Have you ever walked into a retail store and thought, “Yikes, I hope my shop doesn’t look like this?” We’ve all been there. Store owners sometimes get so caught up in day-to-day operations that they overlook things that are probably less relevant to their most loyal customers.
But you know who does notice? Your new shoppers, who are not afraid to turn on their heels and walk right out. And they don’t return to explain themselves; they tell their friends. (Looking at you with the locked-up cases, CVS!)
I recently asked a bunch of retailers about their pet peeves when visiting other stores. The responses were eye-opening, to say the least. One was truly in shock at all the things other retail owners noticed.
I’m unpacking the top 17 things that make retailers – and customers – cringe when they walk into a store.
1. The “Please Don’t Touch” Syndrome
Ever feel like you’re in a museum instead of a shop? Penny Milligan hit the nail on the head when she said, “Signs posted everywhere ‘Don’t Touch,’ you break…., blah blah blah drives me crazy.” I get it; you want to protect your merchandise. But plastering “You break, you buy” signs all over the place? Your fears are just asking customers to keep their hands and wallets to themselves.
Cause: Fear of damage and loss. It often stems from not trusting your customers because one time it happened. Did you charge the customer in the moment or let it pass?
Quick Fix: Remove those signs and train your staff to engage with customers. If you have delicate items, display them safely rather than relying on intimidating signage.
2. The Ghost Town Effect
“Inconsistent hours. Poor employee accountability. Bad customer interaction.” Deanna Wallin from Naples Soap Company nailed it with this trifecta of retail nightmares. Nothing says “We don’t really want your business,” like showing up to a closed store when it’s supposed to be open.
Cause: Lack of structure and accountability in management.
Quick Fix: Stick to your posted hours religiously. If you need to change them, update all your online listings and create one clear, professional sign.
3. The Dust Bowl
Kristin Poppa-Rosel pointed out something that should be obvious but – apparently – isn’t: “Cleanliness- it costs zero money to dust something and pick up garbage.” Amen to that! Dirty windows, cobwebs, and dust bunnies the size of actual bunnies are guaranteed customer repellents. And how about the leftover tape from holiday decorations or the faded promotion from the 1990s hanging yellowed over a brand-new item?
Cause: Getting too comfortable with your surroundings and not seeing your store through fresh eyes.
Quick Fix: Set up a daily cleaning schedule. Have your staff take turns doing a “customer walk-through” at the start of each day. Better yet, enter through your front door, not the back. You’ll see what we see.
4. The Hovering Helicopter
Annika Benitz Chaloff mentioned a biggie: “When the salesperson hovers. It makes me feel unwelcome, especially when I’m with my child.” On the flip side, Christina Stolaas pointed out the opposite problem: being asked if you need help the second you walk in the door. Both come from a desire to be helpful, but without training, it’s like fixing a car engine with no mechanical knowledge – you might accidentally cause more harm than good.
Cause: Poor training on customer engagement techniques.
Quick Fix: Train your staff to acknowledge customers with a greeting, then give them space. Teach them to read body language when customers need assistance. Check out my SalesRX+ to fix this quickly and, once and for all, improve your team’s ability to provide timely, effective customer service.
5. The Clone Wars
Angela Boyd Zerinsky Simon brought up a frustrating issue for small-town retailers: “If one store starts carrying a line and does really well with it, then every other store hops on the train and the market becomes so saturated that no one does well with it.” I have to say in the old days you could blame the sales representative, but with so many retailers being able to buy directly from Faire, it would be next to impossible to protect a territory.
Cause: Fear of missing out and lack of originality in product selection.
Quick Fix: Focus on curating unique products that align with your store’s brand. Build relationships with suppliers who offer exclusivity agreements. But also remember, this probably gets under your skin more than customers. Remember, they can buy anything you carry online, so just be glad you have good lines.
6. The Cardboard Jungle
Kelly Graham Flores summed it up in two words: “Handwritten signs.” Nothing screams, “We don’t care,” like hastily scribbled notes taped everywhere. It was cute in farmer’s markets or vintage stores, anywhere else it looks cheap.
Cause: Laziness or thinking that a quick handwritten sign is better than nothing.
Quick Fix: Invest in printer that can print what you need onsite and create a template for professional-looking signs that match your brand aesthetic.
7. The “I Can’t See You” Invisibility Cloak
“Employees paying more attention to their phones than the shop in general or customers specifically,” says Glenella Kelley. We’ve all seen it – staff huddled behind the counter faces illuminated by the glow of their smartphones. They think they can’t see us, but they’re wrong.
Cause: Lack of engagement.
Quick Fix: Implement a clear policy on phone use and lead by example. Give staff designated break times for checking their phones. Train the party is in the aisles, not on the phone.
Longer term Fix: Employees need voice lessons on how to talk to strangers. That’s where SalesRX+ can help you.
8. The Money Hide-and-Seek Game
Suzanne Leimer nailed a common frustration: “Having to find someone to give your money to and a sloppy checkout counter.” Nothing kills a sale faster than a customer who is ready to buy but can’t find anyone to take their money, especially when it could be done on a tablet or phone. Restaurants are also slow to adopt a QR code checkout, which would increase tips and customer satisfaction.
Cause: Poor staff scheduling and lack of attention to the checkout area.
Quick Fix: Always have someone assigned to man the checkout. Even putting a bell is a start so customers don’t feel invisible. Keep the area clean and organized at all times.
9. The Mood Lighting (or Lack Thereof)
Cassie Turner made a subtle but important point: “Bad lighting!” It’s too dim, and your store looks gloomy. It’s too harsh, and it feels like a hospital. With LED lighting, there’s no excuse for too few lights or those cheap fluorescent pigtails sticking out of track lights.
Cause: Overlooking the importance of proper lighting in creating ambiance and showcasing products.
Quick Fix: Invest in quality, adjustable lighting. Move from just a bunch of ceiling lights to a mix of accent lighting fixtures to create a more intimate and welcoming atmosphere.
10. The Gossip Central
Michele Ann pointed out a big no-no: “Talking bad about other shops to customers. It makes the community as a whole not look good.” Remember, a rising tide lifts all boats. But we love to complain so just make sure it is kept in the backroom if not at all.
Cause: Insecurity and misguided attempt to make your own business look better by comparison.
Quick Fix: Foster a community-minded approach. Collaborate and celebrate other local businesses instead of badmouthing them.
11. The Bathroom Nightmare
“Icky restrooms,” says Susan Elizabeth Harris. Need I say more? A dirty bathroom can ruin a customer’s entire shopping experience. Read more here.
Cause: Neglecting areas that aren’t directly related to sales go unnoticed.
Quick Fix: Include bathroom checks in your regular cleaning schedule. Stock them well and fix any issues promptly.
12. The Political Soapbox
Sandy Lu mentioned a touchy subject: “Staff talking about politics.” Nothing divides customers faster than unsolicited political opinions. It’s one thing if everyone agrees, but that is doubtful on your sales floor.
Cause: Lack of professional boundaries and training on appropriate workplace conversation.
Quick Fix: Implement a policy on discussing sensitive topics at work—train staff to steer conversations back to neutral ground and avoid joining in.
13. The “Not My Problem” Attitude
Kevin Kuharic wisely noted, “Thinking their problems are caused by outside influences, instead of understanding it is their responsibility to find solutions.” Blaming external factors for your store’s issues is a surefire way never to improve. I can’t tell you how many times I’ve heard salespeople, managers, and owners blame online, a competitor down the way, a new store opening, the weather, or, or, or. A can’t-do attitude gets you nothing.
Cause: Fear of taking responsibility and lack of problem-solving skills.
Quick Fix: Adopt a proactive approach to problem-solving. Encourage staff to bring positive solutions, not just excuses.
14. The Clutter Explosion
Roxanne Tart mentioned several issues, but this one stood out: “Store supplies and cleaning supplies in view.” Your stockroom isn’t an extension of your sales floor, folks. I had a $200 dinner at a local restaurant atop a hotel and had to look at their damn cleaning closet left open to reveal a yellow pail, mops, and all sorts of cleaning bottles. These items can frequently be left on a rack or the cash wrap in a retail store.
Cause: Lack of proper storage solutions, poor organization, and poor training.
Quick Fix: Invest in proper storage systems and implement a ‘Return to Original Location’ policy. Emphasize that task completion includes proper cleanup. Remember: A job isn’t truly finished until everything is back in its place.
15. The Smokescreen
Another gem from Roxanne Tart: “Employees standing out front smoking or working inside and vaping.” Nothing says, “We don’t care about your health or comfort,” quite like a cloud of smoke at the entrance. In some states, this is illegal, but it also signals, “Nothing is going on in the store. I’m bored, and you will be too.”
Cause: Lack of designated break areas and clear policies on smoking/vaping.
Quick Fix: Create a designated smoking area away from the customer’s view. Implement and enforce a strict no-smoking/no-vaping policy in customer areas.
16. The Fee Frenzy
Bill Atkins mentioned a growing trend that annoys many: “Charging a 3% merchant fee on top of the sale.” While processing fees are a reality, passing them directly to the customer can leave a sour taste. Nothing says “petty” like hidden fees made public.
Cause: Offset costs without raising prices.
Quick Fix: Build it into your pricing structure instead of adding it at checkout.
17. The “We’ve Always Done It This Way” Syndrome
While not explicitly mentioned, this underlying issue ties into many of the problems above. Refusing to adapt or improve because “that’s how we’ve always done it” is a fast track to irrelevance.
Cause: Fear of change and complacency.
Quick Fix: Regularly seek feedback from customers and staff. Read your online reviews. Listen to customers as they walk out the door. Stay open to new ideas and be willing to experiment with improvements.
Wrapping It Up
Wow! That was quite a list. But here’s the thing – every single one of these issues is fixable. They boil down to three main causes:
1. Not looking at your store with fresh eyes every day
2. Not caring enough to make changes
3. Lacking the retail management skills to implement improvements
The good news is that now that you’re aware of these common pitfalls, you can start addressing them in your store. Remember, retail is a game of being brilliant at the basics. It’s not about being perfect—it’s about constantly striving to improve your customers’ experience.
So, walk through your store tomorrow with these pet peeves in mind. What do you see? What can you improve? Your customers – and your bottom line – will thank you for it.
We are pleased to mention that the author Bob Phibbs aka the Retail Doctor (who has contributed to BRA with outstanding articles like this one and so many others that we have reposted over the past few years) has also contributed to BRA monetarily. We value his relevant retail insight and encourage you to learn more about his offerings by clicking on the following link to his website: www.retaildoc.com
– Doug Works, Executive Director BRA
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