Michael, age 24, Personal shopper with a big heart
A handbag named desire
With her mother’s birthday approaching, the customer had sent Michael an e-mail. For weeks, she had been searching for the ideal handbag, in vain. Satchel, bucket bag, shoulder bag, clutch? Which model? Anthracite, cobalt, garnet, silver? What colour?.... Understanding that his customer was lost, Michael arranged a telephone meeting the following day to advise her. While they were talking, he learned that the customer’s mother was a veteran fashionista, an absolute fan of the brand whose ambassador he was. The customer wanted THE “It Bag” for her mum… He asked about her preferences and her day-to-day activities to get a better idea of her needs. They went over the collections together. Michael shared his passion, telling her about the know-how and inspiration that were behind each creation that appealed to the customer. She confessed that she was worried about making the purchase blindly, and Michael reassured her, explaining that his job was to help her make the perfect choice, not to push her into a sale. He offered to get photos for her – of a colleague wearing the bags on her shoulder and from the shop, so that she could judge the interior of the selected bags. He also created a file with detailed explanations, including the photos, creating a kind of personalised virtual purchase experience for his customer.
She called him the following day, having made her choice: a sky-blue grained-leather bag. Michael informed the shop and monitored the sale, asking that the gift be wrapped with the utmost care. A week later, the customer called just to thank Michael; she was over the moon. She wanted to tell him how much she appreciated his involvement and attention to details – even the gift packaging… He had helped her give the most precious gift she had ever given.
The following Christmas, the same customer’s mother called the customer service of the couture house, and asked to speak to... Michael! She wanted to make a gift of THE handbag for her daughter… “What goes around comes around”!
And that’s how Michael made his customers happy without committing a “fashion faux pas”!