Hey SF. New Brooks Brothers Employee here. Any advice? - Page 3

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post #31 of 33

5/20/12 at 12:58pm

Stirling

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Joined: 4/2012
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Quote:

Originally Posted by LeJouvre

The most famous and successful fashion retailer in England coined the phrase "the customer is always right" - this is a philosophy you may learn well to apply.

Rule 1 - always listen carefully to a customer and always presume the customer knows best

Rule 2- always repeat back to the customer any request the customer has made to make absolutely certain you understood the customer's request

Rule 3 - only make your own suggestions / recommendations when the customer specifically asks or when it become obvious the customer has screwed up

Curious to know who that was?

I endorse your rules.

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post #32 of 33

5/20/12 at 3:44pm

LeJouvre

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Location: Florida, USA ; New zealand; Hong Kong; Singapore
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Quote:

Originally Posted by Stirling

Curious to know who that was?

I endorse your rules.

Selfridges of London were reputed to be the first to adopt that rule.

Too many salespeople find it a very difficult rule to adopt, especially salespeople who really know their product, but, in the final analysis, he who pays the bill calls the shots, and if that person says "I don't want a size 11, I want a size 10" well, then size 10 is what they get, even if you know they are a size 11, don't argue, just offer to accept a return if they don't fit. Sale concluded.

post #33 of 33

6/11/12 at 8:45am

chimchiminey

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http://en.wikipedia.org/wiki/Harry_Gordon_Selfridge

Quote:

Among the more popular quotations attributed to Selfridge:

People will sit up and take notice of you if you will sit up and take notice of what makes them sit up and take notice.
The boss drives his men; the leader coaches them.
The boss depends upon authority; the leader on good will.
The boss inspires fear; the leader inspires enthusiasm.
The boss says "I"; the leader, "we."
The boss fixes the blame for the breakdown; the leader fixes the breakdown.
The boss knows how it is done; the leader shows how.
The boss says "Go"; the leader says "Let's go!"
The customer is always right.