Pretending You Care: The Retail Employee Handbook

Everything all the actual reviews of this book are spot on with Norm's account on retail. The only negative reviewers I can conceive not liking this book are thrives, customers too far from reality, and the whiner type of co-worker he mentions in the co-worker chapter. (Oh and we can't forget corporate on that list. I work retail and Norm knows the sad truth. I really hope everyone in this country reads this atleast once, or even teach it in schools especially with student work/training programs)

To start, I'm a supervisor at a certain chain department store. For a while now, I've intermittedly thought that I should write a book about all of the illogical/hilarious/stupid things that happen in the semi-bizarre world of retail. Then I discovered that Norm Feuti had already written it. I adore it. This book magnificently (and honestly) lambasts every aspect of working in retail. Some of the more striking sections include Customer Types (such as the Displacer, who was evidently looking for a black V-neck sweater, as evidenced by the fact that there is now one in the bedding section, the shoe section, the toy section, the candle section, and the hardware section); The Stockroom (where one can hide when an insistent customer demands that you look for a lamp that has been out of stock for three years); Corporate (who would like to know why you have not filled that display with the specified merchandise despite the fact that that particular merchandise has been sold out for two weeks), and Christmas (at which point you will not only hire new people, but also be forced to cut payroll, which means that you can hire people but not actually invite them in to work). Of course, sprinkled throughout the book are the comics from the strip "Retail" and also Horrible Customer Stories, which are of course always a delight, so long as they are happening to someone else. I found myself yelling "Yes!" at various points thoughout this book (which is admittedly not something I am normally prone to doing). In short: if you work in retail, or if you are struggling to find a present for someone who has been afflicted with Retail Employment, this book would almost certainly be appreciated.

What a great find, I've been in retail over 20 years and it is fantastic to finally find a book that highlights the horrors of dealing with customers and companies expectations that are beyond what people in "real jobs" could ever handle. If you work retail, this is the book for you.

Wonderfuly funny book about life in retail. The author also writes the comic strip "Retail", which is consistently outstanding. I'm hoping for a compilation book of the first years strips soon. Keep up the good work, Norm!

I became of fan of the Retail comic strip a few months ago, and instantly loved it. I got this book thinking it would be a collection of strips, but it's actually a real guide to working and surviving in the retail world. For anyone who's worked in retail before, this book is a must read. You'll recognize everything, the good, bad and ridiculous. For those who haven't have the "pleasure" of working in retail, you probably won't believe some of the stuff in here, but sadly, all of it's true. I can't recommend this enough, especially with the crazy holiday season that's starting. It might just help you get through the day.

I started with high expectations for this book. I was a fan of the Retail comic strip and assumed that it would be mostly a collection of comics with a few "retail hints" thrown in. But no, this is a full blown retail manual (with comic strips as illustrations). And it is AWESOME. Beyond my wildest expectations. Here is why: 1) If you have ever worked in retail, you will feel like this book completely understands you. He rants about the "customer is always right" mindset and how it is actually training people to be insufferable jerks. 2) This book has detailed practical advice, and it isn't sugarcoated. He tells you how to get hired, fake product knowledge, deal with each specific type of problem customer, prepare for the visit of the district manager, and come up with a customer exit strategy so you can actually take a lunch break. There is even one part where he writes out some good phrases to use if, as a manager, you ever have to write a B.S. "action plan" on how to increase sales. He suggests keeping a couple of action plans on file so you don't actually have to do the work when the time comes. The district managers don't read them anyway. 3) It is hilarious. If you have ever worked in retail you need to own this book. Norm Feuti will be your hero too.