November 12, 2019 § Leave a comment
Shopping for shoes is serious shopping, as any woman will tell you.
Take that a step higher – shopping for winter boots – and you’re no longer talking about a buying activity but an investment. You’ve got proper important stuff on your hands. Well, feet.
I undertook said winter boots search in my home town of Windsor, Berkshire, the other day and was astounded by the huge variation in customer service which varied from the sublime to the insulting. Let me explain.
First of all, you need to know that I set out with the idea of buying (investing in) long, black boots which had to be leather. Get the right pair and you’ve got friends for life (or, realistically, about three years, until you’re fed up of them).
I started at a little independent store which specialises in leather goods. This didn’t go well. I walked into the shop first, my husband following and the guy behind the till completely ignored me and said “Good morning, sir.” He wasn’t to know I was the primary customer and still doesn’t because I walked straight back out again.
Next was an upmarket womenswear chain which is my ‘go-to’ store for special pieces. I’m not sure that the young woman had worked there long – or in fact had worked anywhere in the retail industry, long. I asked for a size 6, which she found on the shelves. They were too big. She found a size 4 (on the shelves) which I knew would be too small. She found a size 7 (on the shelves) which brought us back to the original problem. I actually voiced the issue to help direct her “We have a size 4, 6 and 7 but they aren’t working for me. What next?” She stood there waiting, as if I was going to provide the answer too. I left.
A concession in the local department store didn’t have the size I needed in a pair of boots I liked. The sales assistant offered to order in the right size. The problem was I’d have to pay upfront and, if they didn’t feel or look right I’d have to go through the faff of getting a refund. That didn’t seem fair and I moved on.
I won’t drag you through the rest of the tiring, very tiring but ultimately worth it, shopping trip except to pay tribute to the outstanding customer service we found in Whistles. It was so good, friendly and unpushy that I’ve already told friends about the exceptional treatment and regret that the boots that I eventually bought weren’t from that store. The young sales assistants were chatty and efficient, offered tea or coffee while we had a think about the boots I was trying on, gave opinions when they were asked but didn’t hover or pressure sell. Thank you, Whistles – you didn’t have the right boots but I’ll be back.
(Oh, I finally found the boots at the department store I’ve already mentioned, at a different concession within it. And they’re black, leather – but not full-length.)