If you work in retail or are yet to finish your Christmas shopping, resilience is key.
The silly season started early November promoting Black Friday Sales and Cyber Monday. Last weekend has been a shopping frenzy. I personally have managed to complete all my Christmas shopping and survive the craziness of it all.
Did I do all my shopping online? Only a little bit!
My retail experience
The in-store experience is my preferred way to shop. It might have something to do with how I’ve shopped growing up and that I just physically need to see the items and check them over before I purchase. I don’t have the patience for repackaging, returning parcels via post and waiting for the exchange to come in the mail.
Back in my university days I worked on the shop floor for a major retailer. Yes, it was a long time ago!! But some things in life don’t change like leaving Christmas shopping to the last minute.
Personally, I’m happy to be organised this year, I’ve spoken to so many people who still haven’t started their Christmas shopping. The shopping frenzy will continue.
Thinking back to my days working in retail, customers would enter the store flustered after battling for a car parking spot. They had a list as long as their arm and it was a last-minute rush.
With a well-staffed department, we had salespeople on the floor helping customers with questions and two people working each register. Unheard of today, but DIY payment registers were not around back then. Technology was not as efficient as it is today.
I still remember the rhythm of those long 12-hour shifts. Some customers would brighten my day with their kindness, while others tested my patience with frustration and anger. It wasn’t always easy, but the resilience training I received gave me the confidence to handle complaints calmly and to know exactly when to escalate issues. What made the biggest difference, though, was the team around me. On the floor, we looked out for each other, stepping in when someone needed support and making sure no one felt alone in the tough moments.
That experience taught me more than just customer service. It showed me the power of empathy.
That’s a Wrap
This holiday season, if you are one of those rushing around at the last minute, be kind to the retail staff. They are doing their best.
As a retail employer, I place resilience training for staff on the same level of importance as product knowledge. When the New Year arrives, take time to reflect on how the team handled pressure and what you can do to improve. Watching them grow stronger through challenges reminds me that resilience isn’t just about surviving tough moments. It’s about building confidence, supporting each other, and preparing to thrive the next time the pressure is on.
Happy shopping.
