Remember the other day when I said my sister and I went for lunch? Well, after we finished up our lovely meals we still had 20 minutes to kill so we decided to walk around Covent Garden. We soon found ourselves in The Body Shop. There were so many products I didn’t even know where to look. I tried on some of the body butter. It was nice. We walked out, not a purchase in hand.
And then my sister suggested we go to Lush – which I said I had never been to before. She was in. shock. that I had never been, so off we went.
As soon as we could see the store – we could smell it. The gorgeous smell carried throughout the surrounding outside areas of the store. Yum.
Pleased Senses? A+.
As soon as we walked in, the staff joined in on the conversation my sister and I were having. We were talking about our pizzas at Pizza Express and how delicious they were, and the woman and man at the front desk joined straight in on our conversation. And not in a creepy way, either. In a cool way. In a “we have known each other for years” way. At first, it shocked me – but they were lovely.
We walked into the shop, down the stairs, and my sister started pointing out all of these products that look NOTHING like what you would expect. Seriously – half of their products look more like desserts than actual shampoos or body butters. I mean, who says shampoo has to come in a bottle? I was hypnotised and I felt like a little girl exploring DisneyLand for the first time.
Product originality? A+
My sister was midway through pointing out a shampoo, Big Liquid Shampoo to be exact, when our friend from the entrance came up to us and said that he was going to let us sample it. “Cool!” I thought to msyelf. Although I didn’t quite know what he meant because we couldn’t exactly wash our hair in the shop, right? That’s when he came up to us with this tub. As in – he gave us a free sample to take home and try out. Me and my sister? Well, we were shocked.
“For free?” I asked. “For free.” he assured me. I couldn’t wait to get home to try out this new shampoo haha!
Going ABOVE and BEYOND for their customers and potential customers? A+
At this point I just want to buy something. No joke. We walked in there just to look around, as we did in The Body Shop, and I had no intention to purchase anything that day. But at this point I’m so in love I simply have to leave with more. I needed to buy my friend a gift, and asked him for his recommendation. He said he had just the thing. He brought me to these gorgeously wrapped boxes and pointed at the one he recommended to me, but also went through the others to help me make sure I was making the right decision.
Customer Service? A+
It’s funny. We went to The Body Shop and spent nothing even though there were loads of products on sale. And ten minutes later found ourselves purchasing from Lush. Similar stores, two very different approaches, and Lush ends up on top because of their originality.
Unsurprisingly I left Lush feeling ten times happier and better than I had when I walked in. Oh, how in love I am with my Lush experience so far. And you know me. I have an obsession with taking my FAVOURITE aspects of other businesses and trying to infuse similar concepts into my own business.
And so, I sit here, pen and paper in hand as I ask myself the following FIVE questions. I dare you to do the same:
1) How can you please the senses of your customers?
2) How can you be extra friendly?
3) How can you package your products in an original, totally unexpected “purple cow“-kinda way?
4) How can you go above and beyond for both your potential and existing customers?
5) How can you make your customer service something that lifts people’s spirits whenever they are in contact with you and your business?