This little gem of inspiration actually stems from a moment almost five years ago after an exceptional shopping experience at a Birks jewelry store. Years have passed, and certainly my background in retail management has grown, however, this story is still one of the most wonderful overall shopping memories that I have.
I wandered into their flagship store during an end-of-summer sale and ended up purchasing a heavily discounted necklace for my younger sister as a graduation gift. I had a lovely sales woman, who truly didn't seem to mind that I wouldn't be spending a whole lot and was quite kind to me. All in all, it was a lovely afternoon.
You're probably not all that impressed so far, but I was already jaded with low expectations from past experiences at high-end retailers, thus I was smitten. Two months later I received the nicest handwritten card from that sales woman. She referenced my short visit, wished my sister and I well, and hoped she had enjoyed the gift. I was so taken aback by the personal touch of this unexpected card; it still makes me smile today. To this date, I still frequent Birks, and I must say I have increasingly more expensive outings there.
Have you or a member of your staff ever surprised a client with an act of kindness? I'm quite sure it doesn't matter if it's spur of the moment or strategically contrived, as long as the execution is done well and the element of surprise is present.
We all know that low prices will often command a reduction in service. On the other side, premium pricing should be accompanied by exceptional service. What about all those companies floating around in the middle? You're probably at one of them. Step outside your box. Surprise a client and surprise yourself with how great you can be.
Wishing you the inspiration to be excellent,
Jamie
@wolfetoday
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