A bad experience is easy to find .....

This week I took a day out of my business to attend a seminar.  You know, time to work ‘on’ the business instead of ‘in’ it.  I had seen this seminar presenter deliver a 2 hour session a few years ago and thought ‘Hmm, there would be some value in attending a day’.  So, over a month ago, I coughed up my $97 and registered for the seminar.  I was keen.  Quite convinced there would be some good content over a whole day.

The day arrives.  8.30 am registration.  9.00 am start. After completing an odd registration form where we signed our lives away over not recording the event, wearing a name badge at all times, not making any legal claim on the presenter and agreeing to not stand on our heads during the session, we were kept waiting in the corridor until the doors opened…. at 9.40 am.

No apology for the late start.  We were corralled like herd of sheep and jammed into rows of chairs so close together that I was relieved to have dropped a few kilos in the past couple of months.

'Yes Yes!!!'

What happened next was the most pathetic display of NLP technique I have seen to date. Again, like sheep, we were instructed to turn to the person next to us tell them how ‘hot’ they look today.  Then there was the chanting of the ‘yes yes’.

Every cell in my body was screaming for me to get out of there.  But, I convinced myself that it would improve. I would surely get my $97 worth.  Could I hang out until the tea break?

Well, I tried.  But the pain became too great.  11.15 am and not once piece of content had been delivered.

As I left the room and filled my lungs with fresh air the relief was instant.  Not one of the crew checked to see why I was leaving.  Either they didn’t care for the feedback or had not been briefed on that scenario.

I was left wondering if I was the only one feeling this way?  Or, perhaps I was the only one with the courage to take a stand and leave? 

What happens that allows others to pin us down; to steal our precious time? To undervalue us and our commitment to hearing good speakers share information filled with insight and inspiration?  How is it that we feel so unable to stand up for ourselves and move from a situation that just doesn’t fit? 

 Interestingly, even bad experience present benefits. What did I get in the end?  Apart from learning what ‘not to do’ at a seminar event, it gave me the opportunity to reflect on where I am.  I found these fabulous insights:

1.     My daughter turns 21 this year. I’m proud to have modeled for her the strength to move away from what is not serving her.

2.     I confirmed for myself that authentic presenters, those who speak from the heart, genuinely connect with their audiences.

3.     I can make that $97 back but I can never regain the time investment.  Once time has gone, you don’t get it back.  Glad I took off before lunch.

Giving value to my clients has always been important to me. That lacklustre seminar confirmed this:  Value comes to life in the recipient’s experience.

So, here are two questions for you:

How do you show your clients that you value the time they invest with you?

How do you use your time with them to give your clients a valuable experience?

Department Store Stylist .... Beware!

Independant

I was shopping with a favorite client last Saturday at Melbourne's fashion capital, Chadstone.  This partner of one of Melbourne's big consulting firms needed the experience of navigating boutiques to gain some understanding and confidence of what works and what dosen't.

We spent some time walking the floors of both of Chaddy's main departments stores picking labels and cuts that work magic for her shape.  I showed her how next season the shapes and styles may not work just because they work now.  Keeping a fresh and current perspective is important for professionals in service based industries.

Relying on the ONE label to serve you in your career is crazy, not to mention boring as bat crap!  I recently invited a senior leader in the banking sector to a special event of one of Melbourne's up and coming fashion designers.  She said 'I only wear the one label and would never consider changing'.  Stone the crows!  How bloody dull!

Anyway, we were fossicking about a couple of pieces from an Aussie label and along comes this lovely lady asking if we would like some help.  'I'm the store stylist and will be delighted to assist you with anything'.  How lovely!  Thanks very much, I'll give you a hoi if we need some help.  Thanks for offering.

Well, blow me down if we didn't run into her again in the change room.  She was with another client trying on a colourful top, telling her how fabulous she looked in it.  As the change room door closed, I took the opportunity to ask her about her back ground.  Turns out it's her first day in store.  She worked in sales for two fashion labels running teams and has done a bit of interior design.  My client opened the door to the change room to reveal a top that was so wrong.  Before I could say 'get that off, you're way too hot for that' the store stylist remarked how fabulous the top was on her.  It was all just so very wrong ........

Be careful of in store stylists.  They are there to sell the product whether it works on you or not.  Yes the service is free, but the advice may be a bunch of coddswallap.  You'll get what you pay for every time.  The store hires them to sell.

A GOOD stylist is completely independent of ANY store or label.  He/she is there for you, not the store.  Think about that!  You can claim the services of a professional stylist as professional development on your tax return.  Smart investing I reckon.

We finished our shopping trip with my client feeling grateful for honest, independant, down to earth advice to suit her life and career.  She was glad she spent the money engaging advice that worked for her.  Smart cookie that one!

Hello Zara!

Zara Chadstone

Zara has opened this week at Melbourne's fashion capital, Chadstone Shopping Centre.  Over the past decade, Zara has become popular due to its ability to produce what is known as chic imitations of designer garments at high street prices.

This becomes the fourth store to open in Australia.  The Chadstone store is based on Zara's new store in New York.  Spacious and well lit with plenty of room to move around.

It's well laid out and beautifully merchandised.  Plenty of people milling about in there today trying things on, hanging about the counter waiting to purchase and others just having a look to see what all the fuss is about.

Creased!

I walked in to check it out and was really quite disappointed.  The staff looked exhausted and for the 10 minutes I was in the store early this afternoon, not one of them had a smile on their dial.

After a little on line research later today, I found an article where one woman mentioned her delight at the fact that nothing is made in China in a Zara store.

Everything I picked up was made in either China or Cambodia so I'm not sure what planet she was from .......

I scanned each and every rack in the women's section and did not find one garment that had been steamed after being extracted from its packing box.

Each garment was creased.  Given the effort put into the store layout, the hiring of security on the front door and the number of team members milling about to process purchases, it was a let down to see the condition of the garments.

Poor Quality

No doubt it's cheap.  But remember that you WILL get what you pay for.  Upon further inspection, many of the garments were poorly made.

Any garment that you choose to add to your collection must 'earn its rent' in your wardrobe.  It you don't love it, wear it and need to replace it, it simply IS NOT WORTH BUYING no matter what price.

Zara won't be on my destination list for clients who are looking to bring a few new pieces into their wardrobes.   I just don't see the value.

But maybe I just caught them on a bad day?

Why sale time sucks!

Major retail chains have transformed sale time into an art form by massive discounting strategies and sale after sale.  And they wonder why consumers are big time confused?  Consumers are refusing to pay full price because retailers have trained us to wait for their constant sales where they import junk from Asia at reduced prices.  yes they do and we fall for it time and time again.  Incredible isn’t it?  Of course there are some genuine reductions but most of it is marketing hype designed to get you in the door and get emotional about buying stuff you simply do not need.

Don’t get me wrong.  I’m all for a genuine sale when it actually is a genuine sale.

Fashion designers in Europe have two genuine clearances a year.  They go on sale for a week, make a big deal of it and then the new season stock is on the rack and the sale items are gone.  Banished into a big black hole never to be seen again.  So you need to be quick.  Savvy European shoppers know the system and know it’s a real bargain.  They queue up for it.  European fashion designers are amazed at how high Aussie retailers mark up their stock.  How do we do it?  Well guess where it's coming from and you'll get your answer.

It's a Clayton's sale (pretend!)

Pretend Sale

Australian retailers are looking constantly for a new excuse for a sale just to get customers in the door.  As consumers we have become distrusting of our retailers.  50-70% reduction indicates that the prices must have been hideously inflated to begin with.  Consider all the times you see sale signs in the stores apart from end of financial year and new year sales?  Heaps of them. 

And there goes the designer's intellectual property ........

You’ve seen the sale that has genuine Prada handbags for $50 right?  Well, come on sunshine.  You’ve gotta know that this is not for real!  We live so close to the country known as the great knock off for copying labels and ripping off the designer’s intellectual property.  Here’s the deal:  it is not cool to rip of a music artist or a fashion designer.  Save up and own the real thing or don’t bother.  It’s fake and it looks fake.  You deserve better.

Less is MORE!

Save money - shop smart!

You see a sale sign and you start to tremble with excitement!  I know the feeling.  But if it’s not on your list as an essential or a new season item that will go back with at least three things in your current collection, you can’t have it.  You are wasting your money.  Regardless of how cheap it is, it’s still a waste of money if you don’t wear it and wear it well with confidence.   Less is more.  You do NOT need more stuff to be stylish.  You just need the right balance of great pieces that will create a story.  I have seen too much stuff over the past 10 years in wardrobes purchased on sale and 3 years later the swing tag is still hanging off it.  You know you’ve done this eh?  I know it too!

If you are in need of retail therapy for a feel good fix, avoid the fashion stores and head to a spa for a facial or a manicure.  You'll never regret that experience.  I had the facial of my life at Natskin in South Melbourne last week.  Best gift a gal can receive!  But if you go shopping when your emotional pot is low, you will end up with orphans in your wardrobe.   They are the garments with no family, no one wants them! 

Let’s face it, sales are messy, good luck finding your size and most of the garments have been picked over, are pilled or covered in make up by some disrespectful soul who thinks the world owes them a living.

Genuine brands rarely go on sale.  Most of them don't have to.  And if they do, it's for a short time only and then it's over, like the Europeans do it. 

Aren’t you worth more than that?  I think you deserve the best and are 100% worth full price.  Choose wisely.  Consider your cost per wear and you are right out there in front when you pay full price and get your money’s worth!  You won’t compromise on your life partner, so don’t compromise on your clothing selection either!

So what now?

Happy with great service!

Get in at the start of the season and strategically add to your collection.  I recommend replacing your basics and then add a minimum of 2 new pieces each season that will work back with what you already have.  So you need a plan.   Yes, you do.  And you need a budget too. 

In for some great service?  Two of my favorite retailers for great service are Etal for women's smart casual and some innovative business pieces and McClouds shoes for men in Melbourne.  They have it nailed and don't subscribe to a sale mentality.

My two bob's worth for Australian retailers?  Get your focus off price and sales and get on with some great service.  Many of you are letting good customers slip through the net because you don't care.  The price is quickly forgotten but we NEVER forget how good the experience was or how good we feel when we wear that amazing garment.  Think about that retailers!