JOHN ROLFE: ShopTalk

Customer service takes many forms

Copyright © 2006 Blethen Maine Newspapers Inc.

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Q: Did you have retail experience, before taking this job?

A: No, not really. In the far distant past, I taught radiologic technology at Mercy Hospital. And I was the development director for Catherine McAuley High School, from 1986 to '94 or so, and then development director and communication person for the Sisters of Mercy here in Portland.

Q:Would you call this a job?

A: Well, there are seven of us on staff at the shop. And a corps of volunteers numbering almost 70. It's everybody working here who make the shop special. We couldn't operate without our volunteers.

Q: Are you paid?

A: We are paid.

Q: And getting rich ...

A: The richness comes in other forms. We have the opportunity to serve people, and to share a camaraderie.

Q: Who also works there?

A: We have a mix, of alumni from Cathedral, parents from McAuley, and students, and people through word-of-mouth - some of the gals will say to someone, "why not come and see what it's like?" So we also call them the friends of the shop.

We've also had students from the high school and from St. Joseph's College come in and spend time.

Q: And the money goes to McAuley - to the basketball program?

A: It goes into scholarships and other needs the high school has. I don't believe athletics is one of those needs!

May I just say, though what we do for Catherine McAuley High is measurable, what we do for our customers is beyond measure. Some come several times a day, perhaps for sociability. Many come in daily perhaps for a kind word, a hug, a warm smile or to ask for a prayer for a deceased loved one, a sick child or their impending surgery or health crisis.

Q: What do you sell?

A: Clothing, toys, housewares, linens, curtains, books, puzzles, small appliances like lamps, furniture ... We take anything except the big items like refrigerators and stoves.

Q: Have you thought about moving to a larger place?

A: Well, we are where we need to be for the people we want to touch.

Q: Meaning -

A: The people within this area who have the ability to walk in here. People, I don't want to say poor, but people who need us to provide quality merchandise at affordable prices. That is really our mission.

Q: When did the store open?

A: In February of 1994. Actually when I was doing development work at McAuley, this was one of the things I started. And then I took the (development) job at the motherhouse. And when an opportunity opened up here, I thought, "why not?"

Q: Do you ever have any trouble in the store?

A: We've had a few situations here, and I hope we've treated the people involved with restraint and dignity.

Q: Have you had to call the police?

A: As a last resort. Sometimes customers will come in and say there are panhandlers outside, so they're afraid to come in or leave. But it's not an everyday occurrence, and not that serious. If you respond courteously with everyone, you get the same response back. A gentle firmness moves them on.

We do have some men volunteers. Although I don't think most people realize that we are sisters in here. There are three of us on staff, and two are volunteers.

Q: How much money does the store bring in?

A: Last year it brought in over $180,000.

Q: You must have grown over the years.

A: I would say so, definitely. It tends to go up about $10,000 a year.

Q: Do you have busy seasons, like any store?

A: Yes, yes. Right now, January, is slow. It's really busy in the summertime and over the holidays - I think it's busy all the time! We're always busy out back, pricing and getting things ready.

Q: Who are your customers?

A: I'd say the focus is the Portland-area ZIP code. We get them from Buxton ... up the coast, from Freeport or the Rockland area, when they're in town. Kennebunk, Norway, Augusta ... Last week we had one from Connecticut and one from Vermont. And during the summer, people from the ships. I think they come in when they're in the area, and then some of them keep coming back.

The people who come and go through here are a microcosm of the people in the area. We get professionals in here, some doctors, medical students, you know ...

Q: As manager, what do you do?

A: A little of this and that. Everything. Try to recruit volunteers, do furniture pickups, select (merchandise), price ... Everything one would consider part of retail.

Q: How many hours a week?

A: Um, I work supposedly 40 here - I think it's a little bit longer.

Q: Where does the merchandise come from?

A: It's all donated. We have wonderful people come in. It comes from estates, people moving, downsizing, and so on.

Q: How do you price things?

A: Well, the previous manager, Judy Anderson, who was here a number of years, pretty much set the prices, and they seemed to work. If something's not moving, we adjust accordingly.

We also sell on eBay. We have a couple of friends who appraise anything unusual when it's processed, and they determine whether it's good for eBay or the shop. We looked for another outlet for things that would appeal to a narrower market, and sell for more than they would here, and eBay seemed to be appropriate.

Q: Does stuff do well on eBay?

A: So far, we have not done a lot on it. It's been only a matter of months. One of our staff people, Cheri Chalmers, does the eBay. It takes a lot of time.

Q: What user name do you sell under?

A: Good Cause Thrift Shop.

Q: What have you sold?

A: Oh, I should have Cheri answer that one ... It's primarily vintage. A couple of dolls ... jewelry, dishes ...

Q: There seem to be a lot of thrift stores around. Are you in any sense competing with them?

A: Oh Lord, no. Actually with Goodwill, when we purge our clothing, they pick it up to rag it or process it. They have that ability, where we don't. And we don't have the space to keep it.

Q: Are there any drawbacks to the work? What would you change if you could?

A: I just wish I could do more in a day than I can.

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