Working in retail in the early ’90s, I remember walking into a well-known department store at Montgomery Mall during the peak of the holiday season. The store was busy with shoppers, racks were full, and the energy was buzzing.
Suddenly, the shoe department manager called out over her microphone:
“Customer needs assistance at the boot table.”
Within moments, someone was there to help.
Back then, customer service in retail was simple. Customers had questions, and trained employees were there to answer them.
Fast forward to today, and shopping often looks very different. Most purchases happen with a click of a button and a hope that what arrives actually looks like the picture online. Even when you visit a store, it’s common to see only a cashier or someone stocking shelves. If you have a question, you may have better luck Googling it or downloading the store’s app than finding someone who has the knowledge or training to answer it.
So what happened to good customer service in retail?
Is it the loss of human interaction in a world consumed by technology?
Or are large companies focusing so heavily on their bottom line that they’ve forgotten what created that bottom line in the first place—the customer?
Of course, it’s not always fair to blame the employee standing in front of you. Many times, I wonder if they’re simply victims of neglectful management. Are they expected to “just know” what to do without proper training?
It sometimes feels like pride in our work has faded in many places. (Though I can think of three big companies that still get it right.) Good work ethic and genuine customer service shouldn’t be the exception.
Interestingly, retail experts are now predicting a shift this year—a return to more engaging shopping experiences.
Honestly, many of us who have worked in retail for years can’t help but think… we knew this all along.
When you walk into a small, privately owned boutique, chances are you’ll encounter someone who truly cares about your experience. Someone who appreciates that you chose to walk through their door.
Small businesses thrive on relationships, not just transactions.
In front of my mobile boutique, Stella, there’s a sign that reads:
“It’s more than a boutique. It’s an experience.”
And that’s exactly what we strive for.
From the creative vibe of the merchandise to the music playing inside, every detail is intentional. I know the story behind every curated piece and, of course, every one of my own handmade bags. My goal isn’t just to sell something—it’s to make you feel welcomed, appreciated, and hopefully remind you of a time when customer service was genuine.
Because at the end of the day, great retail isn’t just about products.
It’s about the people who keep it going — the customers.
