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A Tale of Retail: My First Year at Hastings

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It's been one year. On March 19, 2014, I had officially been working at the same place for a whole year. That place, which many of you entertainment buffs out there might actually know, whether from our physical stores or our website, is Hastings Entertainment. A lot has happened in my one year at Hastings. So much so that I felt like sharing my journey with you...

 

The Beginning

 

It all began when I moved into my parents' new place to get my life back in order after some crap with the last house of residence (something about rent, bills, people moving out, yadda yadda yadda). This was in August of 2012. I enjoyed having freetime, and I was finally able to do stuff on Game Podunk, but I needed a way to make an income. And while GP paid me at the time, it wasn't quite enough to make a living. So I applied, applied, and applied some more.

 

March came, and I didn't have a job yet. I remembered my sister telling me about this place called Hastings that she really likes shopping at. She told me about it months earlier of course, and while I knew of the place, the only time I entered the store was to sell a few games, movies, and books. But this was an entertainment store. It sells games and isn't a GameStop or a Walmart. This was the perfect place for me to work, I thought. So I applied.

 

It didn't take very long to get the call to come in for an interview. I entered the store at around 9 AM one Saturday morning with some black slacks, a dress shirt, a tie, and a pair of dress shoes probably. I met the store manager, who greeted me, asked me to take a seat, and began firing at me with questions. It was your typical interview - me telling her about myself and her telling me how they do things there - and I eventually was out the door and on my way to take a drug test. I was in as soon as the results came through.

 

Me, the New Guy

 

I was hired as a "Customer Service Associate," or "CSA" for short, and I was a little nervous on my first day, as this was my first real retail job, with the only retail experience I had being at the tiny market portion of the fast food/ice cream/grocery place I worked at prior. Of course, as I would later learn, most people are nervous when they first start working there.

 

And as I also learned, it gets easier. Inevitably, I got the hang of things; checking customers out at my register became a cinch, checking in rentals became a quick and easy task, and everything else from answering phone calls and paging other employees to making announcements and cleaning my area became a breeze.

 

Not everything became a breeze, however. There were certain goals we who worked at the front counter had to try and meet, and I was very much an amateur at all of them. Adding emails to customer accounts, signing up new members, and upselling our featured candy seemed simple enough, but I rarely met my goals for either of them.

 

Then there were reservations (like reserving games), which no customer ever did. And finally, there was this magazine subscription program where we offer to customers three subscriptions free for two months when prompted to. I got some numbers, but rarely met my goals.

 

And when it came to hours, I got the short end of the stick, working no more than probably 10-12 hours a week at first. It began to irritate me, but I figured I could at least write as much as I could for Game Podunk to pay for a few games here and there, as well as the occasional review copy. I began receiving more hours eventually, but it was no doubt not enough for someone to live off of if they lived on their own.

 

I Done Messed Up

 

But then there were mistakes made, some big, some small, and I would no doubt learn from them. The first time I got written up, I don't remember what it was for, but it was merely a verbal warning and wouldn't hurt me in any way. Just a learning experience, you know?

 

But then I got the real deal. When I got my first written warning, it was due to my drawer being over. And it wasn't just a few bucks, it was a whopping $20. It was then that I began questioning whether or not I should be working there and feared I may get fired before long.

 

But it only got worse. My second nonverbal write-up was for something I was not expecting at all. One day, soon after I began my shift, there was a paper we had to read and sign. It was about how we were not allowed to accept checks for gift cards.

 

AND GUESS WHAT I DID! That same shift, I was scammed. Two women had approached me with handfuls of Foot Locker gift cards. To make a long and embarrassing and I WANNA DIE story short, I accepted checks for gift cards that potentially lost the company over $1000 (I never really found out if the checks went through or not). Go me. And since this was the kind of job with a "three strikes, you're out!" type thing, I had one left until I was out.

 

It Got Better from There

 

But over the next few months, it got better, and I never got a single written warning since. My salesman skills became more refined, allowing me to do better at hitting my goals every day that I worked. I got more hours because I worked hard and was actually willing to go the extra mile.

 

When someone called in, I usually was the one who was called to fill that shift. When I was already working a shift and the person who came in after me called in, I agreed to stay and work a double. And when I got, erm, a bit intoxicated when my twin bro came to visit and hang out, I would agree to come in when called in early, even though I had about two hours of sleep and a hangover.

 

Then there was the thing with the magazine subscriptions (which we call "synapse"). Of all the goals I was able to reach, I became something of a synapse master. The normal goal is usually three, basically meaning you only had to get one person to get three. One day, I got 27. That same week, I had over 70, putting our store at #1 in the area. Coworkers began to have more respect for me and my growth as a salesman (I like to think, anyway). It may seem silly (because it kinda is), but synapse is important to the company. Plus, we get $0.25 for every one, so that's cool.

 

Me, the Heroic Manager

 

For all my hard work, willingness, and synapse numbers, something interesting happened. You see, after Summer had ended, we were down two managers, or if you want to be technical, we were down two "Counter Team Leaders." One had left to tend to her daughter after her babysitter sat on her couldn't help out anymore, and the other got a teaching job after graduating from college earlier in the year. Both had been replaced by new hires, but they wouldn't last.

 

One of these new CTLs left for a reason I never quite figured out (the jist is that she called the SM crying, and next thing you know, she's gone). The other just plain sucked at her job and requested to be demoted to a CSA. I must thank her for that. Shortly after she stepped down, I was called into the backroom to speak with the SM. I was offered a promotion. I accepted. From then on, I was a CTL, or if you want to be basic, a manager at Hastings.

 

A lot happened over just a few months, and I no doubt improved during my time there. I wasn't the only one who thought that, as was made most apparent during a meeting we had one Saturday morning. The meeting was, for the most part, about how we'd be handling ourselves during the holidays, as well as ways we can improve. But then we got to something I had never heard of - a title given only to a select few known as the "Hastings Hero." There were two awarded that title. I was one of them. You can check out the award itself RIGHT HERE.

 

The following few months weren't all that interesting. I saw new faces come and go, experienced my first holiday season, and occasionally had to deal with...the more unique customers. Overall, though, my first year at Hastings has been quite interesting, and after getting bumped up to full-time just in time for my anniversary, I can't help but wonder what my second year will have in store...

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"It sells games and it isn't gamestop or walmart" ill have you know both me and ciel enjoy our jobs... or at least i know i do lol.

 

Anyway nice reading your story, so your kind of a csm (customer service manager) now aren't you?

 

To be honest im very surprised they let that 1k mistake slide. I started working with the cash register about a month ago and it still makes me a tad nervous. Im always double checking and triple checking and calling csms in when i dont know how to do something. They kind of teach you the basics and release you on to the wild wanting you to learn on the fly lol. But everyone's nice so im ok with it.

 

Glad your a working hero hope you do even better this year.

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Very interesting read.  I kind of wish we had a Hastings near me but then again....I'd probably be spending more money if we did.  I do buy quite a few games and collectables from their website though.  Prices seem to change quite a bit there and if I keep an eye on things, I get some really good deals from time to time.

 

I have always thought working in retail could be a pretty cool gig...I'm not much of a people person though.

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"It sells games and it isn't gamestop or walmart" ill have you know both me and ciel enjoy our jobs... or at least i know i do lol. Anyway nice reading your story, so your kind of a csm (customer service manager) now aren't you? To be honest im very surprised they let that 1k mistake slide. I started working with the cash register about a month ago and it still makes me a tad nervous. Im always double checking and triple checking and calling csms in when i dont know how to do something. They kind of teach you the basics and release you on to the wild wanting you to learn on the fly lol. But everyone's nice so im ok with it. Glad your a working hero hope you do even better this year.

 

HOLY CRAP I FORGOT I DIDN'T REPLY TO THIS

 

*ahem*

 

Enjoy your job while you can. Eventually it'll start eating away at your soul.

 

I'm actually the rank below CSM. I'm technically a team leader, but in our store that's basically the equivalent of a manager.

 

Hehehe... Yeah... To be fair, though, it was a rookie mistake that I learned from, and now I'm a lot better at everything than I was back then. When I started out, I was new to retail, extremely nervous about everything, and almost positive that mistake would cost me my job. Live and learn, I suppose.

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