Have we gotten so far removed from good customer service that we anticipate only salesmanship?

I am a very lucky woman. I've got a smart, funny beautiful daughter, I've got my health, and am more than pleased to own and run a really fabulous shop where I get to feature exceptional local artists and designers. And I take joy in helping people.

Once in a while someone comes in and almost before I get to say hello, she charges that she's not buying today, or that she's just looking. Of course I know that some people just stumble in, having not seen Union Rose before, are curious but not prepared to purchase anything. Comes with the territory.

I'll say right away that I'm writing directly after such an encounter. This woman wasn't particularly rude in the way she gave me her variation of the "just looking" statement, but something about her was definitely off-putting.

She doesn't know me, but those who do know that there would be no way I could NOT try to assist someone entering my shop. It's just not possible. I'm not one of those stand behind the counter, only giving you a nod type of shopkeepers. Nor would I want to be. I take pride that I and my staff can ably and confidently assist you.

We "size you up" - not to assess whether you'll buy something or not - but to try to ascertain your taste, your body shape, what size you might wear so that we may make suggestions. Invariably, something is shown to you that you would not have tried on your own - and you look fabulous in it. You feel great, and thank us for showing you something you hadn't noticed.

 

When this morning's visitor didn't give me a chance initially, it made me wonder... are we so unaccustomed to poor customer service that we don't think we'll ever receive it? Do we only expect the pushy salesperson, someone only working to make a commission?

When she stopped me in my tracks, was she giving me the green light to not assist her, to stand behind my counter and ignore her? Surely not.

Then, as often happens, she found such interesting, unique and well made items here that she felt compelled to comment, and ask questions. I answered them all gladly, and went further to show her things akin to other pieces she liked.

This isn't really meant to be a rant, though it might read like one. I write this to urge you, dear customer, to be open to the experience. It really serves no one to say "Just looking." You may find a necklace you feel must go home with you. A dress that will knock the socks off your new beau. The perfect gift for your sister's birthday, which isn't for weeks but this is just the thing.

And you just might meet a darn nice and helpful dressmaker. That's me.     --Nicole