Today I was picking up some fixings for a little get together Friday night, and decided to stop in Bella Boutique, Silver & Accessories to see if there was a good pickup for a last minute stocking stuffer. While there, another customer asked the owner why one item was $39, when a heavier silver piece was about half that price. The more expensive piece didn't have a price tag, that was the price the owner gave the customer off the top of her head. When the customer started asking why it was so expensive, the owner had the audacity to state "well that's just the price".
A couple of pointers for this businesswoman
a) You're CLOSING, sayonara, adios, You can either let the customer bargain and sell the piece, or you can piss off the customer and get $0. In down times, haggling is part of the sale (see news story here).
b) You don't laugh about the customer after they leave, especially if there is another customer in the store.
c) One unhappy customer equals ten missed sales. Well, obviously we see why you're closing.
For years, a prosperous economy has made it relatively easy on certain owners. Regardless of how they treated customers, there was always someone to take their place. Gouging prices was common place, and service was all but forgotten.
Welp, guess what, it's crunch time. Cya. I feel really bad for businesses that are hurting and do understand the way to keep customers. But for those businesses like Bella Boutique, I suggest taking a few business and marketing classes, and working on customer service. See you in the next bubble.
Tuesday, December 23, 2008
So Long Bella Boutique Silver
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1 comment:
I really like your point. Maybe this down economy will bring the return of quality in customer service that we so desperately need in this country -- especially in our little part of the world in Fredericksburg.
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