Footwear Insight

We have made a commitment to live by our core values every day. is means that EVERYONE on our team shares these values. One of our core values is a commitment to celebrating excellence. As a result, we have developed a 10-step selling program that ensures exceptional service. We measure results weekly, post these results in each location, celebrate great performance, and coach teammates who need improvement in specific areas. Additionally, we have every location secret-shopped regularly to ensure we maintain our high standards. We use data to identify what works, and we rely on our exceptional team to add their own flair and personality so they can have fun delivering outstanding solutions for our community." Garrett Breton, Comfort One Shoes "Our mantra is this: 'Creating unique, authentic, memorable experiences every day, focused on FIT & LIFESTYLE.' As a result, the sales come pretty naturally which, since the sales team is paid commission, reinforces the great behavior. en the word-of-mouth advertising drives new customers in, and the cycle continues. e biggest challenge is getting a new person to stick with it until all clicks. We focus on the behaviors or lead indicators and the lag indicators always work out." Josh Habre, Shoe Mill "Our customer service philosophy boils down to a simple fact — people can buy shoes anywhere... So, we have to offer something that you can't find on the internet or in big box stores, which is a personalized and hands on experience. at includes measuring and fitting, extensive product knowledge, and experience with common foot ailments. We train our staff to listen more than they talk, to ensure that every customer is heard and walks out happy!" Tammy Wellington, Earth Walk Shoes "Our customer service philosophy is to treat every customer as the most important thing going on at that moment. We have a 3-step fit process when the customer arrives. Aer we greet them, we will scan their feet, measure their feet, and ask them questions about what brought them in. Only then can we bring them the best shoe for their needs. We want to offer them the best experience possible with a great selection and quality footwear. I believe one of our biggest challenges is making sure that our customers understand that it is about the relationships we build with them, not just the transaction. All we want to do is be better than everyone else in our area when it comes to serving our customers." Steve Purdum, Brown's Shoe Fit Co. Hutchinson "We have a set of selling standards designed to 'Lead and Suggest' our way to a 'Better' outcome than the customer was seeking. Our biggest challenges to maintain this course are 1. A customer base that is used to subpar service, or no service. It can seem a little weird that we actually care what size they buy when they 32 • Footwear Insight ~ November/December 2024 footwearinsight.com GOLD MEDAL SERVICE AWARD FOR OUTSTANDING CUSTOMER SERVICE 2024 Gold Medal winning retailers share their customer service philosophies and tell us how they are able to deliver great service in today's challenging retail environment. THE VALUE OF CUSTOMER SERVICE Comfort One Shoes' Garrett Breton, his wife Alaina and daughters Grace and Josephine. Earth Walk Shoes GM Larry P. Wellington is a third generation Shoe Dog. Steve Purdum, Brown's Shoe Fit Co. of Hutchinson, KS.

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