It’s no secret; everyone loves a gift shop.
The AO flagship store on Rod Laver Arena terrace is no exception. The line to enter extends out past the front door, visitors waiting patiently to get inside and let loose upon the AO-branded caps, oversized tennis balls and other popular merchandise.
It’s inside this buzzing hive of AO goods that one of the tournament’s most passionate staff member works: Jack Williamson.
Williamson might just be the AO Shop’s biggest fan.
But it’s not because of the souvenirs and memorabilia, the trinkets and the sportswear.
It’s because of the thousands of customers who pour through those doors each day, providing those rich moments of connection that he values so much.
Williamson first came on the scene through the Australian Open’s partnership with Impact 21, a program that helps people living with a disability find part-time work.
This is his fourth year working at the tennis, where he has enjoyed different roles.
His first two years was in experience hospitality in the sponsors' area, before moving to the retail team as a retail assistant, which he reports is his favourite role so far, predominately because he has so many chances to interact and engage with visitors.
And looking around the shop’s bustling interior, he would have plenty of opportunities for exactly that.
“A lot of busy people, but when it's busy, I just love it,” Williamson said. “I enjoy helping people because it's a way for me to be myself and to connect with them, and if they need help or they [are] struggling with something, it's a way for me to help their days.”
“Jack's super engaging with customers,” AO shop team leader Joel Monteiro said. “[He’s] super friendly as well, always looking to help and provide the best experience possible with our customers in the AO Shop. He always has a smile on his face.”
There’s no such thing as a dull moment in the AO shop during the tournament.
With no real quiet periods throughout the day, there is always plenty to do, and plenty of customers to help. For Williamson, he flits between assisting customers with apparel and processing sales, in between other tasks.
“I work with the caps, [and] I look at all the different brands,” he said. “I help the customers … sometimes I talk to them and say, ‘Oh, this looks good on you’ … to meet them, to engage with the customers, to interact with them. Yeah. And I like that way [of working].
“When [they need] help, I'm there for them.
“I also work on the POS [machines],” he added, gesturing to the tills where his colleagues are busily scanning and bagging customer purchases. “I say, ‘Would you like a bag?’, I say how much it is. I engage with the customers, have some fun and get moving.”
His passion for customer service and connecting with others is indisputable. Whether that’s with the customers or the retail team, who form a close-knit community during tournament time.
“The team is really close and I [am] making new connections and conversations … with lots of people.”
“Everyone gets along well with Jack,” Monteiro confirmed.
“He puts a smile on everyone's faces, always checks in with our team members [and] cracks a joke here and there, which we love.
“[It’s] important from a team leader point of view as well; obviously we want to make sure the retail assistants are comfortable and happy doing their job.”
As for what the future holds for Williamson, the young man has his sights still firmly set on the customer experience within the Australian Open.
“Well, I like to do more retail, but there's also more stores, like there's New Balance and Ralph Lauren and maybe let's just try some more [of] those stores … I think that's what I'm kind of looking forward to doing next.”
It’s clear that Williamson finds much joy in what he does, and his mother, Kim Williamson, confirms this.
“He is loving his time at the AO,” she said. “[He] comes home from each shift very happy and reporting he is very much enjoying himself.”
“Being part of the AO means that [I can] connect with people, also means that I can engage [with] people … and it makes me feel like it's a great experience for me," he said.
“And I love it because working in retail with my team in a group makes me feel like I like to be myself and explore new opportunities and new skills that I can work on or deliver.
“And I like to progress a lot more. And I feel proud of myself.”