Steven Rueda, Sole Provisions, Wading River, NY.
arrives in our store, we greet them with a smile and a warm heart.
We discuss their wants and needs, we measure their feet (if they
let us - some people still don't want us to), put them on our foot
analysis scanner (which also gives a foot size) and we bring them
everything we have to meet their specific needs. It's that simple.
Another aspect of customer service is that we're always available
to make special appointments with customers that can't get out
to the store. We've gone to their homes or the nursing facilities
as necessary. During the height of COVID, we added curbside
pickup and made special appointments in the store for those
that requested such. We even made contactless deliveries upon
request." — Brenda Felger, Felger's Footwear
5. STUDY UP & SET GOALS
"It's not about the transaction, it's about developing trust and
confidence between our staff and our customers. We coach our
staff at monthly meetings, which focus on the best practices we
have used year over year. is includes the initial greet, seat and
measure the feet. en, listening to the customer to learn of their
wants and needs. We are also a Pedorthic facility so we see many
customers with common foot problems and may be hard to fit.
Our staff are trained to understand these problems so that they
can make recommendations accordingly. Additionally, we develop
our staff to be product knowledge experts to further enhance their
ability to fully service the customer." —Terry Trentini, Terry's Shoes
"At Comfort One Shoes we take training very seriously. We use
a proprietary training system built around our very own Ten
Step Selling program. We have a training department with a full
time Director of Corporate Training that does basically nothing
else other than training. We have always required a high level of
outstanding customer service. We follow up in a multitude of
ways. We have a contract by an outside third party for hundreds
of secret shops annually.
Staff in every store knows what their goals are for every day.
ey report actual performance vs. goals nightly through our
footwearinsight.com November/December 2021 ~ Footwear Insight • 31
Continued on page 33
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