Last October, I joined the legion of unemployed white-collared workers in the quest for what has become one of the more prestigious minimum-wage gigs: Retail Sales.
As Q3 drew to a close and corporate postings began to fizzle, so did all hopes of my nailing a six-digit salary by year-end. Contrary to the corporate hiring cycle, retailers were entering their primetime hiring season with the impending holidays. Yet what was once considered the ultimate shoe-in job was now a position for which seekers actually had to compete thanks to retailers shedding close to one million jobs since the economy began its nosedive in 2008. Not wanting to lose yet another prospective job to being labeled “overqualified”, I dumbed down my resume and drew particular attention to my having once worked at Neiman Marcus. And just like that, all the educational accomplishments and professional accolades I accumulated the past 15 years vanished with a mere “Save As”.
Going in, I had two requirements of my new temporary place of employment:
- It needed to be located nowhere near the lunacy of Northpark Mall.
- It didn’t require writing an essay about why I wanted to work there and what “exceptional customer service” means to me.
Restoration Hardware and Banana Republic met both these requirements. And after a combined total of 17 minutes worth of interviews, I heard the sweet words that eluded me for the past several months: “We’d love to offer you the position.”
To clarify, that’s “we’d love to offer you the position” period. Not “we’d love to offer you the position” dot dot dot, “however we have decided to go with another candidate who better met the qualifications of this job.” And for the first time in a long time, I could once again exhale.
I took immediate pleasure in the smaller perks retail had to offer. I came to genuinely appreciate the unexpected liberation I felt clocking in and out each day, accomplishing the undemanding tasks that were asked of me, and being held accountable for no one’s job performance but my own. No longer would the company’s success ride on my ability to create and execute a multi-million dollar marketing campaign that needed to resonate with hundreds of thousands of prospective customers. Instead, all that was required of me was to smile and help people find what they were looking for. And I didn’t need an MBA to do that.
I enjoyed making a positive contribution to society and helping to better peoples’ lives by tapping into my God given gift of fashion and design savvy. Take Josh for instance, a buff 30-something who ventured in to Banana Republic one day in search of a pair of pants. His handsome face was screaming to be rescued from a body hopelessly stuck in the ’80′s by way of an oversized button down tucked into white washed front-pleated jeans. When asked what kind of pants he was looking for, he uttered what any fashion-challenged straight man would say: “Whatever’s fastest.” Channeling my inner Tim Gunn, I selected some relaxed-fit dark denims and paired them with a jewel-toned long sleeve knit shirt that complemented his striking blue eyes quite nicely.
“Is my shirt really supposed to be this tight?” he asked as we both admired his biceps and deltoid muscles peaking from behind the curtain of the clinging waffle-knit textile. “Well of course it is,” I replied while patting down the wrinkles strategically located around the pectoral area. “Why else would you spend so much time at the gym… as you obviously do?” And with my heart-felt compliment, Josh flashed a bashful smile and took the whole ensemble along with matching accessories.
Another retail perquisite I enjoyed was being surrounded by the gays. There’s just something about gay men that makes each passing day so happy, joyful, and well… gay. I remember arriving early on my first day at Resto. With time to spare, I walked through the store taking mental notes of the product details I would soon be responsible for committing to memory. As I ran my fingers through the silver sage Plush Throws and Foot Duvets, my gaydar detected an Asian sales associate sashaying his way towards me. With hand on hip he paused a few feet away from me, staring me up and down like the popular cheerleader sizing up the new girl at school. I struck a pose showcasing my best angle. He praised my suede faux fur-lined boots and I applauded his impressive effort at Euro-chic. And with this swift exchange of mutual admiration, Joey became my new Gaysian BFF and I his go-to Fag Hag.
Then there’s the lovely Brian, a co-casualty of the Great Recession of 2009. We bonded one day as we lamented over our being way too smart and pretty to be unemployed and boyfriend-less. With elbows perched on the turn-of-the-century St. James dresser and fists under our chins, we entertained ourselves by playing the Who would you date at Resto? game. Ignoring the nearby pile of unfolded towels beckoning our attention, we exchanged stories about our fabulous imaginary future lives with our fabulous imaginary future boyfriends – only to scatter like roaches at the site of our manager doing his “figure eights” throughout the store. We made a pact to recycle the lemons of 2009 by making lemonade in 2010. In fact, Fuck the Lemons. It’s All About the Lemonade. would be our new million-dollar slogan for a t-shirt to be worn by Ashton Kutcher and published in Us Magazine. It was decided. This would be our year.
Joey, Brian, and the other wonderful co-workers I bonded with made me realize just how much I missed having friends in the workplace. In my climb up the corporate ladder, I was forced to choose between managing people and befriending them. In the business world, the two are mutually exclusive as having to reprimand a friend for sub-par job performance presents an undesirable layer of HR challenges.
Each day I took pleasure in participating in petty bitch sessions about poor management practices. If truth be told, I didn’t completely subscribe to some of the issues we vented about. Coming from the corporate side, I understood implementing mandates that, while unpopular with the people, were created for the greater good of the company. Yet time and again I witnessed good customer service falling victim to unbending corporate policies, thus the catalyst for many of the complaints. And let’s face it. The sport of taking jabs at the few managers who steadfastly adhered to the most ridiculous of these policies — with no rationale other than “because Corporate says so” — was way too fun to not join in. Ironic, given that Flexibility is one of the company’s supposed core values.
Take, for instance, the company’s policy on zoning. Each zone (or area of the store) is to be manned by at least once sales associate at all times. This means that if a customer asks you to help them in lighting and you’re stationed at bath linens, you either get someone to cover you or pass the customer off to another sales associate. Makes sense, right?
But imagine starting a conversation with a customer who excitedly shares their story about how they’ve finally begun renovating their home, what color schemes they’ve selected, which rooms they want to do first, and so on. You’ve spent 15 minutes developing a bond with this customer and you’re both excited to get started on the hunt for every item on their design wishlist. You walkie for someone to cover you, to which you receive no answer. You call again. Silence. You look around to see your co-workers occupied with their own customers. So you take the initiative to personally guide them throughout the store and thereby provide them with the exceptional customer service your company touts.
The manager, who was nowhere to be found the first two times you called for reinforcements, magically appears with a white-knuckled grip on his red clipboard and decries that he “just can’t have people leaving their zone like this!” And in the midst of this public display of utter frustration, the earpiece connected to the manager’s walkie tumbles to the floor as if demonstrating that it too has had its fill of noncompliant employees.
The customer looks at you with disbelief and non-verbally asks, Is he serious? You look back at your customer with irritation and non-verbally reply, Serious as a heart attack.
Then there’s the promotional messaging. **Sigh** As a marketer I can appreciate a company leveraging its employees to deliver details of the latest promotional initiatives. It’s a cost effective way to get a consistent message out to pre-qualified customers. I get it. But some of these scripts really made me wonder if they were contrived by a mean-spirited Corporate marketing team looking to entertain itself by coming up with ridiculously bad messages to see what jackass would actually comply. My personal favorite:
Happy holidays, and thank you for calling Banana Republic West Village where we’re giving away two free movie passes for every $75 you spend in the store. This is Christina, how may I help you?
Now try saying that 50 times a day without wanting to strangle yourself with the phone cord. Really, Corporate? Really??
While working the cash wrap, there was a secret game I used to play in my head with customers I saw being helped by Carole, the one African American sales associate in the store. When they claimed to not remember her name, I would probe for more information and ask for a description. Without fail, these customers would identify her with a long-winded monologue combining elements of her location, height, hair color, background, and apparel – all laced with a compliment. The exchange would go something like this:
ME: And who was helping you today?
WHITE CUSTOMER: Oh, it was a really beautiful young lady in the back of the room over there by the towels. She was wearing a cute pink sweater, grey pants with silver hoop earrings, and had really pretty dark brown shoulder-length hair. She said she was from Oklahoma.
All that just to avoid having to say “African American”.
I was equally entertained by the occasional political incorrectness to which I was exposed. One day during our 15-minute break, a co-worker was venting to me (and rightly so) about having to clean the bathrooms as part of the morning shift. In her sweet southern drawl she confided, “I just don’t understand why they don’t hire Mexicans or Asians to come in the middle of the night to clean this store. There are so many of them who would be more than happy to do that job for $5 an hour.” She uttered this to me with the innocence of Bambi, somehow not comprehending the irony of my being an Asian who is oftentimes mistaken for a Mexican.
I reveled in stories like this which never seemed to happen under the protective shield of the Corporate HR umbrella.
When I accepted my fate as a retail sales associate just a few months ago, I did so with the mentality of surrendering to defeat and taking a giant step back in my quest for success. But in a serendipitous turn, I came out of this experience with new friends, memories, and life lessons I would forever cherish.
I met people like me whose corporate careers were thwarted by the tanking economy. In spite of the significant cut in pay, they approached their retail jobs grateful for even having them and with the same dedication they once gave to the corporations that kicked them to the curb.
I met moms who endured 30 hours of physical labor each week to be able to purchase Christmas presents for their school-aged kids.
I met people who already achieved their career aspirations of being in retail management, and who had the ability to manage and motivate their staff better than any managers I’ve ever had in my 15 years in the corporate world.
I encountered 70-year old couples still in love and looking forward to remodeling the home they purchased in 1955; and young couples learning to merge their design tastes in decorating their first home; and gay couples building their new home with the hope that they could one day share it as legally wed.
I was given a reason to get out of bed and get dressed every day instead of sitting on the couch in my pajamas watching The View, Martha, Ellen, and Oprah.
On top of all this, I was eligible for time-and-a-half – something I haven’t received since I was 24. And every dollar counted towards building my nest egg for the big move to LA.
While I would never have expected to say this, these past three months were a gift for which I would be eternally grateful. Now more than ever, I am a believer of the old adage that there’s a bright side to every dark situation. Having said that, I have a solid grasp on the sobering reality that my situation could still get worse before it gets better. Yet I feel prepared, and even excited, to tackle the arduous challenges that lie ahead of me.
I’ll be hitting the road to LA next week with the hope that my beloved home-away-from-home will be good to me once again. I put my condo on the market and sold almost all my belongings. And for the first time since my college years, everything in the world I own fits in my car. I’ve imposed a six month deadline to find a job, do the things I loved doing most, and reconnect with friends and family I’ve so dearly missed these past several years. If at the end of this time I still find myself without full-time employment, I will return to Texas and start all over again. Who knows, perhaps I’ll even fulfill another lifelong dream and try my hand at New York. As I continue to write the chapters of my life, I do so with a renewed sense of faith that it’s just a matter of time before things turn around – not just for me, but for all of us.
After all, it’s 2010. And it’s all about the lemonade!