Recently on my trip to Atlanta, I found myself just across from Phipps Plaza, one of the city’s luxury shopping destinations. I decided to go in and let myself admire things and window shop. And while I was at it, I allowed myself a little skincare treat, because I had forgotten my moisturizer at home.
I walked into the department store (should I say which one?) and wandered around. All I wanted was a sheet mask. I couldn’t see them anywhere, nor could I find anyone to help me. The place was fairly empty and those employees who were in store seemed to ignore me. For a suspiciously long time I walked around, ungreeted. Was it me?
Eventually, someone at a fragrance counter encouraged me to smell the scents she had to offer. However, based on the way she was describing the scents, and my own experience with the brand, it seemed she didn’t really know them very well. Her notes descriptions were different from those listed by the brand, and she mixed up the names of the products. Rather than educate me properly on the brand, I was given any information that would encourage me to buy. I finally pried myself away from the counter continued looking for products.
Finally, I found someone who finally got me to where I needed, to the counter with the product I was looking for. But it took so long. Had I not been so determined, with so much time on my hand, I would have just walked out. I also notice they didn’t even talk to me about the gift with purchase, it was odd.
It could seem that I am just complaining, or even being judgmental in the case of the fragrance counter. Moreso, I am sharing an experience. They are two poles of a negative customer service encounter. End is the overly pushy sales rep. End 2 is just silence, neglect.
I am thoroughly curious about what makes a good service encounter. How do you effectively get to the middle, a space where you provide attentive service, address the needs of the customers, make them feel welcomed, and do it all while giving them space to explore the products on their own?
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