A Yankee Candle store recently opened in our area and I had been meaning to get there for months! You know how it goes. You drive by a million times but there is always somewhere else you need to be.
I’d never been to Yankee Candle before. Of course I know the brand. I mean, “Long time listener, first time caller” ….
They didn’t have more or less of a selection than their competitor but what they DID have was superior customer service. I say that full well knowing that a well-known competitor has team members all over the place. This was just a little bit different. This was more of an “experience” and less of a sell. And by giving that kind of experience, guess what? I bought MORE.
I went in to buy one (1) candle and I came out with MORE than (1) candle! I haven’t yet investigated the Yankee organization’s structure but the particular team member that helped us had an incredible work ethic and / or Yankee has a secret sauce that makes their team feel more vested in their concept.
She was pleasant, knowledgeable and not rushed- even though the store was pretty busy. I don’t know about you but when I walk into a store like that I’m like a deer in headlights. I’m not sure wth to do first. That can be a little frustrating for some workers. She knew the perfect pace that allowed us to wander and yet still be there when we needed her. She answered all of our questions genuinely and even went so far to demonstrate certain things without a hardcore upsell. It was evident that other patrons felt the same way. Someone behind me waited VERY patiently and chimed in while the team member was busy with us.
One would wonder what the big freakin’ deal is - it’s just candles. Well yes, but no. It’s a way of doing things that creates an experience, which creates advocates for a brand. It’s simple. Give the kind of customer service you would like to receive.
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