversations with customers and coworkers, but even when you are generating rapport you should be able to detach and get a sense of whether you need to complete the sale or if you have time to continue the conversation or if you need to address something else. There might be something going on that requires your assistance. You may be able to simply tell a nearby customer where a product can be found. Taking a few seconds to check out your environment can help you stay detached and make you able to react to new situations.

Stay calm and pay attention. This is not easy and it takes a certain amount of discipline and control to maintain. It requires observing yourself in the moment and recognizing what is happening, both inside yourself and in the environment around you. It also means looking back at your decisions with criticism and objectivity. There are times when I have failed to maintain my composure or made a bad decision and it is in those times that I look back and try to prepare for the future. By accepting failures, owning them and looking to others for guidance I have grown better at dealing with the ups and downs of life, in and out of the retail environment. 

Smiling: A Retail Perspective

This is not attractive

This is me relaxed

I suffer from permanent bitch face. I look serious and mildly annoyed when my face is at rest. A few weeks ago I decided to make a conscious effort to smile more while at work. I never liked the idea of smiling for other people. The idea of pretending for the sake of other's comfort always seemed inauthentic and dishonest. I just told myself that I'm not a "bubbly" kind of person. I provide good customer service through expertise, not emotional positivity.


I decided to try an experiment though, not for others' sake, but for my own sake. To utilize smiling as a tool and the goal was to provide better customer service, attract people instead of repelling them, and to see what kind of effects a simple smile might produce. The effects were immediate.

The first step was to practice smiling in the mirror and when no one was around. I tried to think of something funny or pretending that I just heard a joke. This technique works very well. Instead of just looking like I'm squinting or grimacing or trying too hard. By smiling with the eyes and just a little bit of an upward grin creates a subtle and convincing smile.

After beginning to employ this new tool I found immediate results. It doesn't seem like it should be surprising but I was genuinely surprised that when I was smiling and someone looked at me it seemed that most people couldn't help but smile back. If I added a bit of eyebrow raise they couldn't help but engage with me as I approached them asking if they needed any help.

My interactions started off positive instead of neutral or dismissive. Even if someone wasn't particularly excited to interact they usually would put on a quick fake smile and politely say no thanks. There are still those that do not care much about interacting regardless of a positive face but the vast majority of people respond in a positive way to someone smiling and looking happy to help.

The second thing I noticed was more subtle but undeniable. The words that came out of my mouth while I was smiling sounded happier and more enthusiastic. When I don't smile and simply ask someone if they need anything it just sounds like an unemotional statement but when I smiled the words took on a more upbeat tone and I think a slightly higher pitch. I think that this comes across less threatening and more approachable. This effect even works over the phone. Smiling while talking changes the inflection to a more positive expression.

This looks genuine and positive

Another positive effect is that the more I smile the more I become emotionally more positive. I have heard of this effect from somewhere before so it might be an expectation bias but it certainly seems to be true. Smiling on purpose and more often seems to have a feedback to the brain convincing it that things are better off making you genuinely happier. This makes sense in that when you do things that add to your sociability you attract more positivity and engage in better interactions with others. This is highly desirable for social creatures that depend on others for success and our biology seems to reinforce this behavior.

Another positive effect of smiling is creating a bit of positive attention from females. When I smile at females many of them smile back which reinforces confidence in my ability to interact with attractive women. I come across as more approachable and confident with women and because I sound more friendly the interactions are more personal.

Also, when employing a smile it seems easier to add jokes or personal stories as the entire interaction is more friendly. If the customer responds well to the smile then it allows them to be more personal and tell me what they need as well.

Too much and it looks sarcastic

After about a week of practicing this technique at work, I started to find myself smiling when I wasn't at work and I found that the same results took place. When I would just walk around a store smiling people would smile back. I think when a person gives eye contact with a smile it comes across as both confident and attractive. People wonder what you might be like or why you are happy. Positive people want to be around positive people and negative people secretly want to be positive so you represent a kind of ideal when you smile and display confidence with eye contact.


What I have learned after doing this is that you don't want to smile too much which is also true of eye contact. Too much smiling, especially if the topic turns serious comes across as disconnected or unempathetic. The same is true if the topic turns fun. If you don't smile when someone says something they think is funny you can come across as unemotional, dismissive and unempathetic.

This is not a cure-all for customer service interactions. Some customers do not care at all that you are happy and I imagine that some of them are annoyed that you are happy as they are not. Body language is a very powerful communication device and understanding the effects of different behaviors helps one get the results one wants from social interactions.

I am reminded now of a Ted Talk about body language about not being your authentic self (below). When your job is to interact with others coming across as unapproachable will not lead to positive results so consciously altering your body language might not be completely authentic but it is a form of self-control that can help you better get along with others and get better results in life.

https://www.youtube.com/watch?v=1zpf8H_Dd40

Basic Computing Information

For about a year and a half, I have been working for a large retail corporation in their tech department. For the first 6 months, I worked with someone that knew a lot about computers and he helped me learn a lot but other than his informal training I have learned on my own. Here are a few things I have learned and these are just my opinions so don't get mad if you try something and your computer gets fucked up.

1. Startup Applications:
     a. On Windows 10 you can hold CTL ALT and DELETE, then go to task manager, then to details at the bottom, then to the startup tab and disable any applications you know don't need to start on bootup. Programs like MS One Drive, or Dropbox, or trial versions of programs might be on your computer and running on startup, taking up processor power and RAM space. Don't disable programs you don't recognize or find out what it does before disabling it. Having fewer programs start when you turn the computer on will make the bootup faster and save processing power for the programs you do want to run.
     b. Some applications, such as Skype, virus protection programs, and plug-ins might start automatically but may not be on the list described above. You should be able to go into these applications directly and look for settings related to startup options.

2. Viruses:
     a. Get a paid virus protection or at least use Windows Defender. Don't use a free one from the internet because they tend to pester you to upgrade and run too many popups. Also, don't download those driver helper programs. They waste space, tend to run on their own and too often. You don't need to update your drivers all the time.

3. Passwords:
     a. Know your passwords! Write them down or use a spreadsheet and keep them up to date. If your feeling trustworthy download a plug-in called Last Pass for chrome and it will remember all your passwords and automatically plug them into most sites. Be Aware! This program is not perfect and you are still responsible for maintaining your own passwords! Also, Remember the answers to security questions. Make them memorable!

4. CCleaner and Malwarebytes are Free! (Know your passwords before running CCleaner!)
     a. Malwarebytes is awesome and easy to use. If you can't figure it out don't worry about it.
     b. CCleaner deletes old temp and cached files as well as deleting outdated registry files. These all take up space and can slow down processes. These files often contain "remembered" information such as passwords, form data, or history. For example, you may need to re-log into websites that are normally automatically logged into.

5. Back up your shit!
     a. Computers and hard drives can fail and you can lose all your data so make sure to back up your data. If you use an online service like Carbonite or Dropbox make sure you know the terms of use and your account information. Otherwise, you can buy an external HDD or Hard Drive Device. The cost per gigabyte is very reasonable. For around $60 you can buy a 1 Terabyte HDD and put a ton of data on it. Just plug it in and copy files from your computer over and you'll have a backup just in case something happens to your computer.

My Minimum Requirements for basic use:

- Intel 7th i3 Processor or better (i5 or i7 or i9) (8th gen is newest)
- 8  Gigs of RAM (memory) or more.
- 256 of SSD (Solid State Drive) or 1 TB (Terabyte) or more internal storage.

FYI when buying a Windows 10 machine:
Windows 10 updates a lot. Check your settings to minimize annoyance by setting "active hours".

What about Chromebooks you ask?
These are great for a particular purpose. They are good for going online, utilizing Google's online applications and probably a few things I don't know about. They do not have WINDOWS 10 as an operating system. They have a small amount of internal storage capacity. Google expects you to utilize online storage options. For streaming and using Google applications such as Google Docs, Sheets, Photos and Drive this is a great platform.

Paying attention: A Retail Perspective

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Try to not ignore anyone.

This does not mean give everyone your undying attention but it does mean when the door opens you look up and see who is there. A second's worth of eye contact is enough for those walking in to know that you know that they exist. It also tells the customer you are currently helping that you pay attention to more than just your immediate surroundings. Situational awareness is practiced with deliberation in the military and police because being aware, even if only subconsciously through practicing attentiveness, can prepare someone for potentially dangerous encounters. The good news for retail is that it also creates an increased sense of personal service and attention for normal customers.

For anyone working in retail or any other occupation that requires the facilitation of large numbers of people I recommend doing your best to say "hi" or nod or otherwise make customers know that you know they are there. You can't help everyone at once but a customer who thinks they do not matter will become resentful and bitter. They will remember all the times they were ignored by family, teachers, and friends and they will demand your attention or walk away. They may mutter, scream or leave in a huff and it will have been a general failure.

It is also important that employees take ownership of their space through their physical and ocular presence. Paying attention and being proactive are the best ways to provide great customer service while maintaining authority and supports a degree of safety. While paying attention alone is not a full-proof method for warding off evildoers, it is part of the foundation that builds a well-rounded worker and person. 

30 Days of Fiction: 12

"I don't know anything about this but I emailed my grandson and I couldn't get that to work. So I had my janitor help me with the email.  But then my grandson, he's 14, he said he wanted the new army game, Call of the Battlefield, or something," the old woman droned on.

"So, your grandson wants Call of Duty," I asked starting to lose patience.

"Yes, yes. I think that's it," the old bag continued.

"Ok, What system is it for?" I asked, hoping she would not deliver another diatribe of nonsense.

"What do you mean?" the old one said not knowing what I was talking about. 

"Is it Xbox or PS4?" I asked.

"Oh...I don't know," she said staring into space. 

"Ok. Can you call someone to find out?" I asked noticing a line forming behind the oldest lady ever. 

"Um, I don't know. I don't have my phone on me," she said looking like she'd never thought about solving this type of problem before. 

"Ok. I have a bit of a line so if you can ask your grandson exactly what he wants we would love to help you with that," I said as nicely as possible.

"Yes, thank you so much for your time," she said looking back at the people staring at her not accomplishing anything. 

The old lady waddled out and the next customer came forward. 

"How are you," I asked with a forced smile.

"I'm looking for Leap Pad mini, where is that," a 30 something female, with long black hair, asked. 

"We don't sell that product, unfortunately. I think you can get them at Wal Mart," I responded looking behind her at the line continuing to grow. 

"No, you sell it because I saw one the other day. Or maybe I was online. Just a sec," she said putting her finger up and pulling out her phone. 

She tapped on her phone a few times and then turned it over to show me my error. The screen showed a Leap Pad mini for $129.99 indeed but the website was Toy R Us. 

"That's the Toys R Us website," I said with a twinge of righteousness. 

"Oh shit, OK never mind," she said and turned around and made her way out. 

Next in line was a greasy looking white kid with a superman t-shirt. 

"Do you have the new Tenkei Ichi Domo Cha Cha," he said assuming I knew what that was. I did not. 

"What is that for," I asked preparing to type the name into the database.

"It's for 3DS of course. You work here and don't know Tenkei Ichi Domo Cha Cha," he said adding a laugh to his smugness. 

"Nope, I'm not seeing it in the system," I said looking up at the overweight teen. "It might not be out in the US yet. Sometimes these kinds of games get released in Japan well before they come out here."

"I don't know. I could buy it on Amazon but I wanted to buy it from you," the genius said. 

"Yeah, sorry. Maybe check back later or check our website," I said as he turned around in a witless huff. "Thanks," I added as he left. 

Then, a man is his mid to late 20's came up and I hoped it would bring some normalcy to the conversation. 

"Hi, How are you," I asked.

"I'm fine, how's it going," he responded in kind.

"I'm well, what can I help you with," I asked starting to feel like the world wasn't a complete shit hole.

"I'd like to pick up the new Diablo 3 game, I heard it's really good. What do you think," the reasonable man asked.

"I think it's great actually," I said turning around to grab it from the shelf. "I played it when it first came out and it's really fun. Lots of action and good graphics. The best thing is four person couch coop," I continued.

"Couch coop, what's that" he asked.

"Oh, it means that up to four people can play on the same screen at the same time. Or you can play online or any combination. It's pretty cool and not a lot of games have that nowadays," I said happy to inform someone of something. I decided to give the man a break so I found the used version of the premium edition and put it on the table. 

"Oh that's great," he responded.

"So, I happen to have a pre-owned version of the premium edition with all the ad-ons and it's only three dollars more than the new one without the ad-ons. Do you want to go with that," I asked showing him the cases to emphasize the difference. 

"Oh yeah! That's awesome. Of course," he said with jubilation.

"Great, anything else coming out your looking forward to," I asked as I rang up the purchase. 

"No, not really. I don't play a lot anymore but my friend said I had to get this one and I loved the older one, so," he remarked.

"Cool, well if there is anything else you're looking forward to you can pre-order it and get some bonuses and what not. Just something to keep in mind," I said finishing up the payment and handing him the bag with the game. 

"Cool, well thanks and have a good one man," he said as he took the bag, turned and walked out. 

"Next please," I said noticing that the person in line was standing back and talking with their friend. They were middle aged hillbilly looking white trash folk so I assumed it would be a fun conversation. 

"How can I help you," I started it off friendly enough.

"Well, I bought these games last week and they don't work. Also, I bought this headset and it's broken already," the man with the dirty white shirt and not so many teeth explained. 

"OK, so none of this worked," I asked looking at the perfectly fine items on the counter. 

"Nope, and I want a refund," the beer bellied man retorted.

"Alrighty, do you have your receipt," I asked cordially.

"Nope. Can't you look it up," he asked, the smell of cigarettes, booze and something else emanating from behind his cracked lips. 

"Unfortunately without a receipt," I began but was quickly interrupted.

"Nope. I've done it before here and it was no problem. I bought it from some girl yesterday and she said I had 7 days to bring it back," he said his rehearsed line. 

"That is normally the case, but we can't do a refund without knowing how much you paid and how you paid," I explained looking the man in his shit colored eyes. I could see he was about to respond poorly so I offered, "But if you just want an exchange for something in the store I can do that."

"Oh, well I don't want to do that, is there someone else I can talk to," he said looking around. 

"Nope. I'm the manager and without a receipt I can't give you a refund. I'm sorry," I said sternly. 

"Fine, Fuck," the man exclaimed and grabbed up the items on the counter, bagged them up in an Wal Mart bag and walked out mumbling to his equally dissatisfied friend. 

I looked up to see my replacement walked in the store as the next person came up to the counter. This time it was a young boy who had a game and some cash in hand. I took the game and began finding the disk for it when I asked,"Do you have a parent or guardian with you because this game is rated M."

"They are out in the car, I can go get them," he said meekly.

"Yes please, can you go do that or else I can't sell this too you," I said holding the game up. "I'll hold it for you," I said and put the game on the back counter as he left the store. 

The next person came up as my replacement came up to clock in and said, "Hey, what's going on?"

I stepped back and turned to say hi. "Not much, same old stuff," I said. "Are you clocked in," I asked.

"Yup," he said.

"Ok, this game here is for a kid who is getting a parent, otherwise just stay on till and help customers. I have to go in the back and get something done," I said.

"Hello!"

My associate and I turned to see a large, gross looking woman at the counter staring at us. 

"I'm waiting," she continued with her fat face.

"Ok, Sorry about that. Just getting him caught up. He's heading over now," I said looking at my associate with wide eyes and then walked into the back room. 

I sat down at the desk and ate a granola bar deciding what projects needed to get done that day, making notes on a pad of yellow paper. A few minutes later my associate opened the back door and asked with a somber tone, "How's it going?"

"Fucking stupid," I said. "These fucking white trash retards come in here and fucking don't know what the fuck is going on," I said while my associate started to smile. "I had a lady come in and say we had something and when she looked it up it was from fucking Toys R Us. Not us you fucking idiot," I continued my rant. 

"Yeah, people are dumb. That kid never came back by the way and that lady who was in such a damn hurry left her credit card. So she'll be back, I'm sure," he said looking into the store to see if anyone had come in.

"Yeah. Well, whatever. Just a bunch of tards. I had one cool customer, though. We've got a lot of shit to do today," I said changing the subject. "Shipment hasn't come in but it'll be huge and we have a plano-gram to get done, but Kelly is in at one and I'm here till six so we'll just keep getting it done one thing at a time," I explained. "How are you, John" I asked remembering there was another human in the room. 

"I'm tired. Stayed up way too late playing Overwatch," he said looking tired. "Well, I'll get back to it then," he said and walked out to the front.

I got up and as I walked out the front of the store I turned to John and asked,"Want some coffee?"

"For sure, thanks," he said with pep before continuing to help his customer.

I walked out to get some coffee. 

Sacrifice Self for Service

I spent the last six years working for a large electronics retailer and most of that time was as a Store Manager. In the last year I worked there they changed the title to Store Leader to try to infuse some ownership or enthusiasm into the role. The company was constantly changing terms, role definitions and performance evaluation standards in an effort to create impactful "cultural" changes but it mostly led to inconsistency and confusion. Frequently redefining evaluative tools, job descriptions and philosophies indicates a lack of central vision and understanding of psychology. Ambiguity and inconsistency muddy the waters of an organization's central goals and frustrates managers.

While I can go on about this company as a whole it was really the day to day operations and interactions with customers and the corporate structure that weighed on me year after year slowly but surely embittering me toward retail in general.

One of the main reasons I left was a growing feeling of stagnation and sometimes regression. A few years into my time there they created a leadership scoring system from 0-5, where 0 was about the be fired and 5 was about to be promoted to district manager, but the language for determining these levels was too broad and could be interpreted in different ways and it ended up being confusing and dis-empowering. By the end of the first year of implementation I had scrambled my way to level 3 which seemed appropriate and at least meant I was progressing and getting some kind of acknowledgement for my success and commitment.

I made it through the holiday season that year, made a ton of money for the company and worked extra hours with a new team. I had a few anxiety attacks as well as developing a general depression due to the stress and by the end of the year, like past years, I resolved to find something new as soon as possible. When the new year came around I found that I was starting over on the leadership system. I was back to level one and trying to reestablish the basics. Fine. But even after many months and conversations with my district manager I was not progressing. Was I really a lesser manager than the year before? Around this time I started seeing a therapist and when every conversation was about work I realized it couldn't last much longer.

My frustration with the system was leading to poor customer service on my part and after a few conversations with my district manager about it I felt like I was starting over every day. I had lost any enthusiasm for helping people and forgot what I was doing there. Then, one day, I remembered that we sold video games and my store was crushing sales goals. I sold entertainment to people and it should be fun so why did I feel so bad? I realized that the direction and perspective that my superior was offering me was not only demeaning but was simply wrong. I realized that when left to my own style of management my customers, my staff and my self were happier and more effective. I lost respect for the corporate system all together and accepted that it was not going to change and therefore I had to change.

Another reason I was getting fed up with my work was dealing with low-lifes and thieves. My store was essentially a pawn shop and operated under local second hand laws. Many of the customers that would try to sell their property were normal, intelligent people who didn't mind waiting to examine things and would accept the offer prescribed by the computer. Then there were the douchebags. People with brand new controllers that had never been touched and who didn't care that they were losing 60% value because everything is profit when it is stolen. Or people who just take their dirty, stinky stuff out from under their TV and bring it in all wrapped up in wires and wonder why it isn't worth much because it is covered in soda and old stickers.

Shop lifters and scammers were a constant issue and three days before my official last day I had my first snatch and grab. This 20 something white kid comes in and asks to buy two systems and some games. I was stupid enough the put the systems on the counter which is completely my fault. Then, when I ask him for an ID, he grabs the two systems and tries to run out. He fell backwards, dropping them on the floor and created a huge mess. I ran out from the counter and by then he was grabbing one of them and ran outside to a waiting SUV in the parking lot. He only got the one item but it was still very shocking. I should have never had the expensive items within arms reach but in six years I never thought it would happen to me. During my last two shifts I couldn't help but imagine every young man as a threat.

Dealing with the police was always pleasant enough but having to accept obviously stolen property because of discrimination policies was frustrating. I understand why they exist but sometimes it would have been nice to tell someone to fuck off and never come back. My boss would say, "What would you do if you owned your store?" and I can say I would have done things a bit differently. Such as getting rid of certain customers and using payroll more flexibly but I always tried to do what they wanted.

 Before I decided to quit I looked into the future and only saw myself becoming more and more bitter and depressed. The money was good but I was still living month to month, barely saving anything and it certainly wasn't worth the stress and lack of fulfillment. The longer I live and the more I listen to wizened elders I think that fulfillment in one's life and a feeling of accomplishment will lead to more self-esteem and happiness. Finding something that is self directed, creates value, allows for freedom of expression and is personally worth while is not easy but I don't think everyone needs a dream or calling to be successful. They just need a chance.

I think that sometimes taking a risk and venturing into the unknown is the only way to take the power back from those that would use you for your hard work and loyalty without truly caring about who you are. Feeling like an easily replaceable cog in a bloated corporate machine is a great way to sacrifice self for service but I wanted more. Maybe I'm delusional or narcissistic but there has to be more to life than selling video games for shareholders.

So, I quit. If I had stayed I would have had the biggest bonus to date, $1000 or more in free gaming swag and been given two awards for beating sales goals. But would it have been worth another holiday season? Another Black Friday and after Christmas sales? Would it have been worth the frustration and stress of trying to do everything I was told like a good manager? I don't think so. Nothing is worth feeling terrible when I have the luxury of choice and the knowledge that time is all I have. It wasn't a bad job and the company wasn't a bad company but it wasn't for me.

My brother offered me his garage and I moved in with him and his family a few weeks ago.  We are starting a business in media production and I miss my friends already. I moved far from the home I made in Eugene but I'm excited to learn something new, work hard, and try doing something creative and valuable. I am starting over and I don't know exactly what my future holds but I'm doing something for myself for a change and that is proving to be supremely liberating. I don't miss working there for a second.

Thanks for reading!

Human Behavior: A Retail Perspective

When I watch people and try to understand the motivations and underlying psychological processes involved in everyday stupidity I am often baffled and frustrated by the seemingly obvious yet complete absence of common sense, logic, reasoning and simple observation in others. People, and I am sure I am guilty of plenty of stupidity, do the most ridiculous things in economic environments. Both customers and employees can often make even the simplest task superbly arduous.

I am not going to bore you with a list of examples of ridiculously stupid things people do while trying to navigate a merchant's wares because I have no doubt that you can come up with a half a dozen before you finish reading this sentence. You might be thinking of a time when a customer asked you where they might find the thing that is right in front of them, or asking you if your product is alphabetized when even a quick and rudimentary test of this hypothesis would instantly answer the question, or said it is illegal to not have a display item in stock. So, instead I will make a list of the variables I try to remember when I have my wits about me and stave off the inclination to scream.

1. People are stupid.
If 50% of people in the general public are below average cognitive abilities, as scored by a variety of IQ tests, then 50% of people are simply not working with the required equipment to make the kind of economic and practical decisions afforded them. For example, people will get insurance on something that worth a small amount and not on something worth a much larger amount because the smaller number is less money not more valuable. But it is the more expensive item that will be more expensive to replace and for the most part a smarter person won't get insurance on something they plan on taking care of anyway. They trust that they can manage their environment successfully and mitigate the risks. A lesser intelligent person does not think rationally about the future but relies on an instinct about the here and now. This is a generalization and may not apply to everyone but it certainly is something I think about when trying to understand human behavior.

2. People are Ego managers
People are often times very concerned with maintaining a perspective of themselves that is completely positive. Telling them they are wrong or explaining a deficiency in their thinking sparks defensive maneuvers and they may lash out, or retract entirely, imagining you as an attacker. They may bolster their claims with unwarranted certainty or hurl accusations. Or, even before speaking to them they will attempt to dominate the conversation with demands either veiled in awkward levity or aggressive expectation. Most people haven't taken a hard look at their flaws and assumptions about themselves enough to go through the world with humble curiosity. Is that so crazy to expect?

3. People do not see things from other perspectives
People often times are incapable of seeing things from another's perspective. When they see someone that works somewhere they see them as a means to their end. They see them as a tool to do as they desire. (This is partly a product of the modern corporation bending over backwards for years for customers that do not deserve courtesy.) Many people have never worked in a customer service field, with other people directly, or understand how businesses work and many people, in the general public, have really never had a job. They've never been someone who serves others so their empathy is not informed by this experience.

4. Some people are genuinely mentally handicapped
Sometimes I encounter people on the cusp of judgement between thinking they are a deliberately obtuse individual or they might genuinely need my help. It takes a moment of often times my frustration is relieved when I come to realize that this person isn't being a jerk but simply needs a bit of assistance. They do not have the social or cognitive skills to be perfectly polite or understand that I am busy with something else. This is actually a wonderful thing to happen because then I can't blame them for my frustration, I can only blame myself for not being patient.

5. Lastly, (for now), I choose to be here
I am not a slave to my job and choose to go everyday knowing that I will encounter an assortment of inane and sometimes insane people. This is my doing and I should remember this above all else. I choose to look at everyone as if they are time bombs of unpredictable behavior and potentially dangerous intent. I should remember that my own defenses and judgments inform my thoughts and can rule my emotions. I should remember that I can, if I want, simply leave and go take a walk up a mountain if it becomes too much to handle. I have to ask myself if the money is worth the internal turmoil? And if it isn't then I should act, not act out.