Thursday, December 20, 2012

The Customer Experience

As this year winds down and we get ready to start new adventures in 2013, I've been doing a little thinking.  I've been asking myself, "What do I want for my customers?" 
As you can imagine, many answers have come to mind.  From great products, to friendly staff, and everything in between, the thoughts that pop into my mind have been endless.  
But the one word that keeps resounding in my head is 'experience'---I strive for the Shoppe to be an "experience".  I love Webster's definition of the word......
"The fact or state of having been affected."
BINGO!  The dictionary magically put my thoughts into the perfect sentence.  I want our customers to truly be affected when they visit our Shoppe, to leave happier than when they came in.
When you reflect on trips you have made to certain destinations, do you recall truly being affected?  I know I do.  The Disney experience is certainly top of mind.  I also think of specific hotels and restaurants that Willie and I will frequent over and over again simply because they deliver an experience that affects us.  And each wonderful experience seems to have the same consistent elements we strive to deliver at LaurieAnna's:
1.  They are happy to see us!  We are not just greeted---we are greeted sincerely.  We are welcomed in the same way we would welcome guests into our own home.

2.  We are treated with kindness and respect throughout our visit, delivered by every single employee.  It's evident that the owners put thought into the character of who they hire.

3.  We are provided with help on a personal level---with friendliness, warmth, and with a desire to get to know us.  Many times they already know what we like.  If they don't know, they find out---not in a pushy, 'salesy' way, but with sincerity and a desire to help. 

4.  They love what they do.  The owners and staff have passion for their work, and their passion is contagious.

5.  They have fun!  They are happy to be at work (which is easy when you are passionate about what you do), and their happiness spreads from employees to customers.  There are plenty of smiles and laughter.  Customers leave happy and want to come back.

So that's our 2013 list of the top 5 elements that will help us achieve our goal to create a wonderful "experience" that truly affects our guests.   

The short version of the above list......
I want you to love the Shoppe the way that I love it. :-))
From Willie, myself, and our entire staff, we wish you and your family a Merry Christmas and a very happy, safe and blessed New Year!