Originally posted 2009-05-23 06:01:46. Republished by Blog Post Promoter
I got back from vacation this week and I’m not a happy camper.
Why?
Because I visited a needlepoint shop and there are so may small things shopowners can do (and which this shop didn’t) to make things great for the people who come in, especially if they are visitors to the area.
And, let’s face it, people will be coming to your shop this summer from other areas, even if you don’t live in a tourist “trap.”
The fact that this shop was the only one within 25 miles and was in a tourist town, and it was one of the town’s biggest weeks of the year, only makes the whole thing worse.
Directions Do you have a sheet of paper with clear, understandable directions, laminated and near the phone? Many people (including the folks at this shop), give poor directions, get them, write them down. Even if you use Google maps for them. And ask everyone at the shop to use them.
I’m glad I sort of knew the town and wrote slowly, so I could find my way. And even when I got to the shopping center where the shop was located, the directions were bad. It sounded as if the name of the shopping center was prominent — it wasn’t. It sounded as if there was a two story building in front of it — there wasn’t.
Dining This may sound dumb, but do you have a list of area restaurants at the cash register. No matter where you are, people may want to eat after visiting your shop. Can everyone in your shop tell them where to go?
Canvases Like most stitchers I know I like to get small canvases to remind me of the place I visit. I like them to have a theme which will remind me of the place. Most places have something like this, some more than others. Do you have some, are they always in stock.
I went into this shop looking for this kind of canvas. I can think of at least five canvases with this theme off the top of my head, and I know there are more than this. The shop had none of them and seemed surprised by the request.
I went in planning to buy and I wanted to buy it all so I could work on it on the plane. I finally found something which kind of works, but even then the owner and the employee were of no help. I could easily have walked out and a sale would have been lost.
Yes, this casual customer isn’t the heart of your business, but it’s an easy sale to make. I won’t be going back there again, even though I will be in that town again. I also will not recommend it to others.
Threads Your stock of threads may be large of small, but you and all your employees should know the basics. This employee didn’t know where to find black Anchor floss and there was not color card. She looked through all the drawers. I can do that myself. I ask for help because I want someone who knows more than me.
The only one of these items which ties up any inventory dollars is the canvases. Every other item is one which uses items and knowledge the shopowner has or can get easily. But had they been present an unpleasant experience would have been good and I would go back they next time I was in town.
I realize in many ways I’m spoiled. My LNS, Needle in a Haystack, is outstanding in every, and does all of these things. They even go so far as to warn you, well in advance, when parking will be bad.
BUT this isn’t rocket science, this is good basic customer service.
Wouldn’t we buy more and wouldn’t we be happier if shops paid attention to these things?
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Hi Janet, Well I don’t really dare speak my mind on this topic, but I’m sure you’ll get plenty feedback which will reflect many of my own experiences only told with more eloquence.
Not ever having owned a shop, but happily having enabled others to do so, I am always disappointed when I find customer service lacking. With the endless options online nowadays, shop owners, even if they are the only game in town, need to provide superior customer service.
Sure it’s disappointing if the stock is low, but in today’s economy it’s understandable. What isn’t acceptable at all to me is unhelpful, or worse, indifferent sales help. Shop owners like this are just resting on their laurels and we all know this standard will not sustain them in the long run. I have had such good experiences around the country with various shops, some better than others, I find it no longer necessary to put up with any business that does not show their appreciation that I have chosen to lay down my money in their shop. Competent, friendly service will always out weigh shop content for me. Thanks for the use of the soapbox.
This post is right on the money! Whenever I know I’m going to travel, I always look online to find the nearest LNS, and I build in time to visit it, if there is one (or two). All your ideas are no-brainers and would result in more sales (and repeat sales), and every shopowner should adopt them, if they haven’t already! True story: there were two LNSs in one town, walking distance apart. A couple of tourists went into the first one and were treated rudely by the staff. They browsed, but left without making a purchase and went to the other LNS where they received a warm welcome and ended up making a purchase totaling several THOUSAND dollars. (Turned out the tourists were from a foreign country that didn’t have a good LNS, and they were buying enough canvasses, fibers, and supplies to last them a couple of years.)