In an age where online shopping is dominating the retail landscape, one might assume brick-and-mortar stores would strive to provide exceptional customer service to stay relevant. Yet, for many shoppers, the reality feels like the opposite. From indifferent greetings—or none at all—to employees who seem ill-equipped to answer basic questions about their own inventory, the deterioration of retail customer service has become a frustratingly common experience.

What Happened to the Basics?

Great customer service has always started with something simple: a smile. It’s a universal gesture of warmth and welcome, setting the tone for a positive shopping experience. Yet, for many shoppers today, even this seemingly basic act is missing. Employees often appear disengaged, indifferent, or even annoyed at the prospect of interacting with customers. This lack of enthusiasm leaves customers feeling like an inconvenience rather than the reason the store exists.

The decline doesn’t stop there. Product knowledge—a key part of effective service—has become almost non-existent in some retail spaces. Once upon a time, retail employees were trained to be knowledgeable about the products they sold, offering genuine advice and recommendations. Now, it’s common to hear the dreaded words, “I don’t know, you’ll have to check online.”

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Are Companies Giving Up on Training?

It’s tempting to blame employees for poor service, but the root of the problem often lies deeper. Many companies seem to have deprioritised customer service training in favour of cost-cutting measures. Here’s why this is happening:

1. High Employee Turnover: Retail has always had a high turnover rate, but with increasing burnout, low wages, and lack of career progression, companies are reluctant to invest in training employees who may leave within months.

2. Shift to Automation: As more stores introduce self-checkouts and AI-driven customer support, there’s a perception that human interaction is becoming less important. Unfortunately, this creates a vicious cycle where customers feel undervalued and employees feel redundant.

3. Focus on Efficiency Over Experience: Many companies prioritize speed and efficiency, often overlooking the fact that great service requires time and effort. Without proper training and empowerment, employees are left to fend for themselves, resulting in subpar customer experiences.

(The UK retail sector faces significant challenges, including high employee turnover, automation, and a focus on efficiency at the expense of customer experience. The British Retail Consortium reports an average staff turnover rate exceeding 50%, driven by low wages and limited career progression, which discourages investment in training. Meanwhile, automation technologies, such as self-checkouts and AI-driven support, aim to streamline operations but often leave customers feeling undervalued and employees redundant. Balancing operational efficiency with meaningful human interaction remains critical for UK retailers striving to maintain customer satisfaction and loyalty)

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Now from my resent visit to “Lush” A Tale of Two Experiences, The Highs and Lows of Customer Service

Due to the aftermath of Christmas and the so called sales 3 of us in the family went shopping, we visited Lush, a brand I’ve always associated with vibrant products and even more vibrant customer service. My visit, however, was a mixed bag, showcasing the best and worst of what customer service can look like.

It started on such a high note. As soon as we walked in, we were greeted by a fantastic welcome assistant who truly understood the essence of great service. She took the time to explain where everything was, making sure we felt comfortable navigating the store. What really impressed me was how she interacted with my daughter – engaging her in conversation and making her feel included, which added a lovely personal touch. She even encouraged us to ask any questions and assured us she was there to help. It felt genuine, warm, and set the perfect tone for what we expected to be a pleasant shopping experience.

Unfortunately, the experience didn’t end on the same note. When we reached the tills, the enthusiasm and warmth we’d felt earlier evaporated. The staff member at the checkout was distracted, scrolling on their phone when we approached. There was no eye contact, no greeting, and no parting words – not even a simple “Did you find everything you needed?” or “Hope you had a good visit.” It felt transactional at best, and honestly, a bit deflating after the warm welcome we’d received upon arrival.

As a customer, those little moments make such a difference. A simple smile or a friendly word at checkout can make the entire experience feel cohesive and leave a lasting positive impression.

Lush, I love your products and the ethos behind your brand, but I hope this post can serve as a gentle reminder that great service starts and ends with consistent customer care. From the welcome assistant who nailed it to the checkout experience that fell short, it’s clear how vital every team member’s role is in creating a memorable visit.

Here’s hoping for a consistently warm and inviting experience next time – from start to finish!

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Why Great Service Still Matters

While companies may view training as a cost, it’s an investment with significant returns. Customers are more likely to become loyal patrons of stores where they feel welcomed and supported. A simple smile, genuine assistance, and informed recommendations can create lasting impressions, boosting both reputation and revenue.

With online retailers offering convenience and competitive pricing, in-person shopping has to deliver something different: a human connection. Shoppers want to feel valued and respected, not just like another transaction.

The Path to Better Service

Improving retail customer service doesn’t require a complete overhaul, but it does require intention. Here are a few ways companies can rebuild their customer service culture:

1. Prioritise Training: Equip employees with the tools and knowledge they need to succeed. From product knowledge to conflict resolution, training can empower staff to feel confident in their roles.

2. Incentivise Great Service: Reward employees who go above and beyond to assist customers. Recognition, whether financial or verbal, can boost morale and set a positive example.

3. Foster a Positive Work Environment: Employees who feel respected and valued are more likely to pass those feelings onto customers. Addressing workplace concerns and offering fair compensation can make a world of difference.

4. Reintroduce the Human Touch: In an era dominated by automation, human interaction can be a retailer’s greatest strength. Encourage employees to connect with customers on a personal level, creating a sense of community and trust.

Retail customer service may be struggling, but it’s not beyond saving. Companies that invest in their employees and prioritised the customer experience will stand out in a crowded market. At its core, great service is about making people feel seen and appreciated—and that starts with something as simple as a smile.

If retailers want to thrive in the modern age, they need to remember this fundamental truth: People don’t just buy products—they buy experiences

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