19 Behind-the-Scenes Secrets of IKEA Employees

Stephen Chernin/Getty Images
Stephen Chernin/Getty Images

Chances are good you have a piece of IKEA furniture in your home. Perhaps you’re even sitting on an IKEA couch, reading at an IKEA desk, or lying in an IKEA bed right now. The Swedish company is the world’s largest furniture retailer, selling billions of dollars worth of goods each year, from BILLY bookcases to GLIMMA tealights. Its massive blue-and-yellow stores are kept well-stocked and running smoothly thanks to the efforts of more than 194,000 employees (or as IKEA calls them, “coworkers”) across the globe. We spoke with a few of them about what it’s like to work for one of the world’s most recognizable retail stores.

1. THE IKEA PATHWAY HAS A CODE NAME.

It’s no secret IKEA’s maze-like showrooms are designed to take shoppers through every department, from the kitchen to the textiles, making sure they lay eyes on as many goods as possible. "One could describe it as if IKEA grabs you by the hand and consciously guides you through the store in order to make you buy as much as possible," Johan Stenebo, an IKEA veteran, wrote in his book, The Truth About IKEA.

The winding walkway is known lovingly among employees as the “Long Natural Path” or the “Long Natural Way.” According to a 2011 New Yorker article by Lauren Collins, the pathway is supposed to curve every 50 feet to prevent shoppers from getting bored.

2. THERE ARE SECRET SHORTCUTS ...

Need to get to bedding but don’t want to walk through textiles, bathroom, and living room first? Stuck on the top floor but need a quick way to ground level? Take a shortcut.

There are multiple quick routes through the store, both for safety reasons and stocking reasons, and they’re open to the public. But they’re not advertised, so you’ll need a keen eye for secret passageways. Often they take the form of unmarked service doors.

“If you know where to look, you’ll find them,” says Paula, who worked at an IKEA store in Houston for a year. At her store, there was a shortcut route that started with an unmarked door near the escalators. “Nobody’s going to stop you unless it explicitly says ‘employees only,’ but other than that you can open doors and you’d be amazed,” she says.

“I love IKEA, but sometimes you just need to get in and out in like 20 minutes,” says Marie, who worked at IKEA for 11 years. If that’s the case, just ask an employee to give you the quickest route to your destination and they’ll point you to the nearest shortcut.

3. ... BUT DON’T GET TOO USED TO THEM.

“They’re always changing,” says Paul Robertson, who worked for 10 years at IKEA Canada. “They used to change them fairly frequently because we had a lot of repeat business, so customers would get familiar with the shortcuts and know how to zip through. After a while they would change the shortcuts to force people to go around the long way again.”

4. THE WALLS MOVE.

Shoppers look at merchandise at a Ikea store in Paramus, New Jersey
Stephen Chernin/Getty Images

According to Paula, the partitions that enclose IKEA’s various showrooms are on rollers and can be moved. “They have a lock on them so people can’t randomly move them,” Paula says. “At the end of the night we move all the walls out of the way so we have a straight shot to where the trash is.” This also makes it easier to remodel the display rooms.

5. CUSTOMERS SOMETIMES BUY ENTIRE ROOMS.

Speaking of the display rooms, occasionally customers will decide they like an entire room so much, they’ll order it as-is. “There have been people that come in and see a room and like everything there and they take it,” Paula says.

6. THERE'S AN “OPEN THE WALLET” SECTION.

Customers at a check-out line in IKEA
NOAH SEELAM/AFP/Getty Images

IKEA stores are littered with piles of small, practical items that are so cheap they’re hard to pass up. These areas are called the “Open The Wallet” sections. “There, an abundance of cheap goods—flowerpots, slippers, lint rollers—encourages the customer to make a purchase, any purchase, the thinking being that IKEA shoppers buy either nothing or a lot,” Collins writes.

According to Rob, a two-year IKEA veteran, this area was located at the bottom of the stairs on the second floor at his store. “It’s basically impulse buys,” he says. “It’s a lot of very cheap items, things that look practical, useful, something you didn’t realize you wanted.” The next thing you know you’re shoving five packs of tea candles and a bunch of plastic hangers into your yellow shopping bag, when all you really came in for was a desk lamp.

7. THERE'S A REASON THEY PILE THOSE BINS SO HIGH.

Another method for getting people to add things to their bags is known internally as the “bulla bulla” technique. Big bins are stuffed to the point of overflowing with hundreds of items “to create the impression of volume and, therefore, inexpensiveness,” according to Collins.

“One of the big things is the sort of jumbo bin, they love that,” says Robertson. “If stock starts running low there, fill it back up. Pile it high. Customers think they’re getting a deal.”

8. YES, YOU CAN NAP ON THE FURNITURE ...

People nap at an IKEA store in China
Kevin Frayer/Getty Images

The displays are meant to be touched, tested, and experienced. If you want to curl up on an IKEA couch or sprawl out on the bed, go for it. “You are allowed to sit on the beds,” says Paula, “but if you’ve been there for two or three hours, we have to wake you up.”

This is a particularly well-documented phenomenon in China, where shoppers have been photographed snoozing all over the showroom. “We don’t see it as a problem,” IKEA spokesman Josefin Thorell told the Wall Street Journal. “We’re happy people feel at home in our stores. Certainly, it entails a little extra work for the staff, purely practically. But on the other hand, if customers try out our furniture and like it, we can sell an extra mattress or two.”

9. ... BUT YOU PROBABLY DON’T WANT TO.

According to Jana, an IKEA employee in Texas, the pillows on the display beds get swapped out once a month at her store, and the pillowcases only get changed when they are visibly dirty. The same goes for blankets and duvet covers. “I changed a bunch of duvet covers yesterday because from people touching the same corner every day, it looked dingy,” she says. “If we see something and think it looks gross, it needs to be changed.”

10. THEY WISH YOU’D STOP OPENING THINGS.

Customers inspect goods at an IKEA
NOAH SEELAM/AFP/Getty Images

“Customers will open anything and everything,” says Jana. “Everything in that store, we have on display. You can touch it, feel it, lay your face on it, but for some reason they’ll open the package and then leave it there. What they don’t understand is when they open certain things, we can’t resell them, so we have to scan them out.”

11. THEY’RE TRAINED NOT TO OFFER HELP.

If you’re the passive-aggressive type of shopper, you’re bound to be disappointed at IKEA. Employees are given specific instructions to let the customers come to them if they need assistance. “You were supposed to only help customers if they asked you for it,” says Rob. “We were told that’s a very Scandinavian way of how stores work.” The same rule applies in the warehouse, where customers are expected to find and lift their own items unless it’s obvious they need assistance.

12. THE BOOKS IN THE SHOWROOM OFTEN COME FROM EMPLOYEES’ OWN LIBRARIES.

IKEA’s sample rooms often feature towering bookshelves, but empty shelves aren’t particularly inviting. So, employees are asked to bring books from their own collection to fill the blank space. “All of that was stuff we owned,” Rob says. Usually they were asked to bring books that matched a certain color scheme. And you couldn’t bring in anything racy. “You had to use your common sense,” Rob says. “Nothing pornographic or anything.”

13. THE MOST POPULAR ITEMS ARE …

The BILLY bookcase and the LACK table. The POÄNG chair, MALM bed, KALLAX shelving units, RENS sheepskin rug, and EKTORP sofa are some of the other top picks.

14. THE SERIAL NUMBERS CAN TELL YOU A LOT.

According to Robertson, there’s some rhyme and reason to the eight-digit code linked to each IKEA item. “While I was there, it was that the last two numbers would tell you what color the item was. So let’s say it ended in 40, it was blue. That would mean the 4 range was blue, so 41 might be light blue and 42 would be dark blue.”

Many of the names have meaning, too. According to Collins, “traditionally, the names of IKEA’s bookcases derive from different occupations; curtains are given names from mathematics; and bathroom products are named for lakes and rivers.”

15. THEY WITNESS A LOT OF ARGUMENTS.

“If you really wanna test your relationship, go through IKEA and buy something,” says Jana. “I guess they just get stressed and overwhelmed that the store’s so big. I had a couple trying to make a decision on a rug and he was mad and she was on verge of tears. Then we were out of the rug they wanted, which made it even worse.”

Lovers' quarrels are so common in the store that at least one psychologist told the Wall Street Journal she has her bickering clients construct the NORNÄS coffee table as a relationship-building exercise. Janice Simonsen, design spokeswoman for IKEA U.S., also told the paper she spent five years as a furnishings consultant and created a list of guidelines specifically for couples planning a trip to the store.

16. THEY SPEAK IN CODE.

People look at chairs in a South Korean IKEA
JUNG YEON-JE/AFP/Getty Images

When “Code 22” comes over the intercom, it’s a distress call from the cash lanes. “We usually hear it around rush hour or on weekends,” says Jana. “It means the cash lanes are backed up into the warehouse. Anyone in the store who is register-trained has to go to the front and help.”

If a lost kid is wandering the store (which happens a lot), Jana says managers use “Code 99” to put all employees on alert. “There are so many wardrobes to hide in or bed skirts to hide under,” says Marie. “If a kid really wanted to be hidden it would not be too hard.”

17. THINGS GET WILD AFTER HOURS.

“At the end of night, they’d open all the walls and we’d have a big empty space and there would be pallet jack races,” Paula recalls.

And there’s perhaps no better place to play hide-and-seek than in a massive, multiple-story maze stuffed with nooks and crannies. “On closing shifts, one guy I worked with would always manage to have me distracted, then he’d go hide in the store,” says Robertson. “So I would have to finish up tasks, walk through the store knowing somewhere along the way he would jump out at me, and he got me all the time.”

18. THEY GET GREAT CHRISTMAS GIFTS.

IKEA is known for having good employee perks, including its end-of-year gifts, which range from electronics to plane tickets. “The first year I worked there they gave out bikes,” says Rob. “This year they gave out Rokus.” Paula says her store gave employees who had been specially recognized by their coworkers the chance to win plane tickets to anywhere in the world.

19. PINTEREST DRIVES SALES.

Employees can tell when an item has been featured in a viral Pinterest project because it sells out quickly. “There was one specific spice rack we were constantly sold out of,” says Paula. “Someone had gone on Pinterest and said you can paint it and make it a bookshelf for picture books for toddlers. We had to tell people, ‘If you’re here for the spice rack, we don’t have it.’” (For reference, it’s called the BEKVÄM spice rack.)

A version of this story first ran in 2016.

10 Secrets of Airbnb Hosts

iStock/Tero Vesalainen
iStock/Tero Vesalainen

Since it launched in 2008, Airbnb has grown from a scrappy tech startup to a major force in the travel industry. The website acts as a middleman between hosts with empty rooms, guest houses, and vacation homes to rent out and travelers looking for an unconventional (and often affordable) place to stay. The company reportedly recently valued itself at $38 billion.

Tech-savvy globetrotters may be familiar with Airbnb from the guest side, but being a host offers its own experiences. If they're willing to endure the occasional clueless, tardy, or rude guest, hosts often learn that meeting people from around the world can be just as rewarding as travel—and a lot more lucrative. We spoke with a few Airbnb hosts to get their perspective on what it's like to provide a temporary home away from home.

1. Airbnb will send a photographer to host homes.

Airbnb wants its listings to be successful, and they offer hosts some pretty appealing perks to make that happen—including sending a professional photographer to their space for a free photoshoot, if hosts ask for one. “The photographer made the room look really nice,” Steve Wilson, an Airbnb host who manages a listing in Austin, Texas, tells Mental Floss. “And the pictures are certified, so people know Airbnb took them and they’re not fake picture I took from the internet.” Enlisting a professional photographer pays off for both the hosts and the company: According to Airbnb, hosts with professional photos see a 40 percent increase in earnings compared to other hosts in their area.

2. Airbnb hosts know that cute pet photos can lead to bookings.

Brenda Tucker's dog, Boo.
Brenda Tucker's dog, Boo.
Brenda Tucker

Brenda Tucker first listed the spare room of her San Francisco home on Airbnb in 2009. As one of the company’s earliest hosts, she had the honor of having CEO Brian Chesky stay in her home, and he shared some useful tips. One piece of advice he gave is something dating app users may already know: Including photos of your pets is a great way to get attention. “Their data was showing that people weren’t really reading the listings, which is true of myself when I use Airbnb,” Tucker tells Mental Floss. “So I put my dog and my cat in the photos early on and that has been very, very helpful.”

3. There's a reason some Airbnb hosts greet you in person.

Some hosts have a set-up that allows them to check in guests without ever meeting them in person, but Wilson prefers to greet guests the old-fashioned way. It’s a friendlier way of doing business, but he says there’s another motivation behind the protocol. “I’ve worked in retail, and it’s like when you try to say ‘hi’ to every [customer]. It’s nice to do, but it’s also a way to reduce people shoplifting,” he says. “They might be more respectful of the space that way if they see a real person there.”

4. Sometimes Airbnb hosts get gifts.

Beyond checking in on time and being considerate, Airbnb hosts don’t expect much from their guests. But occasionally they encounter a guest who goes above and beyond to leave a good impression. Carla (not her real name), a host in Dublin, Ireland, who’s retired, recalls a woman from Belgium who expressed her gratitude by crocheting her a tea cozy. “It’s absolutely beautiful,” she tells Mental Floss. "She showed me that she used to make these, and she showed me photographs, and [then] she made me one. She was lovely."

Early in his Airbnb career, Wilson received a gift from an unexpected source. “One of my first guests was this guy, he had the worst possible photo of himself. It was weird and out-of-focus and he just looked mean and angry. I begrudgingly accepted his invite, and he turned out to be the nicest, sweetest guy. He was from Seattle and he gave me some freeze-dried salmon and a really nice note he wrote me later on a card. That taught me not to judge anybody by their picture.”

5. Not every Airbnb hosting experience is positive, however.

Even if hosts have positive feelings overall toward their experience with Airbnb, they’re bound to collect a few horror stories after working with the service long enough. One traveler Tucker hosted made herself at home by ruining the walls. “She brought her bike up 36 steps from the street, which left tire marks everywhere.” After that incident, the guest proceeded to wash her dirty clothes in the bathtub and lay it over the furniture in the shared living room to dry. “She did not expect me to come home early that day.”

Wilson recalls a guest who dealt with mosquito season by nearly setting his room on fire. “A few mosquitos had gotten in, he had basically let them in, so he kind of freaked out about it and bought all these mosquito candles and left them under the bed.” Fortunately, Wilson caught the fire hazard before it turned disastrous.

6. Hosts appreciate it when you clean up.

People who host on Airbnb know that cleaning up after guests is part of the job, but that doesn’t mean they don’t appreciate it when people go out of their way to be neat. “It’s nice when they clean up a bit,” Wilson says. “They can leave their sheets or towels wherever. I don’t care about that stuff, but it's a nice little touch when they do the dishes. It's not that big of a deal but I feel like it’s considerate.”

7. Airbnb hosts hate it when you're late.

Traveling can be stressful and unpredictable, but if you tell your Airbnb host you’ll arrive at a certain time, try your best to stick to it if you want to stay on their good side. “I don’t want to wait around for hours and hours,” Tucker says. “I understand if your flight is late and that’s something you can’t help, but there have been a few people who unfortunately think I have nothing to do on a Saturday except wait around for six hours. When people are rude or have the expectation that you are a personal concierge and you should behave as a hotel, that makes things more difficult for me.”

Wilson repeats the same sentiment, adding that updating your host if you know you’re going to be late is much better than not communicating with them at all. “I always appreciate it when people give me a decent ballpark figure of when they’re planning to get in, and if they don’t make it at that time if they could possibly give me a heads-up that they’re going to be a little later than they were expecting. I have a set check-in and check-out time, but sometimes I can give people a little more time if they need it.”

8. Airbnb hosts don’t want to give you a bad review.

Airbnb hosts know how important reviews can be, and they aren’t quick to assign negative ratings to guests. Tucker says she always tries to confront issues with her guests in person before airing out the problems online. “I try to be diplomatic. Generally I can have a discussion in person where I can feel heard and there’s some kind of understanding,” she says.

But in some cases, even diplomatic hosts may feel forced to rate guests poorly as a warning to future hosts. Tucker says, “I had a woman who was very challenging. She came too early and she seemed a little entitled. She requested a refund because she was leaving early but she hadn’t let me know. I think that was probably the most negative review I ever gave.”

9. It's hard to make a living just from Airbnb hosting.

Many hosts use Airbnb as a source of supplemental income. For her day job, Tucker is the director of arts marketing for the San Francisco Travel Association, and Wilson is a freelance writer. Both say the money they make from Airbnb is a nice cushion, but it’s not enough to make a real living. “It’s not super lucrative, it’s just a stable stream of dough. I don’t think anyone would get rich off it, especially in a place where you’re taxed and have to have a [short-term rental] license,” Wilson says. Airbnb also takes a service fee of at least 3 percent from hosts for every night they book.

For Tucker, being an Airbnb host is more about meeting new people and being exposed to different cultures than it is about making money. “That opportunity to intersect with other cultures is incredibly interesting to me, and something that has enriched my life quite a bit,” she says.

10. Sometimes hosts make lifelong friendships with guests.

The relationship between Airbnb host and guest doesn’t necessarily end at check-out time. Thanks to her hosting gig, Tucker has developed lasting friendships with former guests who are scattered around the globe. “I've made very close friends with people who’ve stayed with me. I’ve traveled with an Italian guest of mine in France and in Italy. I’ve gone to Sweden twice to see a guest I keep in touch with. Those opportunities have been pretty amazing.”

7 Behind-the-Scenes Secrets of Roadies

Lindrik/iStock/GettyImagesPlus
Lindrik/iStock/GettyImagesPlus

Although the word roadie may conjure up images of non-stop partying with rock stars, the reality is that most work unglamorous, physically and emotionally demanding jobs. They lug the gear, set up the instruments, manage the stage, run the sound, sell the merch, drive the bus, and generally do whatever it takes to make concerts possible. Mental Floss talked to a few roadies (who probably wish we'd stop calling them that—see below) to get the inside scoop.

1. Roadie is an outdated term.

Some roadies who worked in the 1960s through the 1980s later wrote books bragging about their sexual conquests, wild partying, and drug use while on the road. Although that lifestyle is not completely obsolete—genres such as metal, rap, and hip hop supposedly see more illegal activity than indie, pop, folk, and alternative—most roadies don’t refer to themselves as such.

Morgan Paros, a violinist and singer based in Los Angeles, says that the generic term roadie seems slightly derogatory now. Instead, it’s better to use terms that more specifically describe individual duties. “Anyone on a tour is generally working very hard to fulfill their role of tour manager, front of house (sound engineer), light tech, stage manager, instrument tech, or merchandise manager,” Paros says. “These individuals make everything possible for the performers every night.”

2. Roadies work insanely long hours.

Most roadies work 16- to 20-hour days. Waking up early and going to sleep late is part of the job description, as Meg MacRae, a production coordinator who’s been on the road with Bon Jovi and the Eagles, attests. A typical day for her starts with a 6 a.m. bus pickup, after which she sets up a temporary production office at the venue. After a long day of problem-solving, booking flights and hotels, and making sure the crew is taken care of, she ends her day at 1:30 or 2 a.m.

3. Roadies get used to roughing it.

Unless they’re working for an A+ list performer, most roadies are not living the high life, sleeping in luxury hotel suites and flying on private jets. Being on the road can be hard work. Depending on the band’s budget level, the road crew may sleep on the floor of a shared hotel room, or sit in a crowded Ford Econoline or Chevrolet Express van for hours.

Tour conditions offer minimal privacy and maximum mess. “You wouldn’t believe how insanely messy a van can get after a 6-week tour of the country,” says Michael Lerner of Telekinesis.

David, a front-of-house sound engineer based in New York, also describes the dirty working conditions in many venues. “Consider how grimy some music venues look. The dusty mixing board in the back coated in spilled beer, the germs of hundreds of singers talking/spitting/shouting into the same microphones night after night, and the questionable odors of green rooms inhabited by people who spend a solid portion of their days packed into a van … this is your office. Good luck not getting sick.”

4. Roadies usually have good reasons for putting up with it all.

So why do roadies subject themselves to the long hours and less-than-glamorous conditions? Many say they love music so much that they can’t imagine working in any other field. “For as long as I can remember, I have always wanted to have a job in music,” tour manager and sound engineer William Pepple writes. Some roadies also get into it because they love traveling all over the world, seeing new cities, and meeting new people.

5. Maintaining relationships at home is a big challenge for roadies.

Being a roadie is a lifestyle rather than just a job. Because they travel so frequently for work, roadies often struggle to maintain relationships with loved ones. Technology such as FaceTime and Skype has made keeping up with family, friends, and significant others easier, but it can still be a challenge to find privacy to make phone calls. Roadies who travel on buses have a little more privacy and time to connect with loved ones back home, since bus tours often give them the freedom of waking up in the city where the band’s next show is, while road crew on van tours spend the majority of the daytime driving to the next show.

6. They probably have at least one horror story from the road.

Whether it’s an unscrupulous promoter cheating the band out of their earnings, a bus overheating, a van breaking down, or driving through dangerous winter storms, roadies probably have at least one horror story. Most awful promoters or venues, though, are usually due to simple misunderstandings. “Most bad days are due to either bad communication or a lack of understanding that most touring people just want simple comforts: a clean shower, clean towels, a safe place to put their stuff, laundry machines, and good food,” says Mahina Gannet, who’s worked as a tour manager and production coordinator for bands such as The Postal Service, Death Cab For Cutie, and Neko Case.

7. Good roadies are there to work, not just hang out with the band.

Achieving a balance between being professional and having fun is harder on tours because “you are working, living and traveling with your co-workers,” Gannet adds. “I’m there to get a job done, and when it’s done, I love to hang out. A lot of tour managers I’ve seen definitely can go to either extreme (some actually thinking they are a member of the band, some so distant the band can’t talk to them), but it’s like everything else in life. It’s about finding your own personal balance.”

This piece first ran in 2016 and was republished in 2019.

SECTIONS

arrow
LIVE SMARTER