Shop Talk

I've been minding the store at Moss & Daughters for over two months now. There is a bit of rhythm to the days, but no rhyme or reason. It's dead when you think it will be busy and busy when you expect it to be slow. The best day we've had so far was one of the 49er playoff days. That was one screaming Saturday. A woman bought enough gifts to last for a lifetime of weddings. Or maybe she's like Lucy who is attending eight weddings in two years - five of them as part of the bridal party. Waves of weddings. 

The last playoff day and, of course, the Stupid Bowl itself were really slow. There can be a morning lull or a morning rush and vice-versa. One day I sold nothing for the first four hours but ended up with a good day. Only four customers made purchases, and oddly enough, they were all in the store at the same time. Before and after - nothing. 

I have discovered a few ways to make sure we get busy. One method works every time. Try to close. When I  start bringing in all the outdoor items, the shop is so crowded you can barely move around. Inevitably, a customer will appear. Intent on buying something, they're oblivious as they step over baskets and around flower carts. More than once twenty-five percent of the day's business has been transacted after closing time. 

It's fascinating to see the way people shop. The most money is spent by customers who are in the store for the shortest period of time. The turbo shoppers. They'll cruise through the store with impressive efficiency, loading items onto the counter with barely a glance. Pay, bag it up and done. If you didn't have the charge receipt you might think it never happened. A shopping mirage.

Other types of customers are more work. Like the serial returner. There are the 24 hour approval junkies. They shop, make a choice and bring it back the next day. It could be an oil painting or a lamp. The same people keep going to different shops. They buy. They return. Most people are somewhere in between. They browse, they find something they like and then they buy it. Normal people.  

Some people don't buy. They just touch. One day a woman started at one end of the shop and worked her way through, compulsively touching everything within reach. I was so fascinated that I just watched her. At one point she turned and made a comment about it. She hoped it was okay that she was touching things. I smiled that fake "the customer is always right" smile and assured her it was fine. Of course she touched everything but bought nothing.

Other customers don't JUST touch, they rearrange. They'll pick something up and put it down in a slightly different place. And then there is the bull in the china shop. One lady had such a flowing poncho that she knocked over a glass piece and it broke. These things happen. You've seen those "you break it, you bought it" signs. It's not really true. You're not going to charge a customer for something they broke by accident. The store eats it.

I love to watch the couples. Our shop is a little feminine and can make certain men kind of squirmy. Manly men. I try to steer the guys across the way to the antique store where there's more to entertain them. It doesn't always work. Then they can really interfere with the shopping process by looking bored, sighing or overtly nixing every potential purchase. Some women deal with their guys directly. One lady sent her husband to wait in the car. Another one told him to wait outside, like a dog. I thought I heard her say, "sit" and "stay".

Other men are much more cooperative. They just whip out the charge card no matter what. It's all good. Wrap it up. We'll take it. She wants a candle that costs $120? She wants a large, paper mâché Rhinoceros? She wants it shipped to Los Angeles? Done. I love these guys. No muss. No fuss. Decisive, authoritative. No over thinking or buyer's remorse. That's the way to spend money.     

I don't expect all customers to make purchases. It's an experience. Sometimes you just want a little fantasy, an escape. A bit of inspiration. Sometimes you feel like crap and you just want someone to talk to for a few minutes. A lot of people are lonely and need to feel a human connection. Some customers are killing time. Others are breezing through and have no time. 

What surprises me most about my job isn't what I do. It's what I don't do. I don't use a computer. I don't read or write anything but sales slips. I rarely talk on the phone. I unpack shipments, price product, feed the fish and tend to the plants. I sweep the floor and tidy up. I see people I know. One of our customers was Lana and Allie's first grade teacher. Mostly, I chat with people. 

I don't worry about work when I go home. Nobody expects me to be on call 24/7 like when I sold real estate. It's peaceful and you can't beat the commute. Five minutes if I drive, ten by bike and twenty to walk. Every day is different. There's a lot going on with the restaurant - special events and photo shoots. Come by if you're ever in the neighborhood and we'll talk. Shop talk.