retailer spotlight: the elegant setting

 

The Elegant Setting
Southampton, NY

Owner: Stephanie Finkelstein
Store Opened in: 2004
Number of Employees: 4 – 5, depending on the season
Website: www.theelegantsetting.com
Spotlight on: Customer Service

Retailer Forum: What attracted you to retailing?
The Elegant Setting: My start in retail tapped into my own family nostalgia to create a shopping experience similar to the one my grandmother enjoyed. Like many women of her generation, all the clerks knew her, and when they saw something that they knew she would like, they called to tell her about it. I take pride in recreating today this hard-to-find, intimate and personal shopping experience.

RF: What inspires you?
TES: When a client says they gave a gift that I designed and the receiver says “you really know me.” The greatest compliment a gift giver can receive. I enjoy greeting and guiding customers to the perfect solution. I take pride in recreating the hard-to-find, intimate and personal shopping experience. My gift-giving ethos is inspired by a time of unspoken but deep tradition, and the passing along of values, to strengthen bonds and honor memories.

RF: If you had a customer service motto, what would it be?
TES: Listen closely to every client’s needs and you will be able to help select and design items that truly match their style.

RF: What are your top 5 customer service dos?
TES:
1. Always listen fully to what the client is asking for before suggesting an item.
2. Ask questions about their family and traditions when trying to suggest a gift.
3. Ask questions about the gift receiver (if they are buying a gift) to determine their style and taste.
4. Follow up with clients to see that they are happy with their purchase.
5. Stay in touch with clients to encourage repeat business.

RF: What are your top 5 customer don'ts?
TES:
1. Suggest the same item for every customer; they will not view their experience as unique
2. Assume that what they think they are looking for is the best item for them, ask more questions about their needs and they may realize they are looking for something else
3. Treat customers as though they are only one time shoppers; the best way to encourage repeat business is to leave the door open for them on their next buying period
4. Forget about your clients past purchases, keep a record they may reorder
5. Forget client's holidays (birthdays, anniversaries); this is a great time to check in with them.

RF: Please talk us through your consulting services?
TES: The Elegant Setting will help clients choose the perfect pieces to complement their taste, lifestyle and entertaining needs. We also offer bridal and gift registry where we will lead couples through the registry process. We help them to select pieces that suit their style and following up after the wedding to help couples choose what to keep, what to exchange and how to integrate their gifts into their entertaining life. The Elegant Setting will help clients plan, select, and purchase perfect gifts, meeting with the client personally to discuss price, gift ideas and delivery timeframes. Then, we'll do the rest — taking care of wrapping, enclosure cards, and shipping. We keep all gift-giving records on file for future occasions ensuring that gifts are not duplicated.

RF: Is there a particular customer service story that stands out in your head?
TES: The main thing that our clients look for is being available to get things done quickly. Also there is a level of trust so that clients can call in an order without even having to visit the store. Finally the ability to guide them through the process, making suggestions and making the process easier for them. One instance we had was a well- known gifter stopped in requesting a gift recommendation. I mentioned our popular monogrammed cosmetic bags, which come in three sizes. She ordered both a medium and large white bag. She returned the next day, concerned that this gift was not lush enough for the hostess she was shopping for, so I sat down with her to collaborate and make this already generous gift even more extravagant. In the end, we decided that the customer would purchase ‘a few’ Crème de la Mer products at Saks Fifth Avenue, throwing in two monogrammed wash cloths at the last moment. She returned ten minutes later, with two Saks bags brimming with expensive creams. A day later, the gifts were signed, sealed, and picked up . . . like clockwork.

RF: How do you train staff, to maintain the high level of customer service for which your store is known?
TES: The main goal in hiring new staff is to bring them in a couple of months before our high season begins. This way they have time to familiarize themselves with the store and products and begin to meet the regular clients.
Also we emphasize with our staff talking with our customers to get a real feel for their needs - whether they need constant assistance throughout their shopping experience or if they like to ask when they need assistance.

RF: Tell us about a new initiative?
TES: As the times are changing and technology is driving retail online, I have expanded my personal customer service to online shopping. I recently launched my online store in March offering a selection of exclusive items and focusing in monogramming and personalizing them. I want my clients to look to The Elegant Setting for all their monogramming and personalization needs as well as for gifting needs. Even with the disconnect with online and not meeting the client in person, I continue to offer my personal attention to every online order even if it means a personal phone call. Also being in a seasonal resort community, many of our clients are with us only 3 - 4 months out of the year. With our online store it allows them to shop with us year round helping our off season cash flow and our customers really enjoy staying loyal to our brand year round.

RF: What are three words you would use to describe your store:
TES: Elegant. Personalized. Unique.