Retail can be a tough industry.

From labor shortages, high turnover, and evolving customer behavior, it can feel like every day is an uphill battle. 

We’re here to help!

At Cheesie’s Pub & Grub in Chicago’s Lakeview neighborhood, owner Chris Johnston has remained successful in tough times by embracing teamwork, organization, and customer connection. 

From serving late-night crowds to keeping the energy up during peak hours, Cheesie’s has mastered the art of retail hospitality.

Read on to learn Chris’s six tips for working in retail.

1. Focus on Customer Relationships

Johnston recognizes that Cheesie’s success comes from its customers. He believes in putting people first, and that philosophy carries throughout every facet of his business. Like his team members, Johnston prioritizes customer relationships, ensuring each customer feels welcomed and valued. 

If you’re looking to better your customer relationships, try these tips: 

• Greet customers the right way. Acknowledge them as soon as they enter the door, make eye contact, and always have a warm tone. 
• Get to know your regulars. You can start by asking about their favorite menu items or striking up a friendly conversation.
• Make small but meaningful gestures. A simple greeting, a remembered order, or a personalized recommendation can turn a one-time guest into a loyal customer.
• Stay professional. Address customer concerns and focus on solutions rather than reacting emotionally.

Remember that customers don’t just remember what they bought; they remember how they felt. How you interact with customers will make or break their decision to return. 

2. Master the Art of Handling Difficult Customers

When working in retail, you’re bound to encounter difficult customers. With late hours, Cheesie’s often serves difficult customers who are excited, exhausted, and sometimes impatient. Johnston emphasizes that most upset customers just want to be heard. His approach? Staying calm, acknowledging their frustration, and finding a way to resolve the issue without escalating tension.

If you’re still struggling to reach difficult customers, try repeating their concerns back to them. A simple “I understand that [insert situation here] is frustrating. Let’s figure out how we can fix it.” can calm them down and show them you care. This, coupled with empathy and practical solutions, will turn a difficult customer into a happy one! 

3. Stay Organized

At Cheesie’s, efficiency is everything. During late-night rushes and peak hours, employees need to move quickly to meet customer demand without sacrificing service quality. To make things run smoothly, the team stays organized by anticipating customer needs and maintaining a structured workflow. This allows them to interact with customers without feeling overwhelmed.

Looking to stay organized? Try these tips:

• Follow a daily checklist. A structured list of tasks will help you stay on track. 
• Keep essentials stocked. Whether it’s extra napkins or your store’s best-selling items, make sure you’re always ready.
• Clean as you go. Keeping your area clean prevents chaos when things get busy.
• Use labels and storage systems. Clear labeling makes it easier to find what you need. 

When everything is organized, you’ll spend less time scrambling and more time focusing on what really matters: customer service. Plus, demonstrating strong organizational skills can show your managers that you’re reliable and capable of handling more responsibility. 

4. Know Your Products Inside and Out

How well do you know your products? One of the most valuable tips for retail workers is understanding your products so you can confidently assist customers. The menu at Cheesie’s is built on creative comfort food, featuring signature sandwiches and rotating limited-time options. 

The team familiarizes themselves with the menu to help customers make informed choices, suggest fun add-ons, and keep Cheesie’s operations running smoothly.

Knowing your products well makes all the difference, even if you’re not in the restaurant business. Ask yourself questions like: 

1. What are the best-selling items? 
2. What ingredients or materials are used? 
3. Are there any special features or benefits customers should know about? 

Answering these questions confidently will make you a trustworthy resource amongst your customers and team, leading to more sales and a better brand reputation. 

5. Bring Energy to Every Shift

Retail can be exhausting, so it’s important to stay positive! In fast-paced environments like Cheesie’s, having a positive outlook and energy can set the tone for an entire shift, affecting team members and customers alike. Chris Johnston knows this all too well. He believes, ”The food always tastes better when it’s being served by someone you like.”

Staying positive during long shifts can be hard, but here are a few tips to get by: 

• Start with a positive mindset.
• Keep yourself engaged and productive to maintain momentum.
• Find the fun in your work!
• Take breaks so you can relax and recharge. 

Customers respond to positive energy, so do what you can to keep your energy up. It’ll go a long way! 

6. Support Your Team

Strong teams make retail success possible. It might be cliche, but Cheesie’s team members are like family, doing their part to ensure the restaurant runs smoothly and effectively. That wouldn’t be possible without Chris Johnston, who believes in truly caring for his people and knows that a strong, connected team leads to better customer service.

If you notice a coworker struggling, do what you can to help. Supporting them can make a huge impact on your retail environment. This could be anything from restocking a shelf to covering a shift or assisting a customer. Ultimately, these gestures will create a space of community and camaraderie, making your job easier and more enjoyable.

Conclusion 

Retail can be challenging, but learning to work efficiently, staying positive, and building customer relationships can set you apart. By applying these seven expert-backed tips for retail work, you can feel more confident in your position and turn every shift into a growth opportunity.

Whether you’re aiming for a promotion, looking to improve your customer service, or simply want to enjoy your job, these tips for working in retail will help you make the most of your retail experience.

We Are Retail is committed to highlighting Illinois’ diverse and dynamic retailers. If you loved learning about the story of Cheesie’s Pub & Grub and know a retailer who deserves recognition, Nominate A Retailer!