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?

Thank you so much for the responses. I appreciate that I have to do what they’re asking me, that’s fair enough. I’ll just have to grit my teeth and get on with it. It’s the complete refusal to see this from the perspectives of customers and customer facing staff that is so disheartening. Never mind, I’m just finishing off an MA in a totally different area, so this should hopefully be temporary anyway.

The thing is, while we are saying we don’t want pushy sales, im guessing it works. Otherwise the company wouldn’t waste time and money pushing it on staff.

Op I’d much prefer your technique, and do vote with my feet. Do as they ask for now and start job hunting. It’s so not worth losing a job over.

There is nothing that annoys me more than being hounded in a shop. I know it’s their job but some of them are on you the minute you step over the threshold. I find it annoying beyond words and then just end up walking out. I wish management would understand this. I have noticed now in shops, that instead of just asking if you would like your receipt by email they are now asking if you would like money off vouchers by email. This happened yesterday and when I asked what the vouchers were the sales assistant had no idea!

I don't know if it was company policy but my parents bought a new bed recently and were annoyed by a sales person who kept bothering them, they waited for that person to be busy and went to another assistant to complete their order. YANBU to not want to behave that way, it would be interesting to see the wording of the performance plan.

I was going to guess Lush too!

It's so annoying! It's also such a browsable shop where it would be so lovely to mooch around alone and find your own stuff.

My dh works in sales and although techniques like this might get the initial sale he says that often the customer won't come back again. He just today had to deal with a customer who had felt pressurised into buying something by another sales person. He literally bought something so they would leave him alone. Luckily my dh business doesn't like theses sales tactics.

I think you're rather naive to assume they haven't monitored the effectiveness of their sales technique. It might make you uncomfortable. There might be lots of MNers saying they don't like it. But, companies are motivated by finances and this must work for them.

if this is Lush I had no idea. I'm aware of body shop doing it and as someone with anxiety and social issues this is horrific for someone like me.
I will however now be making sure I let the colleague help me just to make it easier for them from now on. I usually say no because talking to people is difficult for me. But if it stops them being harrassed by management to make it look like they're selling me what I would have gone in there for anyway then so be it!

I’m pretty sure pushy sales are just counterproductive. But when the big bosses see sales going down, they double down on the craziness and try to pressure customers even more.

From reading your OP I guessed Lush too. But could also be Mothercare. The one near me is a bloody nightmare.

I am boycotting Lush anyway because I don't agree with their recent media campaign, but I agree with the posts above.

The sales tactics must work. Market traders are generally quite vocal and not exactly shy, and they seem to be the ones who succeed, quiet ones don't. I have no idea why it works, I run a mile! but it obviously does.

OP, as cringey as it is, you can try to have a chat, remind the customer of a current sales or whatever event is going on, just be seen chatting away.

Actually, it's great that Lush has that approach. I only ever go in there to by the blocks of henna, and can never find it unless I find a shop assistant.

However, usually, I hate being pounced on by the sales staff, but now I know they're being pushed in to it by their employers, I will, politely, but firmly say no thank you. I won't be rude and I won't walk out of the shop. SIL works in retail. She's treated poorly enough by her employers without the general public adding to her misery.

no one had ever helped me at Lush! I had to ask for help.

This type of ‘customer service’ has me running from the shop. When alone I’m a bit of a nervous soul, and if I need help I’ll ask. If someone tried to push products or services on me that I’d politely declined, I’d walk back out. Lush is awful for this

The only way to stop this is for everyone to contact head office and complain. No point complaining to the store manager, they can't do anything about it. Instructions for retail staff to do this come from the top. When I was a retail manager, I hated doing it and hated asking my staff to do it.
We were sent "special offer" stock every week which we had to keep on the counter and staff were supposed to ask every single customer if they would like one. They called it suggestive selling. I used to get a phone call from my area manager every morning asking how many we had sold the day before. If she didn't think we'd sold enough, I used to get a rollicking and threatened with disciplinary action for poor performance.

YABU. This is exactly the kind of thing a performance plan is meant for.

But I totally understand how you feel. When I was young I had a waitressing job where they wanted me to be all friendly and chatty with the diners. I just couldn't do it because I hate that kind of service... I want to be left alone to eat my meal. I lasted two weeks and was miserable the whole time.

Life's too short to do something you hate. Start looking for a new job!

I have been into Lush on a few occasions. I am normally approached straight away and asked if I need any help. If I know what I want I ask them and they happily get it for me, if I say I am just browsing they leave me too it.

And I have never ever been ignored by sales staff at Lush having a gossip or staring intently at their phones like in some other shops. And the staff always serve you with a pleasant smile. Plus they are actively encouraged to make someone smile as I think each member of staff can give an item a day away to someone they feel might deserve it.

Is it a sofa shop that does finance? The one time I went in one I felt like I was in a computer game having to avoid the ‘baddies’! They were everywhere

I rarely go into the abody Shop but if I do I remember why I don't. It's a small shop so nowhere to hide and the staff won't leave me alone. If I do want help then they push too much. Last time they tried to tell me strawberry and some other weird thing smelt exactly like raspberry .

The only time a sales assistant did this to me I was 3 weeks post partum and so knackered and a bit confused that I just bought whatever she recommended while silently wishing she'd leave me alone... Spent approx £25 (though I was overseas, so different currency). I will never set foot in one of those stores ever again and haven't for 4.5 years. The thing is they were the only shop for miles that sold a certain thing so likely would've got loads of custom from me, but as it was I went out of my way to not go in there...

I thought Body Shop when I read this. I have to really want something to go in there

Those saying it must work, yes it probably does give a bigger % sale to customers through the door, but I doubt the analysis identifies the impact of non-returning customers who can't bear the hounding

I hate being harassed when shopping but I have been on the other side in retail sales and it's a pita. I developed my own way of greeting people. I only ever said good morning/good afternoon come on in wander round and if you need anything don't hesitate to give me a shout. It was the best compromise I could come up with as I wasn't allowed to just say hello or a simple greeting :( I found it awkward when people straight away replied I'm just looking or leave me alone but I persevered and it became normal for me.

Being harassed actually makes me want to get out there quicker and therefore less likely to browse and spend money.

One of the reason i will not work retail now.
I cannot go to lush anymore
And have to avoid certain boots and use superdrug instead as this puts me off.
If i need help i’ll ask.
Even when i say no people still follow me talking to me!
I’m nice as i know they have to do it, but it means i then avoid shopping there.

I thought Body Shop when I read this. I have to really want something to go in there
I haven't been in there for over 2 years because of this!