March 20th, 2009 in Danny’s recent post reminded me of one of the best customer service/sales experiences I’ve had, when I was spending the most money I ever have. I was buying an engagement ring.
When you’re buying an expensive, luxury or rare good, I guess you’d expect the level of service to be higher than that of a mainstream retail chain. But I went and saw plenty of other jewellers, selling rings just as expensive or beautiful, but each one of them felt “mainstream”.
The jeweller I bought from did understand. She understood that what I was about to buy was for keeps. A once in a lifetime purchase. She’d read my story, and hers matched mine.
She talked to me, and discussed her products, as though they were her own. As though I was buying jewellery from her own personal collection.
It wasn’t an act. She wasn’t an outstanding sales person but she had pride, passion and love for what she was selling me.
I didn’t feel pressured or disengaged at any time (I spent over two hours talking to her in my first visit). She wanted me to love her products as much as she did. And if I didn’t, she didn’t seem to mind.
Cheers, Nigel
Gee, Nigel’s a potential customer – Ian
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