Twelve years ago, I ventured into Voorthuis Opticians in search of the perfect pair of eyeglasses. Instead of feeling inspired by their “sea of stylish frames,” I felt a bit overwhelmed.
Thankfully, I confided in the salesperson about my uncertainty, and he guided me towards a fun pair that resulted in me receiving a bunch of compliments from my family and friends.
Two years later, I returned to that same optician, and I was pleasantly surprised to find the young man had curated a selection of new eyeglass options for me to try on. There must be a note in my file or something because that young man no longer works there, but I still receive equally helpful service every time I return.
So, what does my journey in selecting eyeglasses have to do with the wedding industry? See below to discover the valuable lessons gleaned from this experience.
Remember Your Client’s Pain Points
Don’t make your clients explain their pain points to you every time they speak with you. The salesperson I worked with in 2012 was prepared to address my eyeglass uncertainty when I returned in 2014 by having four stylish pairs ready and waiting for me.
Update Your CRM Regularly
The salesperson who helped me in 2012 & 2014 is longer an employee for the optician, but I still receive a very similar care when I return every two years. There must be a CRM notation or something as simple as a “post-it” in my file. Whatever it is, they use it to provide me with great care.
Luxury Begins with the First “Hello”
Every interaction — the eye exam, the appointment reminders, and the follow-up calls always feel kind, generous, and very professional. Some may say this is because they sell high-end eyeglasses. But, what’s stopping a budget eyewear shop from treating customers the same way?
Luxury is Not About Your Fee or Your Client’s Budget. It’s Your Mindset
Just about every interaction referenced in this post will cost you (the business owner) nothing. A luxury experience is not about money; it’s about the way you interact with your client(s) on a daily basis.
So, what about you? How have you changed your business mindset to provide your clients and customers with a luxury shopping experience?
Love and Soul Always, Kawania
Photo #1: Nikki Daskalakis Photography
Photo #2: Tracy Autem Photography
Photo #3: Sarah Marcella Creative
