SINGAPORE — Shopper Linda Chua expects retail staff to be on their feet when customers like herself enter a shop.
“ should come forward and ask whether the person needs any assistance. This is called service,” the 56-year-old, an insurance agent, told TODAY.
Agreeing, Ms Grace Tan, the director of household kitchenware retailer ToTT Store, said: “It is natural that when you see someone sitting, you feel that they are not providing you with the attention that you want.” Other companies TODAY approached — such as FairPrice and DFI Retail Group, the parent company of Guardian pharmacy chain — also said that they have no such policy.
However, the shoppers' sentiments are different when there are no customers in the shop, with almost all the respondents saying it is acceptable for retail workers to be seated in such a scenario. About 67 per cent also feel that it is okay for retail workers to be on their phones or chit-chatting with co-workers when no customers are around.
According to NTUC LearningHub’s Industry Insights Report 2022 on Retail, more than two in five retail workers plan to leave the sector in 2023, based on a survey of 200 workers. A 34-year-old retail assistant at a pet shop, who declined to be named, said that it is an “unspoken” rule for her to stand for the duration of her 10-hour shift at the store.
The cashier, who works from 9am to 6pm, said that she experienced knee pain for two weeks in October last year as a result.She was given five days of medical leave and painkillers by the doctor. She said that she continues to experience soreness and self-medicates. TotTT’s Ms Tan said that of its three stores, two of them, which are located at Suntec and i12 Katong, have cooking studios where retail staff can have their meals and rest if there are no on-going cooking classes.
Over at furniture store Scanteak, there is no dedicated break room for staff in most of their stores, said the company’s chief executive officer Jamie Lim. Scanteak’s Ms Lim said it would be tough for retail companies to afford a dedicated sitting area, which could cost up to S$20 and S$30 per square feet. A 100 square feet break room, for example, would cost as high as S$2,000 to S$3,000 a month.
Although the floor space set aside for staff could be converted into additional fitting rooms, for example, she said that the company has intentionally set aside space for staff as it prioritises employee welfare. Describing her job as tiring, Ms Tan, who has been a retail worker for six years, said she has precious little time to eat and usually has to stop midway during meals to serve customers.
For example, he had encountered customers who insisted on goods exchange even after the label of the item had been removed. The company does not allow any exchange once the label is gone. Ms Lim of Scanteak said that while her company used to get between four and six “suitable” applicants weekly, the figure is now down to one or two.
Since last year, the company has also paid its retail staff more than their regular monthly salaries for working during the festive peak season. This year, staff will receive 10 and 20 per cent more than their monthly salaries for working during the festive period. This has helped to attract more temporary and part-time staff, said Ms Yilyn Tan.
With most customers expecting retail staff to be attentive, efficient and well-informed in product knowledge, standing on the retail floor leaves “a positive and welcoming impression” on shoppers.Ms Au noted that besides allowing employees to sit during duty hours, companies can also provide vouchers for transport or meals, for example, to improve staff morale and retention.
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