When did you last walk into a shop and feel truly valued? Poor customer service is a deal breaker. Polite, well-trained, and knowledgeable staff can transform shopping trips into experiences that online cannot provide. And while I know it isn’t every young person or staff member, this generation of Gen Z retail assistants certainly leaves a lot to be desired. This weekend my experiences were shocking.

A diffident Gen Z-er recently told me that my favourite jeans brand no longer stocked the colour that I’ve bought forever, which I promptly went home and bought online! We walked into a trainers store, ready to part with my cash on a specific pair, but endured such reluctant service – dropping boxes at my feet, no eye contact, no “please” or “thank you”, shrugs about other sizes – that we walked out… More here. (requires a subscription or access to Apple News+ to read)

I see this level of poor customer service all of the time, from assistants of all ages, and it really does annoy me. It must lose the retailers a ton of money and also pushes more people online.

However, maybe if the retailers paid better salaries and gave employees a ‘career’ with a reason to make a real effort things would improve.

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