Sometimes, even the most seasoned industry veteran comes across a business that exceeds their expectations – or blows them right out of the water, as training specialist Adam Hankinson (Furniture Sales Solutions) explains, in this love letter to a retailer which shall, for now, remain anonymous …
I very recently conducted a programme of sales training at a single-site retailer of furniture, beds, and flooring.
Before commencing the programme, I hadn’t heard of the company, as they are over 200 miles from where I live. I was impressed at the openness of the leadership team, and despite having been in business for over 40 years, they felt that they had a great deal to learn in terms of sales structure and systems, and that any help and constructive feedback given would be welcomed as if it were, in fact, great praise!
This, indeed, was the case. In my five weeks of working with them, they took on board all of my observations, thoughts and feedback and, most importantly, immediately started acting on them.
I must say, though, that in my five full-time weeks with the business, I was the one who was totally and utterly blown away by the values of this family business and the impact these values had on the customers who visited their store. In 43 years in retail, I have never met such a friendly, open and trusting customer, who treated the store personnel and owners like long-lost friends and family.
Never before have I seen couple after couple smile, hug, and even kiss store colleagues from all departments (including the extremely successful cafe/bistro).
Over half of the customers I spoke to had used this brilliant business for all their home furnishings, and the other half were visiting because they had been recommended by their friends, work colleagues, relatives, or neighbours, for the first time.
This business has been growing exponentially, by double digits, for over a decade, because of a handful of values that every business talks about, but very, very few get anywhere near living by.
At every level in this business, in every role, at every touchpoint, this business does the right thing, and puts the customer first. They refuse to do anything with a short-term view in mind. If the customer is unhappy with anything at all, either before or after delivery, this company puts it right without resistance, argument or fuss.
This is even more impressive when you see that everyone thinks the same way, and there’s a total understanding that “this is what we do here at XYZ store”.
Because this business lives its values of always putting the customer first and always doing right by them, customers arrive at the store ready and open to buy again. Time after time, customers said to me, “We just love coming here because of how we’re treated!”
Seriously, the store was throbbing with a genuine feeling of love for this business. I have never heard feedback like it – I, the inspirer, am inspired.
When I thought I set the standard, a new standard has been shown to me – and if I hadn’t seen it with my own eyes I wouldn’t have thought it possible. Incredible.
P.S. I bet you want to go there?
