Week 3: Task 3 - Reflection Models

The Experience:

It was a relaxing Sunday afternoon at work (Sportsgirl). I was told by my manager to let every few customers know that there was a further 30% off sale items to drive up sales a little. And to her request I did. 

"Just letting you know that there's a further 30% off the sale price on that one!" I would say to the customer rummaging through the sale racks. 

"Thanks" was the usual reply I would get, usually in a dismissive tone, but fair enough. I never enjoyed being hassled whilst shopping anyway. 

I had become used to this response and so was extremely surprised to hear this response from a customer after I had told her about the promotion. 

"Well, it would be nice if you actually stocked my size!" she replied aggressively. 

"Oh, well what size were you after?"

"Either a 14 or a 16; but it seems that no stores stock these sizes anymore and frankly it disgusts me. It's as if you don't want us bigger ladies to wear your clothing because you're too 'cool' for us now."

"That's really not the case mam. It's just with the sale stock, we aren't able to restock it with the sizes that have sold out if we have no more in our stock room. It's just unfortunate that with some particular styles, the larger sizes sell out faster."

"Look, Sportsgirl needs to get with times. Australia is getting bigger and you guys need to stop discriminating and start selling the appropriate sizes."

"Well, are there any styles that you are particularly fond? I could check our stock room for you for the sizes you were after."

"No, look I'm done with this brand. It's just disgusting that you think fat people don't look good in your clothes. I've had it." 

The customer stormed out of the store angrily and I was left speechless at how quickly that situation escalated. 

Reflective Cycle - Gibbs

1. Description - what happened?

Read "The Experience" 

2. Feelings - what were you thinking and feeling?

At first I was quite shocked. Her initial reply really caught me off guard as I was so used to hearing a generic reply. This I think caused me to utter out words that didn't sound as understanding as I should have replied. I think also because I am so passionate about eating healthily and sharing that knowledge to help the people around me, I was quite offended when she had said that Australia was getting bigger and so the company had to adjust according to the size of the customer. As she was saying that, in my head I was thinking "well, shouldn't you be trying to get yourself into a healthy weight range instead of everyone else adjusting because of your bad food choices." That sentence I think really got to me because I don't ever want to see the day we start selling sizes 18 and 20 in mainstream stores because that would cement to me that being overweight is becoming the norm. 

3. Evaluation - what was good and bad about the experience?

It was good that I got to experience an extreme customer because I was able to debrief with my manager and she taught me ways to deal with such situations. In a way it was also somewhat of a case study so that my coworkers would also know what to say in the situation. It also showed me the perspective of an overweight person trying to find trendy clothes. It would be even harder to fit in if they were only restricted to certain brands due to their size. This could contribute to a plummeting self-esteem which in turn can cause them to overeat even more. 

I know that I do not handle confrontation very well, so naturally I was quite cautious with the customers for the rest of the day. The customer did not get a good customer experience in the store, which I understand isn't entirely my fault, but I had the opportunity to make it better and I didn't. 

4. Analysis - what sense can you make from the experience?

If I put myself in the customers shoes, I would've felt the same amount of anger if I could never find anything that was in my size. If I were to be told I could only wear a certain type of clothing because of my size I would be severely offended so I do understand where she is coming from upon reflection. 

5. Conclusion - what else could you have done?

It the time I was not as understanding as I should have been. I was too busy thinking that the store should not be promoting an unhealthy weight by stocking large sizes. I have now realised that this is a very unrealistic and skewed view. I should have told her that this was good constructive criticism that I could pass onto the head office for her, as at the end of the day, if our target market is getting larger, so should our sizes. 

6. Action Plan - if it arose again, what would you do?

If the situation arose again I would definitely use more understanding words. I would also try the best I could to find styles that she liked that were available in her size. After reflecting on this experience I've realised I need to put myself in other people's shoes before I make a judgement. 

Atkins and Murphy (1984)

1. Describe the situation including feelings and thoughts. 

Read "The Experience"

2. Analyse feelings and knowledge relevant to the situation. 

At first I was extremely shocked by her reply as I was not expecting such a forceful response. I was also really offended that she was so definite on her statement saying that Australia was getting bigger since this is something I am passionate about changing. I think in effect, this was why my reaction to her was less understanding than it should have been.  

3. Evaluate the knowledge

I now understand that my reactions were really insensitive to how the customer must have felt. Yes, being overweight is not ideal, but not being able to find clothes that fit you is not okay. I am so blessed to have the freedom to wear what I like and I can not imagine how it would feel to be restricted to only certain types of clothing just because of my body shape. So this was definitely an enriching experience as I now know to put myself into other people's shoes in a confrontation.

4. Identify any learning

I have now learnt to be more understanding to customers who cannot find their sizes. If this were to repeat throughout every store I go to, I too would be extremely angry and I would therefore blame it on the higher demand for this size. So I completely understand why she would bring it to my attention that stores are always running out of larger sizes very quickly.

5. Awareness of uncomfortable feelings and or thoughts. 

I am aware that I need to push my thoughts and opinions aside when dealing with customers and to be more compassionate. I will never know where the customer has come from or what the customer has been through, so to not be judgemental from now on is something I will do whilst working. 

The more effective model for me was the Gibbs. I felt like the steps in reflection allowed me to delve further into the reasons behind my actions. I felt I had a better understanding of the situation after my Gibbs reflection.