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Loading ...I bought a martingale collar today. I was wondering around historic Williamsburg and saw a very small pet shop with a good display. I entered and began looking around when I spotted a 14” wide pewter dog food dish adorned with bones and spike collars.
A young woman came up to me and I said, “That has to be the baddest bowl I’ve ever seen.” Her name badge read Ashley. She asked if I had a dog and, like any proud owner told her she was a Harrier, much like a Foxhound as I showed her a picture on my iPhone. She shared that she had two hounds one a St. Bernard hound mix that weighed 125 pounds. She asked if I’d ever seen a martingale collar.
Hallie Mae the Harrier
I told her that I never heard of them, because Hallie Mae is so strong, I have to use a choke collar. Ashley said, “You know that just makes her pull more.” I replied, “I know but I’m afraid of her getting away since she had been at the ASPCA for nine months and can cover 40 miles a day if she gets the scent.”
Ashley told me their martingale collars won’t let the dog pull their head out of the collar so you’ll have control over her, it relaxes quickly so she won’t pull like the choke collar and it is soft fabric so it won’t wear off her fur.
She went on to say they have tensile strength for 225 pounds, and the ones she uses on her hounds haven’t broken yet. “I only weigh 110 pounds so they can get away from me, but it’s because I’m not that strong, not because of the collar.”
She took the time to show me which one worked for a 55-pound dog and stayed with me the entire time.
I walked by the shop next door and saw ties with various dog breeds on them in the window. I typically don’t buy “kitschy” but wouldn’t it be cool to have a Harrier or Foxhound tie? I walked in and asked the guy behind the counter, head down reading something, “Do any of those ties have a hound on them or is that your only choices?”
He opened the drawer, pulled out a chart and said to no one in particular, “No, that’s it” and returned to his bookwork. I looked around the store for three or four minutes while a couple was looking at some hats and some other items – unattended.
New martingale collar
What a stark difference from Ashley who was driving sales. I was not in the market for a collar, I thought. But the need when I was presented with the information was there because she made a connection. Nobody got out of Mrs. Bones without buying something; in my case it was a $36 collar.
No other person in the various shops I visited said a word to me or the other shoppers on that rainy day. Ashley had to talk to me, she had to connect. Ashley craved that connection. You can build a business on the Ashleys of the world.
You want to bellyache about how business is off? Call your buddies and compare sob stories? Save your time and instead go out shopping to find and bring the Ashleys of the world to your store.
Do you have a story about a great employee who had to connect? Please share it in the comments section.
Bob,
Great advice! Here’s my story…
The local department store had closed and my dad was without his personal shopper a month before Christmas.
He entered JC Penney’s expecting the worst. Much to his surprise, Ruth found him lost in women’s clothes, helped him find some wonderful items for my mom, and made his shopping experience quite enjoyable. And my mom loved everything!
Three months later, Ruth was working for me. She will be celebrating her 18th holiday season with MY store this year.
What a great story Phil! JC Penney’s was one of the bright spots when I was searching for curtains when I was 22. I was lucky enough to meet one of the seasoned veterans of retail and she showed me everything I needed. Glad you had the presence of mind to bring Ruth onboard!
Bob,
I have been watching “retail sales training”videos all morning on youtube.Loved yours and came to your website.
I am a 30+ veteran of retail sales.During my life I have sold women’s bathing suits,mixed drinks,furniture,cutlery,magazines and flooring.My name is Linda,I’m the one who says,”Good morning,thank you for coming to…”
Day before yesterday I engaged a women who needed new carpet for her home.Her pet passed away and the carpet needed replacing.”Jane” had not shopped for carpet in over 10 years.We talked about her lifestyle…she had just retired,was on a fixed income,had a new puppy,and lived alone.
After talking some decorating,Jane feel in love with three products.I worked up an estimate.The price was higher than she expected,about 42oo.00 to carpet her home.I mentioned we(my company)had interest free financing for 36 months.Jane wanted to pay for it,not to have a monthly bill.Jane and I looked for alternative products that would be less costly.Jane kept coming back to her original selections.
Jane wanted to think about.As I was getting my business card I asked her if there was anything else concerning her about purchasing the carpet.She told me she didn’t think she could move the books out of her bookcase and the curios out of her cabinets.Her children were scattered over the US.I told her I would come over and help her a week before the installation.Jane asked me ,”How much it would cost her.”I suggested,”Lunch,peanut butter or tuna fish are my favorites.”She laughed and asked me again how much deposit I needed and got out her checkbook.
There is a new customer out there…folks over 60 something ,who have special needs.They have the time to shop,most often the financial means to purchase,and are looking for that”connection.”
I’m patting myself on the back,I got the sale,made someone happy,and am doing something nice for someone.A win,win.
Thanks for letting me share my story.
Linda
Wow Linda, I am so grateful for your story and you finding me! Such a great way to not give up on the sale, the simple, “anything else concerning you about the purchase?” I might just have to include your story in my new book. Again, take all the pats on the back you want. You deserve them all!