AIBU to think work are BU to put me on a ‘performance plan’ for this?

[DissertationDrama]

I work for a retail company that are renowned for ‘pushy’ customer service. If a customer tells me they’d prefer to look around on their own, or if they outright tell me to leave them alone, I completely respect that and leave them to it. I’ve had feedback from management telling me to ignore that and to stay with them, to show them things, and where possible to get them to try things. I haven’t been doing this as much as I’m supposed to, customers hate me being forced on them, and I hate it myself. It’s just so uncomfortable and I respect their wishes. We’re told to approach customers immediately as they walk in the shop, they generally hate that too. I’ve now been told that unless I do these things I’ll be put on a ‘performance plan’ where I’ll be monitored by management. AIBU to think that they’re being unreasonable? And AIBU to not literally harass customers?

Let me guess- Lush?

To answer your question, that’s their process and they are able to ensure you adhere to it, using performance management tools if necessary.

I’m with you though, and wouldn’t want to do it. If it is Lush, that’s the reason I don’t shop there anymore.

Is it Lush? I fucking hate pushy customer service. Generally, I know what I want or I want a happy wander-alone!

If I get harassed in a shop I just walk straight out and go to another shop. Yanbu. I hate being pestered in shops.

I think you have to follow company policy.

I also think you should consider looking to move to a different company with a different policy.

The problem is, long term and by large numbers, those tactics produce more sales that standing back and leaving customers to it. So, as horrible as it is, they want you to do it. They see it as "it's worth losing the few people who will walk out when we can squeeze a sale out of the less asserrive". If it's part of your job description then you need to do it. Your personal feeling about customer service don't factor in with this situation. It's your job.

I hate that style of selling, and I think they are BU to choose it... But it is their business and their choice, not yours.

My guess would have been Specsavers.
They annoy the fuck out of me

Lush? They have this service and I hate it.

Unfortunately, you have to do the job you’re paid to do. If that includes annoying customers, yes you need to do that.

It's not unreasonable in that this is what they've asked you to do and you're not doing it.

What is unreasonable is that this is part of their training in the first place, as a customer I would walk out if a SA did that to me.

Honestly I'd try and find a new job.

I wonder why shop managers can’t grasp the fact that this sort of in your face pushiness not only doesn’t achieve any extra sales, but is actually counter productive?
I walk straight out of any shop where the assistant refuses to leave me alone. And I rarely go back.

You may disagree with their approach to customer service, but that is the approach they use and have instructed you to follow. Therefore it is not unreasonable of them to take appropriate steps, including performance management, to get you to do what they have made clear your job is.

I don’t blame you for not liking it, but they’ve been clear that’s what they expect and not liking part of one’s job isn’t a good enough reason not to do it.

I've been in (various kinds of) retail for a long time and I agree with you OP. I think high pressure sales techniques might get a sale at that moment but stand an excellent chance of losing a longer term customer. I like to be able to get help if I need it, but will walk out of a shop when I feel more like prey than a customer.

However, if this is what they are paying for, then this is what they will want. He who pays the piper etc. I know it isn't always easy, but I'd be looking around for another job, in a less high pressure sales environment.

I’m another one who would walk out if you continued to offer assistance when I have said I don’t want it. I hate pushy retail staff who continually hover and I am happy to spend my $$ elsewhere!

If a retail worker does this to me in a shop, I leave immediately. I cannot bear pushy selling 'techniques.'

The people making these rubbish policies should be shown this thread!

I'm afraid I would walk straight out OP, so they really aren't doing themselves any favours by forcing the issue. Next used to do this but thankfully seem to have backed off a little.

Arghh!!! @Flowerpotbicycle! When you're trying to choose a pair of glasses! Just FUCK OFF and leave me alone!

Christ, I'm really ragey at the moment!!! I do always wish they'd bugger right off.

The last time I went into Lush I discovered, by accident, a great way to turn the tables (sorry OP, I'm the last kind of customer you need clearly!). I said as soon as the assistant came over "Why don't you sell candles?" "Oh we don't do them, we should shouldn't we" so I ran with that and just rambled on about it until I think they were pretty glad to get rid of me and go and serve accost someone else!!

I used to own a shop. I employed lots of different sales people, all with their own technique. I am not naturally a good sales person and found it hard to approach people when they were not asking for anything or making it clear they needed help. I obviously really wanted to make money because my livelihood depended on it, but it didn’t come naturally and therefore it didn’t feel right. However, there were some people who I employed who were amazing sales people who could start up a natural conversation with customers which led to them buying loads of things without the customers even realising they were being bothered or sold too. I was in awe and quickly realised that I would leave the selling to them and concentrate on other aspects of running my business (which were also important). So what I am trying to say is there is a real knack in doing this and I think you either have it or you don’t. Maybe retail sales isn’t your best career path and you might want to think about where your strengths lie.

I positively avoid shops like this for the very reason that you are pounced on when you walk in the door. I want to wander round at my own leisure and buy something if I want it/need it.

Whilst I totally agree with you that it is over the top, I do agree with flowery and Dontdribble. This is the job that you are employed and paid to do and therefore you need to do what they ask.

I would look for another job though if you are not enjoying it and it doesn't sound like it is the job for you. I certainly wouldn't want to do it

I've walked out of PC World because they wouldn't let me just buy a laptop - they wanted to sell insurance, software etc - drove me round the fucking bend.

It's not about your technique @Mummadeeze - well, obviously it is sometimes, but the OP is being told to do something that her customers really don't want - there's no way she can hang around them and them be happy at the same time.

I assume it is because they have analysed different sales approaches at national level and found that this gives the best overall results, even if some customers don't like it at an individual level.

Maybe look at how you approach, I am not wild about it but the cheery, genuine-seeming (ie it doesn't feel like the sales assistant is just doing it because they've been told to) approach goes down better with me.

It’s not a sales tactic I like and YANBU to dislike doing this.

But it’s the shop’s policy and what they’re paying you to do, so they’re not unreasonable to insist that you do this part of your job or be put on this performance plan.

I'm with you, OP. A customer's wishes should always be respected. I suspect, though, that you would have to do as your management say and could probably end up on a performance improvement plan. Bloody ridiculous, though, IMO.

Can you name & shame? That way we can all avoid that particular chain? If customers voted with their feet, giving the pushy service as feedback, they might eventually rethink the policy.

Businesses wonder why they can't make money out of the High Street - this is precisely why! Some over eager drone trotting out the company line, telling me what to buy or what I should be doing is going to provoke only one reaction out of me, and it's certainly not to hand over any money.

Far better to go online and avoid the desperation of retail giants who know that their card is well and truly marked. If only they'd realise that we're perfectly capable of asking for help when we need it, and will generate a far happier and productive workforce who will in turn generate more sales.

I was going to guess The Body Shop. They sell a few products I like but I only ever go in to buy those specific products - never just to browse because I hate being pestered and the staff never leave me alone. Lush staff pounce on me straight away but if I say I'm just browsing they leave me alone (or sometimes take dd to show her how Bath bombs work and I get 5 mins peace )

But, regrettably, if that's the stores policy then its their policy. I've been put on performance management in retail for a somewhat similar reason, my manager got quite annoyed by me asking her what exactly I should do, asked for examples etc but I can't see how I could improve without some examples/training what to do. Make sure it's in writing at any review meetings that you've asked for help.

I’m another person who actively avoids shops where the sales staff harass me. In fact it’s one of the reasons I prefer to buy stuff online these days!!
Op, huge sympathies for you. But maybe it’s time to look for somewhere with an ethos that matches yours better?