Once upon a time; retailers knew the best way to build a relationship with a customer was to have outstanding merchandise-  and even better service. Somewhere along the line that’s changed and I wonder if we’ll see those days again.

One obvious challenge that retailers face is the lack of product exclusivity. Very few stores have unique designers or brands. Online shopping makes it nearly impossible for brick and mortar retailers to maintain customer loyalty. Too many places with the same merchandise and not a lot of excitement.

Now about the service.   I’m convinced the best way to develop loyalty is to nurture and develop the customer and make the shopping experience special.  So, how come no one agrees with me?

Not long ago,  I was in a major department store that recently invested millions of dollars renovating their Men’s department.  Great range of merchandise.   Not a  salesperson to be found.   I left empty handed. Now that I think about it- there wasn’t a full length mirror in sight either. But that may have been a blessing.

I’m amazed at how sloppy the service at retail has become. Untrained salespeople, rigid store policies, and a complete lack of understanding for the big shopping picture. How about a luxury retailer out of gift boxes the week before Christmas?  Or a store that would lose a sale because they wouldn’t take a display down? A shoe store that has no way to get a correct measurement of the foot? Or a phone solicitation from a salesperson that doesn’t know my name.  No, MRS Christopher doesn’t live here!

So, a few personal tips for bringing the art of service back to life?   Give me a  salesperson who knows his merchandise and his inventory, a store that really wants my business and maybe even throw in free shipping on a large order— now that would  go a long way to keeping this customer coming back for more.