Weekly Note - 16th February

Saturday

My wife had a great experience with her local Fenwick store’s in-house Clarins Spa.

She had the lovely thought of buying her Goddaughter a small spa treatment for her birthday. She rang the spa and enquired about booking a treatment as a gift. The lady on the phone gave her the good news that if she came into the store, she could actually pick up a gift card with said treatment and that it would be in a small gift box with a selection of mini samples. Lovely!

My wife walked down to Fenwick and headed for the Clarins area in the beauty hall. As she started to explain what she wanted, the assistant, who wasn’t the person she had spoken to, immediately acknowledged the previous conversation and picked up the thread immediately. It was obvious that a small relay of information had taken place resulting in a seamless and enjoyable experience for my wife.

Good customer experience doesn’t have to be complicated or rocket science.