
REI does generally hire staff with solid experience, and a genuine interest in their products, and the great outdoors. This is their best practice when recruiting.
When I'm able to use my experience, acumen, to help a customer and they walk away very satisfied. Or I'm able to share experience, or direct training, with a co-worker they can benefit from.
Most stores have excellent store (or district) managers, individual stores and departments are hit and miss. Many are "peter principle" managers, promoted to the level of their incompetence. Paying department leads, giving more staff full time jobs, training and benefits could help alleviate this.