So You Received Great Customer Service...Now What? My 5 Tips Get You Started!

(Photo Credit: www.huffingtonpost.com) 

Bad customer service is my number one pet peeve. I can't stand when a sales associate doesn't greet me when I walk in the door, doesn't ask me if I need assistance, and simply forgets about me when I'm in the fitting room or waiting on a size. And every other poor behavior in between! 

A Los Angeles fashion blogger who has worked in retail for 6 years (from the tail-end of high school throughout college), I know what goes into making customers satisfied and what can really piss a shopper off. That said, I know how easy it truly is to be a kind retail employee and treat everyone with the same level of service. It's really all about the "Golden Rule" - treat people how you would want to be treated. 

Unfortunately, I often experience poor customer service for reasons I know exist, but I hate to accept (race? the way I'm dressed on a particular off day?). So when I do receive extraordinary help from an associate, I feel it's important to bring that person and his/her personality to light. What about you? While you may have tons of stories to tell your friends and loved ones regarding bad customer service...do you make an effort to spread the word about great customers service? If you've never taken an extra step to do so, I suggest that you take a few minutes to get that rollin'. Positive feedback can go a long way, and it honestly says a lot about your character as well! The term "giving back" can be interpreted in many ways, and I think giving praise to where praise is due is one significant aspect to this term.

Here are some ways you can give kudos to your favorite sales associate: 

(1) Write a review on Yelp or Facebook. These days it's all about social media, right? Yup - pretty much. So turning to sites such as Yelp or Facebook to rate a certain store and write a review means the world to a company. Be sure to include the associate's name, store number, and the details regarding your visit!

(2) Promote the brand/store/associates on Social Media. Do not underestimate the power of word-of-mouth, and again, social media is a fabulous place to spread your positive experience with friends, family, and contacts! Facebook and Instagram provide great space for tons of interaction with your connections, which gives you a chance to answer specific questions that others may post. In addition, if you tag that particular brand/store, it could take notice and likely get involved with the convo and possibly even share on its corporate page. Also, if you tag that sales associate's social media page, he/she may also get involved and share or repost on his/her personal page!

(Photo Credit: www.luxurysociety.com)

(3) Ask to speak to the manager. The next time you can't stop smiling after making your purchase, simply because you treated with a lil' (or a lot of!) TLC, ask to speak directly to the manager. Communicating your experience first-hand regarding a particular associate will, in turn, make the manager smile. Your feedback will be appreciated, and you never know, your kindness may be the cherry on top for someone. Your new favorite helper may now get that raise!

(4) Email Corporate. Sometimes, you need to process the entire experience during you drive home before you reach out and share your experience with a company's corporate office. OR, you may have already utilized social media and spoke to a manager about an associate's professionalism....but still want to make that extra effort. Either way, you can typically find contact info to a store/brand's corporate office directly on its website if you wish to reach out and send a 'thank you' message.

(5) Remain a Loyal Customer (And Make Yourself a VIP!). Remember, if you really enjoyed your experience with an associate, it's likely that he/she did too! Day in and day out, these people have to deal with rude customers and challenging situations, so if they continue to see your friendly face on a regular basis, you can count on being treated with R-E-S-P-E-C-T.  Beware: His/her happiness may be contagious; don't be surprised if other associates step in to help you as well. Oh, and wanna be notified when upcoming sales or promotions are coming? Just be your sweet self, abide by The Golden Rule...and welcome the special VIP treatment with open arms!

If you liked this article, you might also like "Shopping for the Right Jeans: 3 Tips to Help Save Your Sanity!"

My #1 Tip to Surviving Bad Customer Service: SPEAK UP

Bad customer service is my number one pet peeve of all time. Yes, I hate when people chew with their mouths open or shake an empty glass with ice cubes clankin' all around. But those god-awful sounds are really nothing when compared to dealing with lazy, rude,ignorant, and unqualified retail sales people.

I have most definitely been discriminated against on multiple occasions based on (what I believe was) racism, sexism, and ageism. But this article isn't about pinpointing and analyzing the various degrees of bad customer service. Nah. This article is specifically designed to help you survive wardrobe shopping in boutiques or specialized shops amidst being struck with a lightning bolt of bad experience. Those who know me or have hired me as their Inland Empire or Los Angeles personal shopper know that I have a lack of patience when it comes to being treated poorly. Straight out: No one deserves to be treated like poo.

Throughout all of my years in college, I worked in retail. There were times I didn't feel like being at the mall and there were times I loved it. But never would a customer notice my true feelings about my work shift. I  have always valued professionalism and common sense ("I chose this job, and they chose to shop where I worked. Why give an attitude? Not necessary.") During one of my training sessions, at 17 years old, a manager shared with me that she treats customers as though they are guests in her home. That struck a chord with me immediately -- I loved her mindset. From that point on, I felt it was my mission to make every person feel welcome. Taking that ownership and "going above and beyond" with every customer earned me a promotion into management at Natural Wonders, where I sold candles, indoor fountains, and telescopes, I took the same "guest in my home" philosophy with me to Nordstrom in the T.B.D. and Savvy departments. At "Nordy," I eventually received a Customer Service award, my picture on the wall, and sincerely devoted personal clientele. I also naturally live by "The Golden Rule," which contributed to my success in retail.

I share all of this with you not to toot my own horn; rather, I want you to understand and truly believe that there are amazing, nice employees who work at fabulous shops! There are many people who work in retail to jump start their career in fashion sales, merchandising, and/or styling. If you are able to have run-ins with these type of employees -- those who typically have product knowledge to share and will bring you sizes to your fitting room -- it is very likely you'll be skipping out of the store, clutching your shopping bags, and smiling from ear to ear.

But what if you don't get assistance from a sales associate of that caliber? Or, what if you can't even find a friendly face to help you? The most important thing is to not let that employee ruin your afternoon of shopping. An idiot is an idiot, and yes, there are some that may work at your favorite places.

So what could my number one tip be, when it comes to surviving bad customer service? The answer is very easy to remember: SPEAK UP. You should be greeted upon entering a customized store or boutique, offered a fitting room when need be, asked if you need a shoe in your size, told about all of the sales and BOGO ("buy one, get one") deals of the day, etc.

Everyone speaks up differently. I am very vocal, and have no problem asking for a manager in front of the person who was rude to me and then explaining what the problem was. There are others who wouldn't dare dream of doing something like that; he or she may prefer to go home, find the email address to the corporate office and write their complaint. That's fine too. Speaking up is speaking up. Not only will you feel empowered, but you are actually doing a service to the establishment. Many higher-ups are so busy that they are not aware how certain employees are behaving. Only good can come out of you speaking up and acknowledging that bad customer service is not OK with you. You might feel like "Oh, I'm just one person. Will it even matter?" I get it. But imagine if a manager only needed one more complaint to get that sales associate outta there...

Just as passionate as I am about standing up to bad customer service, I am also passionate about speaking up when it comes to good customer service. Please share your experiences by talking directly to a manager about an employee or writing a letter in praise of that special someone. As just one person, you may be the final factor to helping him or her get a well-deserved promotion.

P.S. If you are experiencing disgustingly poor customer service, still speak up as you feel is best, but just get the hell outta there before you spend your hard-earned dollars at the wrong place. 

Photo Credits: www.cybermediacreations.com,  wwww.lightweddingdresses.com,  www.yourlife.usatoday.com   

Shop It To Me with Your Online Personal Shopper!

This is the day and age of fast information, and getting it right now. I mean my life stops if an e-mail going out gets stuck in my Outlook send folder for whatever reason.

And pretty much -- I'm the same way when it comes to personal shopping. Not only do I, a personal shopper within close distance to Los Angeles, want to deliver instant results to my clients; I hope that as they shop around for themselves online, they are provided with what they're searching for. But finding exactly what they are searching for is not always that simple.

Although I'm really into zafu.com, a popular destination site for jean shopping, my new fave is Shop It To Me. After the brains behind this site learn just what you're looking for, they go out as your "personal shopper" and figure out which sites have what you desire. For instance, if you're looking for a new Juicy Couture sweatsuit in the latest Spring color, Shop It To Me will scour online stores and boutiques such as Nordstrom, Neiman Marcus, or Bluefly, before notifing you when that site has your size or the sale price you're looking for. Hello -- FABULOUS, right? Oh, and a lovely detail you don't wanna miss out on: it's a FREE service.

And here is how this San Francisco-based company evolved (straight from them...don't you just love "About Me" pages?):

"Shop It To Me began after one too many frustrating trips to on-line retailers. We were tired of finding out about on-line sales too late. We were too busy to spend hours each day searching the web for the latest deals. Why couldn't we just give someone our preferences and have them search for us?

So we decided to create a different way to shop.

Our first service, Shop It To Me Apparel, proactively sends you clothing that matches your size and brand preferences as soon as it goes on sale. Shop It To Me Running allows you to find out when your favorite running shoe models and running gear go on sale. It's so easy that you will never shop the same way again."

Try it out, and share your experience with me! If you need my assistance with figuring out the styles you might want to consider, and where to even start, before taking advantage of Shop It To Me, please contact me. I'd love to chat with you.

Happy Saturday!

Photo Credit: http://www.shopittome.com/

"My Fashion Headache" -- A college student seeks a makeover for less!

Thank you to Ashley-Nicole of Ash Magazine. She recently contacted me with her "fashion headache," asking a question that is all too familiar to me.

"I am thinking about getting a new look with the clothes that i have, since I'm a college student, I don't really have the money to do a "How do I look" makeover. In terms of clothes, I guess I want to know how to mix and match what I have and still look stylish."

With the pressure and long hours of school, being stylish shouldn't have to create or add to the stress that may accompany your college life. The corporate professional who is busy all day multi-tasking and wishes for a new look can, I'm sure, also relate to this question (yeah, I'm sorta talking about myself). So I've provided my top 5 tips and suggestions as to how you can alleviate this challenge and feel more confident with what you have, as well as how to incorporate new pieces to your wardrobe without breaking your bank:

(1) Make coffee at home. So Ashley-Nicole, I'm sure you know how fast a few dollars each day can add up. Meaning, if you fork over 2 bucks a day for 5 days out of the week, that's $10 you could always put aside for say, a new pair of earrings, a tank to layer, or a new belt, right? I haven't done this yet, but I like the idea of putting aside a jar or a piggy bank and making it your "makeover" pot of money. Little things can really make an outfit pop! So just because you may not have 50 bucks or $100 for new jeans, you may have $20 to splurge with. That may just means shop sales more often.

(2) "Closet Clean-up" time. When was the last time you actually went through your closet and drawers? If it's been too long to remember, do a little tidying up each day. For instance, tomorrow you might want to pull out everything that truly isn't flattering on you, and figure out where to donate them or who to give them away or sell them to. Then the following day, you may want to pick out your favorites and try them to see if you still feel the same about those pieces. By doing this, I predict that you'll realize just how many clothes you really DO have. Then with what you enjoy wearing, start playing with everything! Remember how fun "dress up" was when you were a kid? Who says it has to stop now.

(3) Get a part-time job at a local retail shop. My first half of college, beginning at age 17, I worked at Natural Wonders -- a novel store that sold water fountains, telescopes, candles, etc. But when that company went bankrupt, I decided to continue to work in retail. As a student, it worked with my hours and even though I lived with my parents at the time, I still wanted my own fun money to...well, shop! So, I applied for Nordstrom, got the job and worked at two "Nordi" locations for three-and-a-half years. One of the best perks of the position as a sales associate? The discount. As long as you can control your spending habit, it can definitely help your purchases. Of course, I felt like I never got paid because I literally returned my check to the store because I bought way too much expensive clothing in the "Savvy" and the "TBD" department. At the time, I wasn't realistic with my place in life.

(4) Get a personal shopper...for FREE! Like many businesses, I charge for my services. BUT, in bringing it right back to my days at "Nordi," I loved my personal customers. I would make appointments, pre-sale to them, and search the store to help them find exactly what they were looking for. Did they directly pay me anything? No. A benefit of shopping there is that you can look forward to good customer service. The next time you are ready to shop, but possibly feel uncomfortable to walk into this upscale store with a limited budget, call the department first. Let them know the sizes you're looking for, your budget, and what trends you want to try. And boom -- you have found a personal shopper. Although she will have to balance you with several customers at a time (meaning, you gotta be at least a little patient), imagine walking into the department and she already has a fitting room set up for you with all of the clothes hanging. Worse comes to worst, and you don't like anything or realize you really can not afford anything she found for you, at least you are experimenting with styles and discovering what you really like. Before you leave, be sure to get the sales associate's card and ask her to get your information and for her to call you when there are sales!

(5) Give Yourself a Break. You are a college student Ashley-Nicole, so this means you are opening the doors to future days of possibly NOT having to watch your cash flow so closely. I used to have a favorite raggedy sweater I wore for years when I was at school -- it made me feel confident. Remember to be passionate about what you DO have, and know that finding your true style comes with time or can change over night. Oh, and if you have a sister or cousin with your similar size and shape, go raid their closet!

Contact me with your "fashion headache," and I will be happy to answer your question or address your concerns. I am also available for phone and/or online consultations, in addition to several other affordable services.

My Answer to Bad Customer Service

In following up to my original post called "Such Thing as Customer Service in Upscale Boutiques?" which involved my sister, my niece, and my frustrations gone wild, I am ready to share what I did.

I posed a quiz to see how some of you would react to my recent dilemna: getting text messages from my sister about the bad customer service she received at a posh boutique during her weekend shopping trip with my niece. And really there was no wrong answer except doing nothing. At least, that's what I deem the wrong answer to be.

So "Andrea" got it right on the money, saying this:

"...I would probably choose E, and call the manager. I would first encourage my sister to speak up about her experience and if she didn't want to, I would probably take it upon myself to do it.I also know the importance in good customer service, and when a family member or I are not subject to that, it is unacceptable."

So that is exactly what I did. Once Sarah told me the store that did her and my niece wrong by not even greeting them or helping her (especially when they were the only ones in the store!), I took it upon myself and called. My phone call went a little something like this:

"Hello, my sister...well, wait a minute -- I need to speak to the manager (the woman replies she is the owner). Well, I'm a bit disturbed to hear that my sister and niece were just in your store checking out Ed Hardy stuff and was completely ignored by the two ladies that were working (she says that she was the one standing there, acknowledging she recalls seeing them come in, but before she knew it, they were gone, and she couldn't get a word in edgewise...). Now, let me explain something to you: I have worked in high-end retail, and good customer service starts with just saying hello. And unfortunately for your store, you won't be receiving my sister's purchase, 'cause BOY can she shop! (she says she hopes my sister comes back, but I reassure that she never would.) In addition, I am a personal shopper and work in the fashion industry, and this is very disappointing for me to hear. I will make sure that none of my clients walk in your store and I, myself, will not be visiting you anytime soon. (she then excuses herself when we're talking to greet the customers walking in...it's like gimme a break -- you're trying to show me NOW that you're all about good customer service?!) Well, I just want to bring this to your attention because it's really a shame to ignore a potentially valuable customer (and then while she tried to speak again, I hung up.).

So that's how it went down! This happened just over a month ago, and I'm still proud that I contacted the store. However, now I wish I would have gone in there to test my sister's experience out. WAS my sister a really fast shopper that day, and exaggerated to me. Or, did she barely describe the lack of friendliness in the store. Either way, I felt empowered to give her a piece of my mind.

And you got me, I don't work IN the fashion industry, I write about it. But it doesn't hurt to scare her, right?

Isabella Dee turned her experience around completely -- a popularly chic boutique in the Claremont Village. Currently, I am trying to score an interview with the owner about turning my sister's frown upside down. Wish me luck! ;)

Photo Credit: http://www.thesun.co.uk/sol/homepage/showbiz/bizarre/online/article264775.ece (at least my sister left Isabella Dee as happy as Lily Allen looks! Maybe Sarah's original experience was meant to lead her to the righteous land of retail therapy in such abfabulous shop).

Such Thing as Customer Service in Upscale Boutiques?

My sister had a recent run-in with poor customer service at a local boutique pouring with Ed Hardy stuff in Claremont, CA (to my neighbor fashion junkies -- it's in the newly built area of the Village), and I reacted in a distinct way that made me proud. Yet, being a week later since the incident happened, I'm not so sure if I did more of a disservice than actually helping the situation.

So I'd like for you to take this personal quiz to see how YOU would react. And then I will tell you which route I took, and which store actually turned my sister's mood around. They definitely deserve a shout-out. Here we go:

If your sister sent you a text message saying that she just spent time in an empty store with her daughter in a stroller (unfolding jeans and holding them up to look at over and over without assistance), and was so disappointed that the two women at the counter did not even say a "Good morning!" to her, that she walked out offended and embarassed...what would you do?

A. Nothing

B. Nothing, but never step inside that store again

C. Encourage your sister to go back and complain about the store's lack of customer service

D. Meet up with your sister, go back to the store and YOU do the fussing

E. Call up the store, ask to speak to the manager and share your sister's experience and disappointment with him or her

F. Visit the shop by yourself and do a test run -- see if they talk to you -- in order to see it was how they really are with just one person or if it is based on other factors. But either way, you never go back.,

G. You jump online and write a Google or Yahoo review about that boutique's poor customer service

H. You judge the store for yourself and make your own judgement. What happened to your sister could have been her fault -- it has nothing to do with you...

I. Other

Good customer service is near and dear to me, so I am extremely interested in how you would have reacted. Be open, and feel free to let the juices flow!!!

Photo Credits: My camera capturing the fabulousness of my sissy and niece hittin' the sidewalk.