THE MOUSE THAT ROARED

The newspapers and Mary Portas are on a mission to save the High Streets and preserve "reality" shopping; predicting that we shall shortly become a nation not of shopkeepers but of "clickers". Due to the economy, the recession and, indeed - lack of interest, the experience of shopping will fade into oblivion. Waiting in line to pay will be replaced by waiting at home to receive goods ordered on-line.

As a shopkeeper myself ( I have owned a children's shop in Ebury Street for a decade) these are my thoughts: If governments want to keep shops going they have to address rent issues. No landlord that I know of ever puts rent down, or links it ( like some do in America) to profits. Rates are extortionate. Getting rid of commercial waste at the end of a working day costs a fortune. The rise in VAT has made a massive difference. Most Independent shop owners like myself are passionate about what they do. They put their heart and soul into their business, often foregoing their own wages in these troubled times just so they can keep going. It is totally dispiriting. Independent shops do not benefit from the advantages of chain stores, for their stock cannot be shifted from one end of the country to another. You have to rely on your taste and that of your customers when ordering. You have to be confident you are selling what it is people want to buy. Get it wrong; and you are buggered. The only thing small shops have to offer is service. For  Diana (my shop partner) and myself everyday is a new challenge. We try to make Semmalina-Starbags as inviting and as seductive as we possibly can, and will go out of our way to assist customers. We give old-fashioned, personal service.
Most High Street shops don't have this advantage. Staff are transient and the incentive to serve and serve well is minimal. Big chain shops are bound up in ridiculous rules - you "can't" buy the coat you want in the window even though it's the last in your size, as "company policy" does not allow goods to be removed from the window. Why? Why not? I've never understood ridiculous rules like this. In America a member of staff would willingly risk life and limb to undress a mannequin if it meant selling the garment. British shop staff seem to fall into three distinct categories: They either Serve and do it extremely well - Waitrose/Peter Jones/M&S/lots of small boutiques and bookshops spring to mind,  Stalk - and here I'm going to name-and-shame - The Gap, French Connection, ALL beauty departments, or else they Slack and just pointlessly mooch about and shrug when you ask for help, seemingly taking pleasure if something is out of stock ( Sainsbury).
We have to tackle this retail problem at ground level. Lobby councils and landlords, train staff properly and above all, take pride in what we do.
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