What a disaster. I can't fathom working in a customer service industry and walking by customers not saying hi. I get it, you have projects and tasks to complete, but with any retail store no matter the vertical, the customers are the number one priority.
(That was my first visit)
My second visit was for the Ray Lewis book signing. And that too was a disaster. You could tell they didn't have a solid plan, as they were changing things on the fly. They had roughly 150 in the store snakes in between there rows of book shelves. This made it VERY inconvenient for customers coming in not for the signing to shop.
Id also be concerned about their disability compliance. I saw a gentleman in a wheel chair struggle as he couldn't turn around a few fixtures in the back by the magazines. Clearly not complaint.
Anyways, they had one employee triage the line telling us how to have the book opened for Ray to sign it. Then. Another employee came around about 20 mins later telling us to do it differently! Holy cow.
Finally, you had to "collect a ticket" to enter the line. Hilarious! No one ever asked or even took our tickets. And I witnessed many many people walk on through the yogurt entrance and just slip in line with their friends.
I hope this management team really sits down and takes a look at this signing. While it was awesome meeting my favorite player, it was a huge miss on their part for achieving a high level in customer service.