I work in the mall in a bookstore. I have worked in the mall in a bookstore on and off since my first job at B. Dalton’s in August 1991.
I think I have seen holiday shoppers in all shapes, sizes, and colors in that time. Some are full of the holiday spirit; polite, patient, and understanding of the over-busy retail clerks and the ever shrinking stock. Others are full of some other spirit; rude, impatient, angry when they don’t find that specific item they were looking for.
I like to think that I don’t know my customer’s private lives. Maybe something awful is happening at home and that is why they are acting so terribly. I smile bigger, take a deep breath, and try even harder to maintain my patience. Other times the rudeness has reached such a level that I become grateful I am not a manager and I can pass the customer off. Or maybe the customer will get so fed up they will stomp out of the store and come back another day when their mood is brighter.
These are the days when we see most of those cranky shoppers. The lines are long, the ‘good’ books have sold, and there are only so many employees to go around. Tempers get short. Frowns and grimaces are on nearly every face.
I call this time of year the ‘swipe and go’ period. The customers don’t want to hear about the offers for this or that. They don’t want to hear about special programs. They just want to hear their total, swipe their card, and leave. It can be very frustrating for the store clerk and a strain on their smiles.
Christmas Eve this all changes. For some strange reason, even though time has nearly run out, shoppers on this day relax. They smile. They joke. They listen to the offers and promotions. They feel the spirit of the holidays and it becomes a pleasure to work with them. This is the time when suggesting a new author becomes easy. Convincing the shopper to go home with something different than they originally came in for is an opportunity to share more of my favorites. Not only the best selling ones.
I like working on Christmas Eve, at least the early shift. I see the spark of Santa in every face that passes through the checkout line and it puts me in the mood for the evening when Santa-in-full arrives.
So if you are one of the shoppers heading out today, take time to smile at the clerk helping you out. Bring Santa out a day early.