I spent Sunday shopping in LA. If there was any indication of an impending recession, I didn’t see it here. Business was booming everywhere. I guess the 80-degree weather didn’t hurt. But I was honestly shocked at how busy it was out there.
That aside, I usually shop at the Kiehl’s store on Robertson Avenue for a lot of my skincare and bath products where a fantastic associate name Jesse helps me out. She has such an amazing sunny personality and treats every customer like they’re her favorite. Jesse recently got promoted and moved to manage the new Kiehl’s store at The Grove her in L.A. – it’s one of the hottest lifestyle centers in the U.S.
When I walked in to the store at the Grove, Jesse immediately walked up and gave me a big hug, like she was my sister I hadn’t seen in months. Strange for a retail associate to do that? Absolutely not. You see, over time Jesse has cultivated such phenomenal relationships with her customers that it goes beyond a salesperson/customer thing.
She takes care of me and my needs every time I go to the store.
She calls my home when the famous scrub soap (which they can’t make fast enough) comes in and sets aside six bars.
She introduces me to new products in the store.
She gives me great samples, always encouraging me to try new or different products at home.
THE REAL WORLD RETAILING TAKEAWAY
I bought a lot of stuff this weekend – shoes, clothes, stuff for my home for fall. I bought at Nordstrom, at Kiehl’s, at Crate and Barrel. In fact, I bought something at almost every store I walked in. But what did I remember? It wasn’t the cool stuff for my house, it wasn’t the new shoes and jeans I was wearing today. It was Kiehl’s – and more importantly Jesse.
I talk a lot about customer service. But here’s yet another example of how great service can impact sales. Sales not only today but for the future.
What are you doing to cultivate great customer relationships?