Recently, I've been wondering what makes good customer service. In particular, when first entering the store.
I thought the only way to find out about that was to become a customer. So with that in mind I spent the afternoon of last Tuesday on Brunswick Street and did some shopping myself! (I purchased fabric to make a dress sample that I'm working on for the shop & two books :-).
I asked myself the following questions after I exited the store.
What motivated me to enter the store?
Did I have a positive experience?
Who or what caused the positive experience?
I visited all the vintage stores on Brunswick Street as well as mens stores and home wares stores.
I found motivating factors of shop entry were interesting displays, cool shop designs & yes, I'll say it, good looking guys. I was put off and didn't spend much time in each store if there were no staff/customer engagement. I was only looking for acknowledgement that I had entered the store, nothing more. Friendly mannered staff gave the me confidence to approach them if I needed to. I quickly left stores where staff where aloof.
I spent more time in stores that had variety & strong design in terms of product. I spent less that 5 minutes in stores that stocked clothes that were 'on trend' and had no point of difference. Motivation to stay in a store also dropped when staff were talking on the phone, however I would have stayed if there was acknowledgement.
In conclusion, when I enter a store staff/customer engagement is vital, along with a variety of product that has strong design & is original.
If this is what I want during my retail experience, then what about you. What's important? What do you really dislike? Tell us about it by either making a comment on this blog or on our Facebook page.
Author: Jason Cormick
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