Scroll Mode, All-Black Uniforms, and the Disappearing Luxury Experience

I recently visited the Houston Galleria—one of America’s premier luxury retail destinations—and left with more questions than purchases. As I walked through storied brands like Fendi, Ferragamo, Zegna, Louis Vuitton, Nordstrom, and Neiman Marcus, I expected a polished retail experience. Instead, what I observed was a widespread display of disconnection.

Roughly 90% of the sales associates I saw had their faces buried in their phones. Not tucked discreetly away. Not used briefly to check a message. Fully engrossed. In boutique after boutique, salespeople stood motionless, heads down, scrolling. I paused outside several stores just to observe how long it would take for a salesperson to look up as a customer walked in. The answer? They didn’t—at least not until the customer was right in front of them. Only then would the associate flinch into action, awkwardly pocket their phone and attempt to shift into engagement mode.

And I kept asking myself: "Why do owners and managers allow smartphones on the sales floor at all?"

But there was something else just as unsettling: "What is with everyone wearing all black?"

There once was a time when sales associates in luxury retail looked the part—elegant, refined, and sharply styled. They were the embodiment of the brand they represented, visually extending the essence of the products and wearing the fashions they proudly sold. Today, the uniform has devolved into a sea of black—black tops, black pants, black shoes—indistinguishable from the security guards stationed at the store entrances. In fact, several times I wasn’t sure whether I was looking at a retail associate or a loss prevention officer. Of course, many would argue that black is timeless, professional, and non-distracting. Maybe for waitstaff in a restaurant; I don't buy it for high-end retail.

When did this monochromatic look become the standard? When did luxury abandon its sense of visual identity and texture on the sales floor?

Luxury retail is supposed to feel different. The experience is meant to be curated, intentional, and elevated. When customers walk into a high-end store, they’re not just buying a $2,500 handbag or a $4,300 suit—they're entering a world. Every element of that world should communicate excellence, beauty, refinement, and care. That includes the first human interaction—and the first visual impression.

Today, both are often disappointing.

Before smartphones took center stage, sales associates were trained in eye contact, body language, and the nuance of presence. They didn’t wait for the customer to initiate contact—they welcomed them proactively. They were brand ambassadors who looked the part, storytellers, stylists, and service experts. Now, many have become spectators of a screen, dressed in corporate monotony, disconnected from the magic of the moment.

We’ve traded warmth for passivity. Style for sameness. Attentiveness for distraction.

Luxury isn't just in the product. It's in the experience. The moment someone steps through the door, they should feel like they’ve entered something special. But if that experience begins with a distracted glance and a bland uniform, the magic is lost before it ever begins.

Retail leaders, it’s time to ask the hard questions. And more importantly, it’s time to reclaim what luxury really means. It’s time to re-elevate the art of the personal touch. The smartphone can wait. The customer should not.

Fred Reggie is a Business Strategist and Coach specializing in Service Culture Development, Leadership, and Communication. He facilitates successful Mission Development workshops and retreats to elevate client brands. He is the author of the soon-to-be-published book “Tell Me - How to Initiate and Nurture MEANINGFUL CONVERSATIONS with Anyone, Anywhere, Anytime”. You can contact Fred through Email , connect on LInkedIn, or schedule a call to discuss how your company Service Culture measures up. Click here to be notified when the book will launch.