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Shoppers, workers clash over post-pandemic expectations

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More than two and a half years later in a world yearning for normalcy, many workers are fed up and don't want to go back to the way things were. They are demanding better schedules, and sometimes even quitting their jobs altogether.

As a consequence, many businesses still haven't been able to resume the same hours of operations or services as they continue to grapple with labor shortages. Others have made changes in the name of efficiency. For instance, Walmart, the nation's largest retailer and private employer, announced this past summer it doesn't have any plans for its supercenters to return to its pre-pandemic 24-hour daily operations.

IHOP says a vast majority of its locations have returned to their pre-pandemic hours and some have even expanded them. But others have indeed cut back.

The changes are creating a disconnect between customers who want to shop and dine like they used to during pre-pandemic times and exhausted employees who no longer want to work those long hours — a push-pull that is only being heightened during the busy holiday shopping season.

"Nobody is winning," said Sadie Cherney, a franchise owner with three resale Clothes Mentor boutiques in South Carolina. "It is so demoralizing to see that you are falling short on both ends."

But for every frustrated customer, there is a frustrated worker. Artavia Milliam, 39, of Brooklyn, New York, is a visual merchandiser at H&M in Times Square. She said she spends more of her time helping out on the sales floor than updating the mannequins because of the shortage of staff.

"It can get overwhelming," she said. "Everyday, I encounter someone who is rude."

More than half reduce hours

Across all industries, the average number of hours worked per week per worker totaled 34.4 hours in November, unchanged from February 2020, according to the Bureau of Labor Statistics. But for the retail industry, it slipped 1.6 percent to 30.2 hours per week during the same period. Hours worked at restaurants were down by a similar amount in October, according to the most recent data.

Meanwhile, the National Restaurant Association's most recent monthly survey of 4,200 restaurant operators conducted in early August found that 60 percent of restaurants reduced hours of operation on the days they were open, while 38 percent closed on the days they would normally be open compared to right before the pandemic. And a report published by food and beverage research firm Dataessential showed the average U.S. restaurant as of October was open around six fewer hours per week than in 2019 — a 7.5 percent decline.

Cherney noted customers often complain about long waits to process their second-hand offerings, while her staff is overextended because they're working 20 percent more than what they would like. The end result: Cash flow and profitability have both taken a hit.

Mani Bhushan, owner of Taco Ocho, a taco restaurant with four locations in the Dallas area, still struggles to hire cooks at his McKinney location, which opened in July 2021. He said many workers can't afford to live in this upscale suburb and have to travel from elsewhere. Several times a week he's had to close the location early — something he has never had to do in the 40 years he has worked in the business.

Even when Bhushan is able to keep his normal hours of operation, he still has to cut off online orders earlier in the day and the service is not up to par with his other locations.

"I am a perfectionist," he said. "I am not happy. But I can't fix it right now."

The worker shortages should remain acute into next year even as several big tech companies have reduced staff or have frozen corporate hiring. The economy added 263,000 jobs while the unemployment rate remained at 3.7 percent in November, still near a 53-year low, according to the Labor Department. And while U.S. job openings dropped in October from September, the number ticked up 3 percent in retail.

Associated Press business writer Haleluya Hadero in New York contributed to this report.

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