First Impressions and why service matters

Part of what I do an an image professional is to help my clients by sourcing garments to fit with their lifestyle and career/business goals.  I contacted a boutique in Lygon St Carlton that I had not worked with before (had walked past to check out the labels and quality of stock and gave it the thumbs up).  So, all good based on first impressions.  This store looked great, great labels, not a bad size range and lifestyle range to boot.  I'm impressed.

The Experience - Lucky me, I got straight onto the manager.  Fabulous!  Well, not really .......  She proceed to tell me that due to a negative experience with an image professional once before, they no longer allow us to shop in the store.  She went further to highlight the fact that all her staff are trained stylists and well qualified to build wardrobes for clients based on their colour, shape and needs.  And then she hung up on me.  Interesting, isn't it?

I decided that I really needed to give them another go, so off I went into the store for a bit of a mystery shop to test the service levels. As I entered the store the two women working in the store looked at me.   I picked up a pair of smart casual leggings and held them up for a look.  At this stage one of them walked over to me and said 'they are great, just like a girdle to hold everything in for you'.  I proceeded to look at my tummy and toosh and wonder if it were so obvious that I had gained a couple of kilos?  I told her I was looking for a pair of smart business pants for work.  She took me to the rack at the back of the store and picked out a couple of pairs.  'You'd be a size 10?' she asked.  I asked her for the size 12 bemused that 60 seconds ago she thought I needed girdle pants, now she thinks I'm a stick?  Oh dear!

She pointed at the change room and sent me in to try them on.  Well I tried both unsuccessfully. The shape was not flattering on my body at all.  There was no assistance forthcoming and I left the change room with those flash pants hanging on their lovely wooden hangers.  As I was leaving the store, she assured me she could do an entire wardrobe for me.  Because that's what they do there.  They know your colours and style and entire lifestyle just by looking at you.  Seems they know your underwear needs too!  I left empty handed but significantly wiser.

The Point - Take care to not be fooled by a person or a products good looks.  Things are not always as they may seem underneath.  Service matters.  It matters big time.  I may forget what she said about the girdle pants but I will never forget how that comment made me feel.  It significantly reinforces for me that as image professionals we must never underestimate the power of building rapport with our clients to help them to step up to and embrace the confident and savy individual that they are.  It's about permission to give feedback.  This is a privilege that we earn, it's not just handed over.

I will continue to take my clients to boutiques where they will be respected and looked after, and they will choose to spend their money where it feels right for them to do so.  Its a sure thing I wont be going back to that boutique!  Remember Pretty Woman?  Great lessons to learn.  I'm very interested to hear about your shopping experiences!  Do post a comment!