Conducting an interview with Todd Moeglich from the sales floor of the Illini Union Bookstore is foolish and futile.
That's not because Moeglich - a bookstore clerk recently promoted to general merchandise manager - isn't well-spoken. It has more to do with his inability to let any customer's quizzical look go unchecked.
"It sounds cliché, but it's as simple as giving customer service better than anyone else," said Moeglich, who was back to "interview mode" after a short interruption involving a lost look by a customer wearing a lighted Santa lapel pin.
"We're really committed to customer service here at the bookstore," he said. "I've had a lot of support because the employees here really look out for the customer first."
After another shopper-related interruption (this one wearing a stocking cap with reindeer antlers), he admits an inability to curtail his retail proclivities and suggests talking in a quiet office located at the rear of the bookstore.
"Some people think bookstores are becoming obsolete, but I'm not so convinced," he said, reluctantly closing the door on the Christmas-season crowd. "I think people like knowing there's someone here they can turn to and help them find something."
Most daily questions involve where to find a specific item in the expansive, three-floor store. During holiday season, customers' questions often turn to gift advice.
Moeglich originally is from the Bloomington-Normal area and worked in retail for 15 years. He was transferred in 2000 to the Champaign-Urbana area with the electronics chain store for which he worked.
He said his previous retail experience has made the bookstore job a perfect fit.
"I've gotten to see all of the different retail processes at work at one time or another," he said.
Oddly enough (considering he works in a bookstore), Moeglich's new management position entails maintaining inventory for apparel and school supplies.
"I deal with everything but books," he said.
For Moeglich, who earned a cinema studies degree on the Urbana campus, the promotion has meant less time to see his favorite movies.
"I've been dedicating as much of my time to the bookstore as possible," he said, noting the Christmas season was busy not only because of gift traffic but also because it marks the start of book buyback time.
Recently some of Moeglich's time has been devoted to serving on the Illini Union's employee engagement committee, which sponsors an annual service awards luncheon.
"Being able to recognize our best employees is important for bringing morale to a level where it should be and as an example to other employees," he said. "It's important to be proud about what you do, and the entire Illini Union operation has a lot to be proud about."
Moeglich said his experience on the Urbana campus as a student has come in handy as an employee.
"I still carry a book bag, so I still get those reminders of the college days," he said. "I think I'm good working with the student workers, and I loved it when I was a student here."
He said he's excited about the new directions the bookstore has taken and that he's proud to be a part of it. He said there are plans to continue to expand the store's textbook rental services and for promoting new technology that allows whole books to be printed onsite.
Moeglich's wife of four years, Erika, also works in retail, which gives the couple an unusual perspective on one another's day. Whether it's product-placement insight or strategies for dealing with an unruly customer, he said the couple always discusses ways to improve their workplaces.
"We're empathetic and we understand the problems that come with the job," he said.
Much of Moeglich's after-work time is spent with his wife (when their schedules allow) and making the new house the couple built in Fisher, Ill., feel more like a home.
He said he still occasionally finds time to catch a favorite classic or foreign film, which is where he and his wife part ways.
"She's not a big fan of those genres, so if I watch them," he said, "I usually have to watch them alone."