I have been working at Gamestop for 2 years, off and on. For those that are not familiar with the company, Gamestop is a gaming based retail business. We sell new and used video games, video game systems, books, and accessories. Out of all retail jobs, I believe that it is the easiest retail job anyone could ever have. Although, it is still RETAIL.
Working in retail can be mundane, annoying, and difficult. Gamestop says “customers always comes first,” but really, what retail company TRULY pushes this phrase into action? Corporate tells us that our number one priority right now is to push, sell, and emphasize reserving upcoming titles. Our district managers even send us emails all the time about what percentage we should have at the end of the day in reserves and magazine subscriptions. In my store, as well as other stores, everyone is scared to lose their jobs because of their lack of numbers. You can imagine that if we need numbers, we obviously will do just about anything to get them. I have been starting to see a trend where employees are more concerned about pushing reserves and subscriptions rather than actually talking with customers and getting to know their needs. I do not do as well as others in my store, but I try my hardest to push numbers as well as please the customers.
The hardest time to be truly involved and associating with customers is around the holidays. People, especially parents, either have a wish list already set and ready or have no clue what to get their family members and children. It can be a trying time for parents, but also for us employees. For some reason, EVERYONE seems more grumpy than usual.
Around Christmastime of last year, there were a large amount of people shopping in the store. A woman had come up to me and flat out said, “My son wants one of those gaming things and I don’t have any idea what he’s talking about. I need help!” (These customers are my favorite!) She seemed a little stressed out, looking around at all the different looking systems and vast amount of video games for each. Instead of just being a retail zombie and showing her the various expensive product, I tried to relate to her by saying that when I first started, I had no clue about the gaming world. I was just like her, clueless as to what these boxes and cords all did. I asked her about her son and her concerns: he was only ten years old and she didn’t want her son getting into violent video games, she wanted to be able to have a system where the rest of her family could play, etc. I listened to her intently and didn’t say a word of suggestion until she was finished. After, I walked around the store with her and pointed out the various systems we had. In doing so, I also described, to the best of my knowledge, the qualities and benefits of each system, and the types of games that usually came out for each. I answered all of her questions and took the time to ask other employees about things I didn’t know about. This took about 10-15 minutes, during which a line had formed behind the counter. I told her to take her time in deciding, and whenever she was ready, I would be at the counter. This woman ended up buying a new Wii system, extra controllers, several video games, as well as a magazine subscription. When I was done ringing her up, she shook my hand and expressed great gratitude. She told me she came in there feeling like a lost puppy and came out with something she was satisfied with. She also said I was the best employee she has ever talked to in a retail environment and that no one has ever took as much time with her as I did.
I still smile thinking about the experience because her compliments were so sweet and genuine and I truly felt like I helped her in her situation. I did my best to relate to her and thought back to when I knew nothing about video games. In retail, we forget that in order to please customers, we have to relate to them. We can’t always think about numbers or pushing product. It is more important to look outside of the “job” and see what the customer truly needs and wants. By getting to know someone, one is able to step into their shoes and see what they truly want, and in the end, both can be satisfied and happy. I see now that when I differ in opinions with certain friends, I have to take the time to get to know their side of the story. I can’t just jump to conclusions or block out what they feel, even if it is the opposite of mine. The principle of love that I’ve learned from this experience is in order to have a true idea of love, one must have the ability to be patient with not only our family and friends, but to strangers, co-workers, and other people we encounter on a daily basis.
