Shoppingislosing thepersonaltouch
Dear Editor
It’s a sad sign of our modern times that retail shopping in the high street is in decline.
Having worked and enjoyed 27 years of a 42-year working life in a well-known high street maternity and baby shop, Mothercare, I find it more than sad that this iconic chain store is, in common with so many others, disappearing from town centres and the shopping mall as more and more people forsake personal service in favour of the impersonal experience of internet shopping.
Our staff training taught us to provide a helpful and comprehensive service for the mother-to-be and her baby, not forgetting the father.
We regarded each and every customer who stepped into our store as a VIP to be given our best attention, our knowledge and advice at their disposal.
In the case of the expectant or new parent, we would start with the mother’s comfort and personal requirements, advising and where necessary demonstrate the baby’s needs - pram, cost, nursery choices, car seat, etc.
It was not just a recital from a staff training manual as we knew how important and special it all was for the customer and we considered it to be a pleasure and a privilege to, in a way, share the experience.
In subsequent visits, the mother-to-be would update us on her progress, tell us of her highs and lows and complain about the discomforts and inconveniences of her condition.
She would talk of her fears and of her hopes and plans and we would commiserate and encourage as appropriate.
And what a thrill it was when baby was brought in to say ‘hello’ for the first time in the pram and clothes which we had helped to choose.
It was a joy to work in that type of retail environment and how could it not be?
But now it seems that people no longer want personal, friendly, helpful service and that they apparently prefer to shop online thereby opting for an impersonal, unsympathetic and unhelpful non-service.
Maybe it’s an age thing but I find this perplexing and utterly incomprehensible.
Susan Prentice Alloa Road Causewayhead