A former Marks and Spencer employee has sparked discussion by outlining four types of customers he believes need to change their behaviour to improve the retail experience for workers. Monty, an ex-staffer, shared his insights in a candid TikTok video, highlighting how certain shopper habits can make an already demanding job even more challenging.
The Reality of Retail Work
Working in retail is notoriously tough, with employees constantly juggling multiple tasks simultaneously. From managing stock and operating tills to answering endless questions and handling sudden queues, it's customer service on what feels like "hard mode." Staff must maintain a positive demeanor even when customers dispute prices or ask for items that are visibly in front of them. The arrival of deliveries, malfunctioning card machines, and other unexpected issues only add to the daily pressures.
Four Problematic Customer Types
Monty identified four specific customer behaviours that he argues should be stopped, particularly because they negatively impact employees' lives and workflow.
1. Arriving Just Before Closing Time
One of the most frustrating scenarios occurs when customers enter the store mere minutes before closing. Monty expressed strong disapproval of this practice, noting that it prevents staff from beginning their closing procedures. Employees typically have a checklist of tasks to complete before shutting down, including cleaning, securing tills, locking doors, and finalising paperwork. Even a brief delay caused by a last-minute shopper can extend shifts unnecessarily, affecting workers' personal time and schedules.
2. Moaning About Pricing
While rising prices can be irritating for shoppers, retail employees have no control over pricing decisions. Monty emphasised that workers are simply trying to get through their shifts like everyone else and should not be blamed for cost increases. He also mentioned a specific annoyance at M&S Simply Food garage forecourts, where customers sometimes exceed their fuel amount by a single penny and refuse to pay the extra, creating unnecessary friction.
3. Oversharing Personal Details
Although friendly conversation can make the day pass more quickly, Monty grew weary of customers who overshared personal secrets and details. Retail workers often master the skill of appearing engaged while secretly feeling bored or overwhelmed. Monty clarified that his primary role was to earn wages, not to serve as an unpaid therapist, and he learned to force a fake smile to maintain professionalism during such interactions.
4. Dawdling at the Tills
Efficiency at checkout is crucial for keeping lines moving and respecting other customers' time. Monty advised shoppers to come prepared with payment methods to avoid delays. He pointed out that counting out exact change at the till is not always helpful, especially in scenarios where a customer's total is £5.46, they hand over a tenner, and then add 51p to receive a note back, complicating the transaction unnecessarily.
Broader Implications for Retail Etiquette
Monty's observations highlight broader issues in retail etiquette and the often-overlooked challenges faced by frontline workers. His insights serve as a reminder for shoppers to be more mindful of their behaviour, as small actions can significantly impact employees' stress levels and job satisfaction. By avoiding these four habits, customers can contribute to a smoother, more pleasant shopping environment for everyone involved.
