Yesterday I visited the “Everything but Water” store in the Arboretum, and I learned a very valuable lesson. Not all big investments come with a big return.
On my adventure to the store where, to be fair, you cannot purchase anything for less than $100, I learned a few lessons that I thought I would share with all of you today.
1. Just because you walk into a store where everything is more than $100, you should not expect to be greeted or welcomed.
2. When you ask for a specific size in a suit that is on the top shelf, you should expect to have the person you are asking roll her eyes at you in annoyance for asking.
3. When the person in front you is checking out and notices a spot on the $80 top she is planning to purchase and kindly asks if there is another…you should expect to be told NO! Then when that same persons asks if it is available at another store, you should expect to have those same eyes rolled again in annoyance. Once the salesperson discovers that indeed there is another one in the store, you should then expect to search through all of the bathing suits in the dressing rooms on your own or with very limited help.
4. MOST IMPORTANTLY: As you are standing naked tearing yourself apart over the last doughnut you ate, you should not expect anyone to check on you or see if you need another size. You should also not expect anyone to help you find a suit that might be more flattering. It is a lot more fun for you to have to leave the safety of the dressing room and search for these things yourself!
Now, the big question you are all wondering is did I purchase the bathing suit? I am sad to report that I did. I am heading to Mexico in a week, and at this point could find no alternatives. (Yes, I checked the malls, Target, the outlets, and even online---either they didn’t fit or no one could get me a suit in time.) Now, I am pleased to report that I wanted to buy two suits, because I liked them both so much. I could not bring myself to spending the extra $$$ based on the service or lack thereof.
After all of that, I must admit I did find a great suit that I do love...sadly I did not find the service to go with it.
Take-away:
1. Even if you have a commodity, a great customer experience will always yield more profit and prevent people like me from writing ugly stories about your company and posting them online.
2. I am available for consulting if you are an “Everything but Water” employee looking to improve on the experience inside your stores. :-)
As a previous soft goods retail manager, I have to say, I can sympathize with your poor experience. Every single associate contributes to a business' bottom line (or doesn't, as the case may be) and the fact that you didn't purchase more is a truly telling fact to any manager. That sales associate clearly needs some serious coaching to improve her service skills.
ReplyDeletePersonally, I have never shopped at that particular store, and based on your review here, I probably never will.
Next time, try my favorite swimwear catalog: athleta.com. You don't have to be face-to-face with your customer to provide an exceptional customer experience. Their phone reps provide great service! They are very knowledgeable about their products and will almost always suggest additional items of interest during our conversations, even though they have never met me.
My only disappointment with Athleta: the lack of a maternity line. :) However, since my need for this is only temporary, I will forgive them this oversight. And I'll be back again shopping their lines next summer!
Have a great beach trip!