For those people in business we know we all work hard… we strive to keep everyone happy and we love being creative and fun. Sometimes we get it right and sometimes we have tried really hard but don’t….
I have received this lovely email from a great customer… and I thank her for all her great words, for taking the time to write all this and helping us know what it is we do that makes you smile.
Here is what she says:
I promise I am nearly finished (!) – but… for the sake of completeness (and seeing that the sales team are copied in!), and in case it is helpful, here are my reasons for coming back to Taylor year after year (10 years now, with breaks when overseas):
1. The clothes, obviously. I get compliments all the time, and who doesn’t like that?!
2. There are always friendly faces, who don’t mind helping someone wearing (frequently, in my case) dog-walking clothes, or the equivalent. They also look good, wearing the product and each of them wearing something different.
3. Taylor girls are confident in themselves, not given to gushing, and so are quite OK dealing with the likes of me – independent, clear views (but very open to suggestions), and pretty direct. Suffice it to say, this is not an experience I get in all other shops.
4. You remember my name, and (in time) the sorts of things that I already have.
5. You take the long view. You don’t mind if I try a few things on, but don’t actually buy anything this time around – and have a nice time in the process.
6. When I come out in something “new”, I am not asked “Do I like it”… (sometimes I am just not sure – as it is all a bit new and unusual!). Rather, an honest reaction is given (including, someone squinting at my rear view and saying, “I know what you mean, but honestly it’s fine”. And the best one EVER – apart from “that looks great”(obviously !) – is “we can do better” and they do too (and I agreed with them both times!), and this is absolutely a big reason why I keep coming back.
7. Someone saying (or knowing, possibly by looking at the, er, dog walking clothes!) “So what’s your lifestyle” like – and making suggestions accordingly, or (knowing my thing about delicate fabrics!) “I know it’s quite delicate silk, but it’s a party dress…(or words to that effect). If I may use an analogy, this means that I know I walk out with a hair cut that suits me, rather than “cut of the month” (if you see what I mean!).
8. Flexibility with things like couriers and the like, and fixing the odd problem with a smile (so without making it my problem) – very grown up stuff but which (to me at least) does nothing but engender loyalty.
9. Little touches of (extra) generosity – it’s lovely buying lots all at once (and so laying out quite a lot in one hit) – and when I’m in that “zone”, there probably isn’t a lot of difference between a bill for $1600 and $1750, but having to spend an extra $100 at a faceless alteration place (and the hassle of having to get there and back) takes some of the joy out of the whole thing (to say the least!).
I really thank you all for letting us know your thoughts and opinions, so please do drop me a line so we can know what we can do better. I know we have had quite a staffing re-shufffle this year, the unfortunate part of employing young girls, But do come in and meet my new team, there are some amazing stylists.
email: vicki@taylorboutique.co.nz
