I need to share another extraordinary commerce transaction I experienced today. I have a green sling bag purchased from Mountain Equipment Co-op. A buckle had broke and it no longer stays on my back. I intended to purchase a replacement, but alas, they no longer carry it in the same size or colour. I was going to settle for a smaller one in a different colour. I had my daughter with me and she commented at the cash register to the store associate that my bag's buckle had broke. Now this was after I had paid for the item and while it was being bagged. What astonished me was that the store associate said "well, if that is all that's wrong, we can fix that". She proceeded to get a replacement part from a back room, removed my existing buckle with this wicked looking pliers, and put the new one on. Voila, the bag was fixed! She then asked if I wanted a refund and with my confirmation she processed it without complaint.
Frustrated Shopper Suggestion
Most retailers customers fall into the 80/20 rule, where 20% of their overall customers result in 80% of their overall sales. This 20% is their most loyal and most frequent customers. The key to improving the business is moving customers from the 80% casual and uncommitted to the 20% dedicated. It is moments like these where the store associate exemplifies the brand's image and value that matter to the customer, and slowly nudges the shopper from one category to the next. This moment mattered today to the point that I'm sharing it with my readers today! Retailers need to foster more of these moments and make every encounter with the customer matter in the customer's eyes.
That's all for now. Gotta go shopping!