Service is ALIVE!

Have you ever heard the old saying, “you have a negative experience you tell 10+ people, you have a positive experience you tell 2 maybe 3?” I know it’s true, it is human nature and is reflected in our media so strongly today (all platforms). It also feels as if there are fewer and fewer places where you find good service.

I want to focus on the positive. In the past few weeks I have had several wonderful customer service experiences that have left me heartened.

I was at the mall a few weeks ago running errands and I stopped in Nordstrom’s perfume department to get a few samples to try as I am looking for a new perfume. The person who assisted me wasn’t very attentive and didn’t ask me any questions, she just handed me 3 different samples, was rushed and seemed a bit put out. I was in a hurry myself so I didn’t make much of it, just disappointed. A week or so later I was again at Nordstrom on an errand and I decided to try again. I met Brenda, first she complimented my bag, and we started to chat easily. When I told her what I was looking for and what I had tried she immediately took me to a certain brand and started pulling samples, explaining the different notes and what to expect. Then we went across the store to another brand where she got sample bottles and gave me another 4 samples. I told her I really needed to test them - we know how perfume changes with our body chemistry- she was so gracious and easy to engage with, nothing was a problem. I left with her name and will be sure to return on a day she is working. I have my choices down to 3 and should be ready to make a decision soon. Night and Day service-same store.

Then I took a client shopping down to NW 23rd, we happened upon Margaret O’Leary’s and met Clarissa. The moment we walked in she greeted us warmly and started to engage. Told us about the fabrications, the store’s biography and asked about us. When we told her what we were looking for she set up a fitting room and then started to show us other items we had not seen - she made my job so easy. But more than that she wanted to serve, she didn’t mind when we said no to things, she was just trying to help us get the right items. And my client did find some great things. Funny thing is that store was not on our agenda, the store we wanted to go to was closed. Guess where I’m taking more clients? Yep I will be going back to see Clarissa.

Lastly, I ordered something online a few weeks ago. When it arrived it really wasn’t what I thought it was supposed to be. I emailed customer service and asked how I could return it. I received an immediate reply, no worries, sorry you didn’t like it, we have processed the return!

This is what creates Brand Loyalty. More than anything else the service you receive be it a sale or a return, it should be seamless, easy and fun. When I was a Leader in retail I used to preach; “Be a Person not a Sales person. It’s retail theatre and we want everyone to have a great time.”

We’ve all been there, take a bunch of clothes to the fitting room, try it on, need a different size, have to get dressed and go out to the sales floor to try to find it. You might get “Finding everything alright?” Frustrating!

One of my services is personal shopping, because I know how hard it is for people to find clothes that reflect their personal style and are the right cuts to fit and flatter their body shape, and there are too many retailers who don’t ask open ended questions, don’t offer items that they know would look good on you, don't keep you naked in the fitting room! That is where I come in because I understand and can take over and serve.

So when I find shops, usually boutiques, often locally owned and operated that go above and beyond with that personalized service and the right offerings I become a Brand Loyalist and try to tell ALL my friends and clients about them.

Service is Alive! Sometimes you have to look for it. But when you DO find it, make sure to tell them, tell their supervisors, support them, and tell everyone you know. We want these guys to stay in business and be the norm not the exception.

Have a Styling Day!

xoxo