I'm a painful customer. As the owner of a Mystery Shopping company, I have a good idea of what retailers are looking for in staff.
So imagine my horror when I saw 5 staff in a camping store, all busy NOT helping customers. I was shopping for a foldout camping bed. My wife had already done the internet research but we had to test the comfort.
There was a staff member in the area we were approaching. As soon as he we entered, he left. I watched him and he very busily moved around the store stocking and tidying shelves. Another staff member was doing the same, and three were at the (same) cash register talking and putting stickers on stock.
In the meantime, the 15 customers in store were left unattended.
I may have bought that bed with some help, but the lack of attention gave them no chance. Everyone was busy but the sale was lost. I am a buyer looking for a seller.
I see this in my Mystery Shopping company all the time. It's just more real when you see it for yourself. And now the sad news. They are a company who told me the don't need Mystery Shopping. Really?
This behaviour can be fixed. But first, quantify the problem.