I’m en route to London and am bracing myself for the reality of ‘the nation of shopkeepers’
London shopkeepers’ best intentions to deliver great customer experience are challenged under the weight of the massive demand. With this volume of customers to serve, there’s no time for the personal touch.
And from a shop workers viewpoint, why bother? It’s a constant anonymous flow of customers and tourists you’re very unlikely to see again.
I’ll soon get used to this, lower my service expectation and be delighted if I even get a hello at the checkout. When your sights are set so low, it’s amazing how little is required to make a difference.
In New Zealand, good sales staff will greet you with a smile, look you in the eye and seem genuinely interested. Often you feel like you are the only customer in the shop or on the phone, you have their attention and it even seems personal.
When returning to NZ from a global metropolis I really notice our hometown advantage, and it takes some acclimatising. “why are they so interested when I’m just buying the milk?”
I’m already looking forward to the first few trips to the shops on my return.