Messages

It was the Saturday before Mother’s Day. The weather was cooperating (after what seemed  like 2 weeks of non stop rain) with a slight breeze and plenty of sunshine.  The Farmers’ Markets were in full swing (I went to two!) and casually dressed folks just seemed genuinely happy to be out and about enjoying it all and each other.

I decided to drop in to some of the independently owned boutiques in the quaint small town where I just moved.  I have seen these shops on my early morning walks and have been curious about them…specifically in how they are surviving during this particularly challenging economic time.

The first shop I walked into was a women’s clothing boutique. The door was fun…painted in a bright solid color and the window was decorated to show the variety of items inside from unique jewelry and dresses to fun cards that mentioned something about being more cool than your daughter thinks you are to t-shirts sporting martini or wine glasses as the design.   I noticed a woman (who I assumed was the shop owner)  standing behind the counter chatting with whom, I assumed, was a local customer.

There were about 5 women of ALL ages (early 20s to mid 70s) in this very hip and pricey store. I saw a variety of several items that caught my attention. I lifted them off their racks/displays and walked over to the mirror to put them up to me.  I was probably in the store for 20 to 30 minutes.  The shop owner did not acknowledge me. I walked out and went inside the boutique two doors down.

If you are a business owner, manager or team member who is looking for ways to increase your customer base, I invite you to critique this shop and honestly assess your own business from your objective view of this shopping experience.
What are the messages this shop is sending?
If this were your shop, what would you have done different?
What would good customer service have looked like?

Testimonials
Sales coaching with Lee was such an enlightening experience! She has such a way of putting people at ease and setting them up for success. The entire team in my store is committed to developing the skills which we had been taught from the beginning. Lee's visit really brought the concepts of "Customer Friendly Buying" to life, so that each of us would take away from it just what we needed to. As a result of Lee's coaching, I am committed to the coaching of the consultants in order to continue to reinforce the principles taught and coached. Lee truly met each person on my team at their level and challenged them to stretch and move out of their comfort zone...I already can see them developing some good habits, especially in the icebreaking, conversational, and staying connected phases. Lee is truly an inspiration. ~ Jim C., Store Manager, Storehouse Furniture, Northeast District
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