Hairstyles and Attitudes

I had a hair cut in Stratford yesterday (thanks Indi, fine work as usual). This alerted TCMT that I would be in the vicinity of Lakeland, a shop where she used to work and which purveys several products which we never knew we needed until we got them but now can't live without. She gave me a list. I asked for a translation. It's not a fault it's a feature. TCMT2 will cross her Ts.

And so it came to pass that I entered the shop, having arrived fifteen minutes early for my haircut, calculating that I had enough time to buy the three listed things first.

I am familiar with the layout of Lakeland and claimed the kettle descaler bags and medium sized rubber gloves within seconds. The lens-cleaning wipes were harder to track down and, although it feels like an admission of defeat, I approached the counter and asked for help. A woman of about sixty, five foot three, bobbed grey hair and large glasses pointed to the boxes three feet from my right hand. I felt an idiot but TCMT later told me that they kept them on the counter because they are a best-seller.

Hold the description of the assistant in your head. It will be important later.

Lakeland try and have sales staff that match the customer demographic. If you imagine you are selling to a sixty year old woman you won't go far wrong. I'm sure they enjoy the men who come in and see it as a badge of honour to find the stuff like a treasure hunt rather than seek help. Maybe they run a sweepstake on how long it will be before we ask.

One customer profile is a grey haired, not-unattractive woman who gives off vibes of Baroness or Mrs Something-in-the-City. This woman is used to having staff and knows how to treat them. She will never search in the store for that might suggest an interest in the stock. No, she will walk through the door, adjust her dress for the new environment, and announce her presence by shouting 'clingfilm' or some such product. She will then wait for someone to jump. They'd better.

Apparently it is worth being nice to such people who may, on a whim, choose to buy air-fryers for all their family for Christmas.

Back to my story. Satisfied that I had all the products on my list and had correctly identified any necessary deals (two for one, buy one get one free and an email every day for life) I went back to the counter and brandished my purchases. There are normally questions about loyalty here but TCMT has the Lakeland card so I said no. I was spending about £15.

'If you get the app today you get 10% off' said the kindly woman. (Ten minutes to hair appointment now.) I succumbed.

I scanned a QR code (how rock and roll am I) and went through the process. It was surprisingly easy and I reached the last stage when a message proclaimed 'Your new card will appear here - it may take a few minutes.' (Seven minutes to hair appointment.)

I read the sentence back to the assistant who looked at me as if I was the sort of person who read things aloud in shops. I went on to explain that I needed to be next door in five minutes and could I proceed without the discount. Another gormless look.

A voice from behind me said 'Are you ready now?' I turned round. Sure enough the assistant who had been serving me had wandered off to do some other task while she waited for me and had been replaced behind the counter by another woman who was clearly different but would have matched the same description precisely. Neither may have been sixty. As you can gather I don't pay much attention. I'd been drinking with a friend for an hour once when he cracked and asked if I was going to ask him about his black eye. At that point I noticed it.

Wrongs righted with a 'What am I like' and assistant A returned and my new loyalty card appeared on my phone screen. I made some comment about being glad to get the discount when assistant B told me that it only applied to purchases over £30. I didn't speak but managed to incarnate all the disappointments of my current life (medical, financial, West Brom's run of results) into a single look and assistant A folded. I got the discount. I paid the bill. I arrived at my hair appointment on the dot.

Somehow the whole process reminded me of the church at Failand which, when I arrived in the team in 2006 had fifteen members average age 75. When I left sixteen years later having observed or taken several funerals for the congregation it had fifteen members average age 75. It was as if there was a deal that every 65 year old in the village had to join the church when an 85 year old died. 'Come on Mavis, your turn now.' It worked. Also, they paid their parish share. Or maybe the baroness paid all of it.

If you fit the description, apply for a job at Lakeland. It may be your turn. Today we discovered we had run out of Moth Off, or whatever it is called now. I may need to go back.

Come to think of it the second one may not have had glasses.