Footwear Insight

40 • Footwear Insight ~ November/December 2024 footwearinsight.com GOLD MEDAL SERVICE AWARD FOR OUTSTANDING CUSTOMER SERVICE 2024 We put ourselves in the customers' shoes, so to speak, and imagine what we'd want and expect. From the moment the customer crosses our threshold, we want to welcome them within 30 seconds. Be friendly and accommodating. Signs in our windows proclaim our ability to scan their feet for free, enticing them to come into our store. Everything else that they come into contact with is customer friendly; we constantly revisualize our product layout, so that the most desirable product is up front and easy to find. e biggest challenge that all retailers face these days is assuring their customers that they are being attended to by qualified professionals… Reyers is fortunate in that ALL of our employees have been here for years; and many of them on the selling floor have been with us for many decades. Our sales staff can anticipate the questions and the needs of our clientele, and can answer them in full. is is exceedingly rare in the world of retail today… Delivering consistently high-quality service isn't cheap or quick or easy. But it's necessary in order to excel. You must pay your people a fair and competitive wage. And you have to keep the stockroom stocked. Which means that your buying team needs to be up to snuff… All of this is complicated stuff, requiring discipline and oversight… we must be patient and attentive and reasonable in our expectations." Mark Jubelirer, Reyers "Since 1938, e Snyder's Way has been the cornerstone of our business, shaping our philosophy and guiding us through generations. Our dedication and passion lie in providing an exceptional experience for our customers by fostering a welcoming atmosphere, curating a distinctive product selection, and ensuring every interaction is personal and meaningful. One of the challenges we face in maintaining outstanding customer service is the customers knowledge about the products we offer. To continue to deliver exceptional service, we must evolve and expand our expertise to meet their needs with confidence and skill." Jill R. Snyder, Snyder Shoe Corp. "e customer comes first. Everything else is secondary. We treat every customer that comes in our store to the Karavel experience whether it's their first time ever shopping here or they have been here several times. e main challenges we see are the changing dynamics of the customer and managing the customers' expectations. Customers expect quick, personalized solutions or are used to that, which can be difficult to consistently deliver. Most customers are used to getting service immediately and having all product immediately available to them at their fingertips. Giving them the personalized experience in our store is different for them than most places they go. Ways we continue to deliver great service: Actively listen to customers; personalize their experience; provide prompt assistance; make sure to be knowledgeable about our products; utilize technology to streamline interactions, and actively seek customer feedback to improve the delivery of our service." Michael Wittenstein, Karavel Shoes "We want our customer to have a pleasant experience from the time of parking the car until they leave our cute little town. We continue to care for every customer as you would like to experience in your shopping venture. Measuring feet, evaluating a footprint and listening to where customer is having discomfort and then try to solve it together. We just continue to try shoes on until we get it to feel possibly great." Ralph Moyer, Moyer's Shoes "Our customer service philosophy has remained consistent throughout our history. Greet, seat, and measure while establishing a unique rapport with each customer. Measuring and fitting is working in our favor, no one else is really providing this level of service, and customers love the personal touch." Stephanie Stout, Stout's Footwear "Our service philosophy is 'the quickest path to yes' while adhering to our core values: Humbly be of service; Be dedicated to our customers and our high standards; Empower ourselves and our customers with knowledge; Choose kindness; Be brave; Be grateful for Snyder's Shoes, Manistee, MI. Karavel Shoes, Austin, TX. Ralph Moyers of Moyer's Shoes.

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