Invisible Shopping Experience; How to Lose Customers

When I look into the mirror, I see my reflection which tells me I am visible to the naked eye. The inner monologuegoes like, “Yup, here I am.”

The invisible shopper

I don’t possess any magical skills that render me invisible. Admittedly, there are times I wish I were invisible just so I could do pranks on people. I wouldn’t worry about what to wear or what my hair looked like. Do I have lipstick on my teeth? You get the picture.

Why do I feel invisible?

Now that I have firmly established the fact that I am flesh and bone, lacking any magical transformation powers, I wonder how others cannot see me. I am 5’8″ brunette with a big smile and friendly disposition. I am pretty hard to miss.

Recently I went shopping (I know shocking, isn’t it?) for a few last minute items I needed for an upcoming trip to Las Vegas. I needed a pair or shoes (stop snickering) a cosmetics bag, and something new to wear.

The invisible shopper

The shopping expedition began at Victoria’s Secret, where I was completely ignored. Two associates were yakking at the cash register and were way to involved in conversation to notice me as I perused the store. Disappointingly, I left there empty-handed.

Next I wandered into Macy’s with the same effect. The difference was that I walked through 4 departments completely undetected. Hmm… I discovered a pattern that I had to investigate further.

Next came Dillard’s, Cache, then Target. Still invisible, I wondered if anyone would notice if I took all of my clothes off and shopped naked? At this rate, I felt there was a great chance, no one would look.

Take off the blinders and observe your customers!

I cannot lodge a complaint about one of these stores, because I was invisible to all of them. Everyone says that we have entered an era where consumers expect hyper-customer service. It looks as though the message was filed away with other nonsensical memos floating around.

What makes management believe this is OK? Obviously they must advocate ignoring potential customers. Leaders can claim they are unaware, but this is a weak excuse. Staff models behavior after their leadership team.

It’s time to love your customers up!

With countless choices where we shop, it is imperative that customers are acknowledged. I shop where I am valued, not ignored. It is true that the self-help era is ending in favor of a more service intense experience.

I still would like to be invisible just for the entertainment factor. Invisibility is not the goal when shopping. Share your stories of invisibility. How did you feel? How did you react?

Tenacity or Stupidity?

What does it mean to hold on to something whether it is ethereal or tangible no matter the outcome? Is it an admirable quality or one of selfishness or stupidity that causes us to continue our endeavors? When should we give up on our dreams?

In sales, it is crucial to remain loyal to your belief in yourself and whatever you may be selling. In leadership, you must believe in your abilities and those of your team. I believe a good descriptive word for this is tenacity which is defined by the OED as:

Tenacity:

• the quality or fact of being able to grip something firmly; grip: the sheer tenacity of the limpet
• the quality or fact of being very determined; determination: you have to admire the tenacity of these two guys
• the quality or fact of continuing to exist; persistence: the tenacity of certain myths within the historical record  Oxford English Dictionary
  

This morning I am writing this post from one of my usual Starbucks haunts. It is a great place to come and think, blog, do homework (oh yeah! I’m done with that one), meet with friends or clients, or simply escape for a moment.

On this gray and windy day, I sit patiently (well, as patiently as I am able to sit) at my favorite window seat to meet with a potential client. Maybe it is because of the time change this morning, or the fact that I showed up 5 minutes late (typical of me) that I sit alone at the table. Maybe she scheduled the appointment in order to shut me up yesterday and threw out my card as soon as I was not looking.

Cry me a river!

Does her motive really matter at all? Probably not. I can rationalize until the lobsters come home, but the outcome remains the same. She missed our scheduled meeting and did not call to tell me or reschedule = inconsiderate.

It would be easy to wallow in self-pity right now. Rather than crying to myself or to those around me, I decided to stay at Starbucks, drink my green tea and conjure a blog post. The time is no less valuable because the client did not show. It simply looks different.

Back to the tenacity thing…

I actually do have a point to this pathetic story. It is not meant merely to depress, but to illuminate the possibilities tenacity brings. This one missed appointment will not ruin my day, or confidence in my potential and/or goal. It won’t dissuade me from further contact to reschedule.

Whatever the cause, it is not something I take personally. It is just part of doing business. Sometimes events work out as planned, while others prove to be an opportunity for personal growth. Either way, it’s all good.

Do you believe in your own potential? If so, what are you doing to create your reality? If not, perhaps it is time to re-examine your goals. When things go wrong, always have a plan B (even if you make it up as you go). The difference between success and failure is subjective.

I understand my objectives and what it will take to achieve them. I hold on tenaciously to visions of my future until they can be are realized. Share your thoughts and stories about disappointment and how you turned it around to your advantage.

Related articles

• Tenacity in 2012 (leadonpurposeblog.com)
• Evil 8 and Tenacity (thephysicalculturist.com)
• TODAY’S LEADERSHIP MANTRA: Tenacity. (martingysler.com)

who is your mirror?

looking in the mirror

I am your mirror

In essence, we all want the same things; comfort, food and attention. We relish seeing ourselves reflected from within our surroundings. Whether it is found in the clothes we wear, level of education, chosen profession, where we live or method of transportation (i.e. do you drive a Mercedes or a Hyundai?), we are revealing part of ourselves to the world. All of this and more is known, understood and accepted throughout society.

What I don’t comprehend is how people seem to dissociate from their mirror images when it comes to behavior. They act a certain way, then take no responsibility for their actions. Do these people think we no longer notice their reflections as they rant about things that should remain within their control?

SWI (shopping while intoxicated)

Recently, I read an article in Retail Wire about the perils of drinking while taking to computers for retail therapy. SWI is certainly safer than driving an automobile while intoxicated. By itself, the practice seems harmless as more consumers make online purchases.

It becomes a problem when the shopper habitually purchases online only to regret it the next day when the buzz has worn off, promptly returning all merchandise to the online retailer or worse yet a brick and mortar counterpart. Maybe there should be a public service announcement where the message is, “don’t let friends shop drunk.”

time to take another peek in the mirror

Understandably, people buy things and then suffer from remorse. Sometimes they return product while others simply hoard it (another topic altogether). The fit may be wrong if it is apparel or perhaps the item may not be as it appears online. I really don’t have issues with consumers who don’t wish to keep everything they purchase. Things happen/change, no big whoop.

The behavior I can’t stand is when a customer tries to deflect accountability for his/her poor judgment by blaming the e-retailer for a shopping addiction. In many years of retail management, I have seen customers become abusive when a return cannot be processed because of a thrown out or misplaced invoice or cannot return special orders once shipped.  With a thunderous shout, he expects everyone to bend to his will and disregard all policy and procedure.

I am not sure there is anyone to blame for SWI. Is it really necessary to accuse either party for irresponsible spending? Rampant accountability avoidance can be found everywhere. The economy is still slow and people continue losing jobs and homes. Companies as well as individuals who can afford it the most, sit on mounds of cash, failing to help boost the flow of money. Is there any wonder that some choose to escape for a little while by shopping online with money they cannot afford to spend?

Share your thoughts about SWI or shopping in general. What do you do to elude depression?

Related articles

• 5 Ways Drunk Shopping Could Put Your Finances On The Rocks (businessinsider.com)
• Online app retailer launches a real-world store (springwise.com)
• Is online retailers killing the “Brick and Mortar” stores? (lovehateandmarketing.com)
• Holidays can fuel shopping addiction for some (seattletimes.nwsource.com)
• Online retailers’ latest target: The tipsy (news.cnet.com)
• Shopping While Intoxicated nets online gains (msnbc.msn.com)
• Why Do Shoppers Bother With More Than Few Successful Online Stores? (essayboard.com)
• NYT: Shopping While Intoxicated nets online gains (msnbc.msn.com)
• Brits to spend over seven million online this year (shoppingdivas.com)
• Online shopping demand troubles frustrate Yule shoppers (customerthink.com)

What comforts are essential?

Image via Wikipedia

I just returned from my weekly jaunt to the grocery store. I know what you are thinking; who cares? After my usual trek through the wide, yet crowded aisles at Winco Foods, I bagged my purchases in recyclable bags (I try to be environmentally conscious) and headed out the door.

There is a reason for this meandering story

The other night in business strategy class, we discussed different business leadership strategies. Porter generic strategy suggests in order to gain a competitive advantage, a company must either differentiate itself or be a low cost leader. Winco has definitely approached the marketplace in the latter choice.

This journey to Winco was not much different than last week’s, but something triggered in my head. I perused the aisles with a more watchful eye. What did the produce look like How were the cans stacked? How many shoppers were in line and for how long before he/she checked out? What was up with all of the elderly couples shopping together and other seemingly trivial facts?

Can we survive without all the frills?

What is it worth to have your grocery bags filled for you at the checkout? Why does it matter if all the cans or boxes are facing the same way and stacked perfectly? Do you care if meat comes prepackaged rather than chopped up in the back by a butcher?

To me, and countless others who value-shop for groceries, clothes, cars, and other sundries, these luxuries are unimportant and useless. I actually prefer bagging my groceries. The checkers are friendly but efficient. The floors and shelves are clean and parking is no problem. I am not a coupon shopper (too lazy), but I don’t want to pay for extra frills.

Now for the differentiated model (ooh, I know you can’t wait)

Food shopping at Whole Foods is an entirely different world than Winco Foods. The produce is ripe and beautiful and I just love the gluten-free area as well as the deli and salad bar. Just thinking about it is making me hungry. They have every type of tea imaginable and exotic nut butters galore.

What is so special about Whole Foods that we are willing to pay a greater fee? Last week I bought bulk quinoa at Winco. Never did I think Winco would carry unusual grains. The reality is when I consider strange or hard to find items, Whole Foods is where I begin searching.

Whole Foods is effective at differentiating its brand as an organic health food heaven. Carts are much smaller because most people can’t afford to fill it like they would at a value store. Gone are the buzzing fluorescent light fixtures found in lesser stores.

Lesson learned: you can’t be everything to everyone.

Both brands of grocery stores are great examples of Michael Porter‘s theory of competitive advantage. Neither brand took the middle road and they are both experts in their niches. I can’t say that one is better or worse than the other. They are equally valuable to customers.

What brand do you identify with when shopping? Do you prefer being pampered and feeling extravagant as you shop for broccoli? Is bulk the way you roll? Share your thoughts on what comforts you cannot live without.

The Target/Missoni Dilemma; 3 Ideas to Rebuild Loyalty

disappointed about Target's lack of Missoni product

Is there such a thing as bad publicity? Recently (9/13/11) Target premiered a new line designed by Missoni, a fashion knitwear mega-player. Target did a tremendous job promoting the new line as long ques formed outside stores (the website apparently crashed from all the traffic too) in anticipation of the colorful zigzag items.

Blunder or genius?

From the news/blog posts read, you would think that Target really blew this one. They ran out of product almost immediately, and many customers were left angry and empty-handed. Maybe it is the retailer in me, but isn’t it the point to sell out of a limited edition line? I mean what retailer really wants to be sitting on product they can’t move?

sometimes the answer is no

Don't let the bastards get you down!

I hate saying no! There is something deep inside my psyche that screams failure when I’m unable to please people, which is probably one reason I am so good at customer service.

Rule number one in customer service is the customer is always right. The reason for this rule is simple; if you don’t aim to satisfy, you have no customer. Unfortunately, some consumers take advantage of this mantra and use it as an excuse to abuse those who are trying to serve.

Ahh, the salad days…

Back in my bridal days, I would do back flips (not really, this is a metaphor, you know) and tap dance in order to please brides. It was my duty to make “yes” statements and fulfill their innermost wedding dreams. Overall, I loved being part of her fantasy wedding.  It was great fun when a happy bride returned and showed pictures of her fateful day.

Too bad it was not all champagne, unicorns and rainbows for all of us. Some brides had problems with their gowns. Others had issues with bridesmaids, groomsmen, flower girls, etc.

Perhaps it was my fault, or one of the other bridal consultants who worked for me. Dresses came incorrectly, people mis-measured themselves, brides called off their weddings. I could go on for days about what could or did go wrong. The point is, sometimes mishaps were controllable and others were beyond my control. Whatever the complaint, I reacted similarly and took care of the customer.

Back to the present

Recently I have witnessed some of the nastiest customers to date, both at work and while shopping on my own. I understand that the economy is still in the toilet and people are grumpy, stressed out and broke.

This is no reason to take aggression out on a sales person or customer service agent. While in line at a convenience store a woman was shouting at the clerk because the store was out of a certain brand of cigarettes. Maybe this should be a clue to stop smoking (I know, it is another story altogether). I was appalled and embarrassed even though I had nothing to do with the situation.

What the woman failed to realize is that sometimes the answer is no. We are out of the brand, size, or style you were looking for. It is nothing personal. There is no conspiracy to displease you and leave you wanting.

As much as I hate saying no, I abhor reactions I get even more. Why add to the world’s stress by being inconsiderate of others? Is it really the clerk’s fault the store ran out of something? People are spending less and in turn stores are carrying lower inventories. It is the way things work; Supply and Demand.

OK, enough ranting already!

I will now step off my customer experience soapbox. Ranting is a great way to vent, but does it really solve anything? We all need to relax and realize that we are all in this together. Look at the bigger picture and see what you can do to make a difference.

Instead of growling, smile and become empathetic towards others. Stop thinking about your all-consuming problems and focus on something/someone else who may benefit from a thoughtful comment. Be the solution and not the problem.

What are your thoughts about the current state of rampant overreactions? Share your thoughts and comments. Better yet, next time you go in a convenience store (or any other for that matter),  show compassion and ask the clerk how his/her day is.

 

Related articles

• What exactly is the cost of poor customer service? TalkTalk provides an answer (thecustomerblog.co.uk)
• 5 Steps to Better Customer Loyalty [Customer Retention Tips] (customerthink.com)
• Attention Customers: Service Is A Two-Way Street (christinepechstein.wordpress.com)
• Customer Service Is Not A Set Of Rules…..It’s An Attitude! (knockoutcustomerservice.com)

Service vs Product: which is more important?

Back to school shopping can be exasperating for anyone. We are all looking for the same things (i.e. school uniform khakis, notebooks, dividers, shoes) and the closer we get to the finish line, the more likely stores will be out of what we need.

Added challenge: meet Sasquatch

My 13 year old Sam has always had big feet. I remember when he was born, the doctor, nurses, and my husband all gasped, “look at those tootsies!” As he now wears a size 14, it has become more difficult to find him shoes.

2 customer experiences – one week

I rarely have time to shop for myself and when I do, I have high expectations about what my experience should be like. Recently I had two shopping encounters that should have had similar outcomes but in reality, were wildly different.

Experience A: Michael Kors Outlet

What is missing here?

This past January I bought an adorable watch at the Michael Kors outlet in Sparks, Nevada. The associate helping me was wonderful and she helped me pick the perfect watch. I left happy, sporting my watch with the crystal bezel. Life was good!

Fast forward 6 months… one of the crystals magically fell out of the bezel. I was bummed, but didn’t consider it a big deal because I bought a watch from a good company (or so I thought).

When I went back to the store I purchased from and explained what happened, I thought they would repair or replace the damaged watch. After an associate informed me they did not guarantee the crystals and that I should have been more careful with the watch, I began to despair.The manager arrived on the scene to see what she could do (finally someone who might help).

Which hat do you wear most?

I Love Hats!

When I was searching for inspiration for today’s post, my mind went in many directions (no big surprise there), and I had a difficult time deciding which hat I should wear creating the post?

Did I just say hat? I happen to love wearing hats and can be seen sporting one often. Summertime means straw fedoras (tres chic) or the very occasional appearance of a baseball hat. Does a bicycle helmet count as a hat?

Enough about my hat collection, and back to my topic

There is a point to my going on about a love of hats. Another type of hat I wear is invisible and changes as I change roles in my life. Here is a short list of the invisible hats I wear:

1. Mommy hat: True that one of my children is 20 years-old, but I am still a mommy to her and my 13 year old. Today, 2 of my 3 nephews is at my house and my mom hat stays tight in place on my head.
2. Wife hat: I am fortunate enough to share my life with Robert for the past 15 years. If I could see this one, I wonder what it would look like?
3. Cooking/Cleaning hat: OK, in reality, that one sits on a shelf in my closet somewhere rarely to be seen by the light of day. I am no domestic goddess and anyone who knows me, realizes I don’t like cooking or cleaning. However the hat is still there to be worn on special occasions
4. Leader hat: I am very proud of the work I have done on my leadership skills the past few years as I worked on my MBA. This hat, never comes off when I am at work. I may not be the only leader in the building, but I always think and behave like a leader.
   

   Fedora anyone?

Lesson learned: we all wear hats

Whether you like wearing fedoras like me or just the invisible kind of hat, we all wear them. Which hat do you wear most often and why?

Related articles

• Great Leaders Wear Big Hats (blogs.hbr.org)

Is it better to look good or feel good?

we all work in a fashion fish bowl

I was shopping at a local retailer and was faced with a salesperson who was dressed completely inappropriately. She had on a skirt that was too short and tight and she was busting out of her blouse as well. The worst part was that she was at least my age (43). She looked desperate and like she was trying way too hard. This is when I wanted to take her under my wing and proclaim:

“It is better to look good than to feel good, and let me tell you darling, you look marvelous.”

Billy Crystal as Fernando Lamas.

I am dating myself with a reference to Billy Crystal on SNL but the quote seems fitting for my topic. Does it matter how you look and should it? Someone recently posed the question whether there are any fashion no-no’s for salesmen? My immediate response was Absolutely! You don’t have to be one of the beautiful people to be successful in sales (although it doesn’t hurt) but you should look as though you care how you are perceived by others.

thoughts on fashion don’ts

Not all poorly dressed salespeople look like streetwalkers. I have also seen some that are dressed like frumpulicious (I don’t think it is an actual word, but it should be) rejects. Here are a few good standbys for what not to be caught wearing at work:

• If I can see your socks, your pants are probably too short (unless of course they are cropped pants)
• Shoulder pads are not flattering unless you are playing football
• Pleated pants are passe and make your tummy look bigger
• Hawaiian print shirts belong on 90 year old men paired with white sneakers and black socks
• You are not fooling anyone by dressing in your teenager’s clothes

Whether you are selling clothes, services, medical supplies, car parts or anything else, it is important for you to look the part. As a salesperson, the first thing you sell is yourself. You want to become that trusted editor and an industry expert, you want to be taken seriously, and you want the sale! Stop kidding yourself by thinking that you don’t matter, because that is the image you are portraying to your customers.

Lesson Learned: it matters how you look

Whenever I have second thoughts about an outfit I am considering and I ask my husband his opinion, he always says that if I feel the urge to ask him, I should probably change my clothes. It is not the most romantic of comments, but he is right. When getting dressed, look in the mirror and ask yourself if you look marvelous, or professional. What is the overall look you are going for? What fashion disasters have you seen, or were you the disaster? Please share your stories.

Related articles

• Don’t lie and say that you love me (miriamgomberg.wordpress.com)