What makes a customer want to buy from you
First day back at work after the festive season and I decided to pop out to Lennox Square in Buckhead to buy a few emergency items. You know the ones that you just cannot possibly live without that sit in the cosmetics section of Macy's?
As I approached the Chanel counter, I was greeted by familiar faces. I had met the staff there a few times before and they remembered me and my blog. After all, I read the blog out to the regional manager when I was last at the counter - a highlight of my year!
As I approached the Chanel counter, I was greeted by familiar faces. I had met the staff there a few times before and they remembered me and my blog. After all, I read the blog out to the regional manager when I was last at the counter - a highlight of my year!
I purchased a number of beauty products that promise to make my skin more luscious and sparkly reducing ageing effects and any puffy dark circles that may sit under my eyes.
I looked at my skin the mirror and noticed that from skiing my skin had become damaged and dry with skin shedding from my nose and cheeks. I quickly asked the consultant if she knew of anywhere I could get a facial. Her reply was, "Origins, organic and beautiful - let me see if I can get you an appointment."
Within 5 minutes, I not only had an appointment but was laying down in the chair awaiting my beauty treatments. In the background I could here other beauty consultants chime, "Hello, how are you today? What can I help you with?" They sounded so cheerful and so genuine in their desire to help customers of Origins, I couldn't help but smile.
Then Asia, my beauty consultant for treatment came over and greeted me. She is this beautiful African American woman, who has the biggest, brightest smile imaginable. Her face reminiscent of a babies face, all plump and sparkly clean.
She began going through the products that she would be using and what they would do for my face. One by one, she put on treatments that made my face tingle and instantly come back to life from its tired, lifeless state that I had brought in to the Origin store. Asia explained every product perfectly, making sure to cover its organic components and what each product would do for my face.
After about 40 minutes, the beauty treatments were complete and Asia asked me how I felt. "Beautiful, clean and full of life - thank you!" I said.
In an ever so subtle way, she asked if there were any products that I particularly like and I immediately named two products that I knew I didn't have with me, that made my face feel amazing. I made purchase and Asia promised to ring me in a week to ensure that I was happy with the treatment.
Why I am telling you this story is because it was clear that Asia and her beauty consultant counterparts were impeccably trained. No detail had been overlooked. The employment criteria of working for Origin must be so clever to have employed such a professional, beautiful team - full of life and love for their products. I left the store feeling warm and fuzzy.
No doubt every single person who goes to Origin would feel the same. Nothing was contrived or out of place. There was no pushiness nor did I feel that the women working there didn't absolutely love their jobs.
Congratulations to Origin and there team at Macy's Lennox Square. You not only have done a fabulous job but I am now going to spread my loyalty from Chanel to include your beautiful organic products made from recycled plant based materials.
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Maria Alda Prawitera
03 Apr 2013Melbourne University's marketing director once told me that the Golden Rule of management is to simply hire the best people. But having the best people who actually LOVE the brand is even better.
ReplyWhy? Because I believe that if employees love the brand, they will act naturally when working, while explaining products, and listing the products benefits and features won't seem like they are selling but sharing instead!