Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Chapter 42. Keep the service level up even when things are busy

As we said earlier, customers can arrive in waves, from no one in the store for hours to, suddenly, many people needing assistance at once. This phenomenon often causes customers to become irritated and puts pressure on the sales staff who are trying to do their best.

People grow impatient when the instant gratification they are used to is not there. Because of this, when they have to wait, their expectations of the service become even higher than they would normally be.

Sales Ambassadors are sensitive to this issue. If there are customers coming in who are obviously not happy with the crowd in the store, they are still greeted and offered an apology. Sometimes the suggestion, "Could you possibly come by a little later?" may be made, or when appropriate, the Sales Ambassador may propose an appointment.

If the customer is going to be in the same area for a while and wants to give her cell phone number, the Sales Ambassador can contact her when the boutique is a little quieter.

What could be available in the boutique while people are waiting? Magazines and catalogs, and if space permits, there should be places to sit as well. A proposal of something to drink is an option to consider. Some boutiques are also offering their customers Internet access and a telephone and even cell phone charging stations. What about providing games and toys for children?

Many boutiques are also hiring a doorman to make the first impression very ...