Why retail matters so much to me
Retail can sometimes have a bit of a bad reputation. As someone who’s worked in it from the age of 15 (yes, yes I count a Saturday job in Beckenham Library as retail) as well as hospitality, I remember saying that I’d never consider any other career… if only it weren’t for the rubbish hours, late nights, weekends, and (on the whole) pretty meagre salaries. But retail and hospitality have always been the industry I’m passionate about.
The thing about them both, is that when done well they are amazing. Memories are formed in meals, or that little shop you stumbled into in Hayes Valley in San Francisco. You buy things to gift, or to put in your home that remind you of a place. I’ve got a breadboard paddle made out of reclaimed wood that I bought in one of my top five shops of all time - when we can travel again, I suggest you go to Old Hastings and see if you can guess which it is… though you’ll be spoilt for choice.
My definition of a good shop, is one that you cannot leave without buying something. It doesn’t have to be a lot, even if I go into a gallery with pictures or ceramics that are not a spontaneous purchase, I’ll always buy a card, or a book, or a tea towel if I’ve loved looking. I’ve tried to have that same feel on the website (though appreciate it’s easier to close a tab on the computer than leave a shop!).
Shopping increasingly needs to become more than just buying something you need. With the failure of a lot of ‘High Street’ names it is time for small businesses to shout as to why people should shop with them, whether it’s online or bricks and mortar. The simple reason is, because as small retailers we are really, really passionate about what we do. Really, really passionate. As I’ve already mentioned, the hours are rubbish! You lose half your weekend! Why would anyone start a business in retail or hospitality if they weren’t passionate about it?
Customer service is something that I pride myself in. I make mistakes (sorry to break any illusions - I am just a mere mortal), and I’ll always put my hands up to them and put things right - which usually puts me out of pocket, but hey, I won’t make that mistake twice! Most of all though, I try to be here for questions and really KNOW my stock. See that’s the good thing about being the owner and buyer. I forge real relationships with the stockists and small business owners that I have on the website, and I can tell you (probably more than you want to know), about all of them. If I ever go on too much, just tell me to shut up (good service is of course listening as well as harping on).
For any of you who’ve followed my blogs pre-Jersey (nearly 5 years I’ve been here now! 5 YEARS!), I do - on occasion - hop up onto my feminist high horse. Because do you know what? Retail is sorely undervalued as a career choice. And why is that? Well I think that a lot of people hold part time roles with - I grant you - varoius degrees of commitment. And when jobs are seen as unskilled (retail is not, in my opinion unskilled.. there’s merchandising, evaluating stock, trend following, researching your stockists, accounts… it really is a well rounded choice). However, one of the reasons that retail so often gets forgotten about is that it is on the whole female dominated. And as we all know, jobs that offer (some) more flexibility such as retail, (but extend to care, nursing, teaching and are also hugely undervalued), and can be part-time or job shared are often left to women, who juggle it with childcare. For that reason, this amazing industry is often demeaned and poorly paid. And if you don’t pay well, then you don’t get the level of commitment and service from staff. It is - as they say - a vicious circle.
The last year has been brutal of traditional retail. As an online retailer, Harriet and Rose is in the very fortunate position to have been able to weather this particular storm. Do I miss shopping in person? The simple answer, is yes. I do a bit. But more than that I miss being away on holiday, or for a weekend back seeing friends in the UK and popping to London and finding some new shops (I miss Zara too, very much… and H&M… judge me, it’s fine). I miss picking up something small that reminds me of a lovely weekend, or a trip away. I miss that.
It’s easy to be disparaging about people who choose to make a career in retail and hospitality - somehow it’s valued less - but remember that it comes from a passion. It comes from the desire to give you something different, be that a token of a holiday, an original thoughtful gift, or just for you to have a lovely shopping EXPERIENCE. One thing that shopping is going to have to offer customers from now on to avoid losing out to the likes of Amazon (which for the record I am all for, for essentials and ease), is an experience. And to ensure they offer outstanding service. Because if they don’t….