Sears Hometown Shop Talk Take a Little Raford with You
September 14, 2010 Hometown Store 0 comments
Most people will read this title and think to themselves, what could take a little Raford with you possibly mean? To me, it is personal reminder of how important the customer is in retail. It is easy to get caught up in the daily activities or running a retail store or working for a large corporation and forget about the most important asset that any retailer has. It is not the inventory, the store location, the land or even the brand image, it is the customer.
On my first trip to Northern California with my wife some years ago, we were stumbling through the Russian River valley with no real plan. It was a fly by the seat of your pants vacation, no plans, we will figure out as we go along. Looking for a place to stay one night, we stumbled upon a bed & breakfast with a couple of palm tress in the front yard and I said we have to go in here.
Well, needless to say, that was my first Raford House experience and now I cannot go to California without a stay there. The inn is always neatly kept and clean, not fancy, but not shabby by any means. The difference that this inn has over any other in the area is the innkeepers, Rita and Dane. Both go out of their way to make sure every guest in their home is comfortable. They make you feel as though you are one of the family and not simply a patron who is paying to stay there.
In the morning, Rita makes one of the best breakfasts that you will have and Dane is always there to greet the guests and to talk about what plans they may have for the day before he heads off to work. He makes sure everyone has directions to where they are going and points out the best place to stop for lunch, wine or if you want to canoe on the Russian River. The thing that stands out the most to me is this: Before Dane leaves and the guests head out on their daily adventures, Dane gathers Rita in front of the fireplace, thanks everyone for spending part of their vacation with them, wishes everyone a great day full of fun and exploration, and for those who have to leave and go home to make sure and take a little Raford with you wherever you go.
All departing guests are given a special gift when they leave. It is not a 10% off coupon for your next stay or a bottle of wine; it is a large bear hug from Dane. Many people have probably read Jack Mitchells book, Hug Your Customer. I would venture to say that Dane has not read Jacks book nor did he go to business school to learn the theories of customer satisfaction and the best methods for customer retention. It is the simply the theory of making a personal connection with every customer and making them feel special. It is as simple as thanking every customer who decides to walk through your door, even if they are not buying, and make them feel as though they are the most important asset that you have. Help all of your customers take a little Raford with them as they leave your store.
I would like to hear about a customer service experience that was above and beyond what you expected. Please reply to this blog post and let me know about your experience
About Me
My name is Jon Phillips. I am the Director of Field Business Development for the Sears Hometown Stores. I look forward to hearing about your great customer service experiences.
About Sears Hometown Stores
Sears Hometown Stores are two Sears store formats located away from shopping malls. Hometown Store is locally owned and operated Sears stores and Home Appliance Showroom is the leader in home appliance shopping. Our friendly and knowledgeable store owners and showroom managers proudly serve your local community and offer you largest selection of home appliances, tool and lawn and garden equipment, and home electronics, exceptional customer service, best price guaranteed plus credit, delivery, installation and protection agreements.
Sears Hometown Stores established in 1993
Sears Home Appliance Showroom established in 2007
www.SearsHomeApplianceShowroom.com
Sears in Spanish
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