09/04/2021
Does a superior Luxury Client Experience make a difference? (Part 1)
It’s a question I am often asked. Hello! I’m John, Founder and Principal of Slaney Consulting. I have been navigating the luxury world for almost 2 decades; training, coaching, and developing sales teams and managers to elevate their skills.
I not only work in Luxury I also have an appreciation for the finer things and experience is important to me when I'm shopping and not wearing my training hat. A few years ago, I met a friend for lunch, and she arrived with the most gorgeous briefcase I’d seen in a while. It was this subtle burgundy color, with a geometric pattern and it was luxe and chic. I asked her where she got it and she proceeded to tell the story of this amazing experience she had had at the flagship boutique in Paris. She was looking for a new valise, and yet wasn’t having success with the styles or colors of the pieces she was being presented. The very enthusiastic Client Advisor dramatically stopped mid-sentence and declared “this bag is not for you!” My friend was taken aback, thinking she was experiencing that mythical French rudeness. However, he quickly continued “I have your bag” and disappeared into the depths of the boutique. He reappeared a few minutes later, removed the dust cover with a flourish and presented the briefcase I was now coveting. My friend gasped in delight and clearly acquired it.
I wanted that experience! I spent 2 years obsessing about the bag (I was drawn to the messenger version).. I visited the US based boutiques to try it on. I knew I was heading to Paris, and my first stop when I arrived was this brands flagship where my friend had had her stellar experience.
I was not to be so lucky. The red rope was outside the door. I had to wait to get in. I was greeted wonderfully…by the security guard. I set out to find my bag. I couldn’t see it and after a while a young lady approached asking if I needed help. I described the bag I was looking for and with a sigh and roll of the eyes she informed me she would have to go to the stock room to get it. She returned, removed the dust cover, and placed the bag I had desired for two tears on the counter, stepped back and stared at me. In silence, the bag sat on the counter for a good 30 seconds. I asked if I could try it on; “Of course!” I shared I had been waiting to buy it for 2 years, no reaction. I even went down the tax back route.; “Yes, we do immediate tax back.”
So, can you guess what happened next? (To be continued).
