I had a good feeling about my trip to Finish Line from the moment I walked through their glass doors. A friendly salesman immediately greeted me and asked if he could help me with anything. Normally, I don't particularly care for persistent salespeople who shadow you around the store trying to make their commission; so I said no thank you. After browsing peacefully through the running shoe section with no interruption by the sales staff for several minutes, I was ready for some help. The salesman that had promised not to bother me was standing several feet away, and was immediately available to assist. After getting some helpful information about several different brands and styles of running shoes I had made a decision. With no pushiness, the salesman explained to me that the sole inserts that came in the shoe I was purchasing were very flimsy and would provide little support during any exercise regimen. I took them out to examine; he was absolutely right. I have flat feet, and so did the salesman, so when he gave me advice I took it. I ended up not only purchasing the shoes, but also an excellent set of sole inserts for flat feet and signed up for the Finish Line rewards card. Now, they are able to contact me with offers and try to nurture the relationship made with me on my first purchase. “Good customer relationship management creates customer delight. In turn, delighted customers remain loyal and talk favorably to others about the company and its products” (Armstrong and Kotler 21). I believe that this salesman did an excellent job of establishing a solid relationship with the customer in this case, and I certainly have nothing bad to say about Finish Line as a result; I've been thrilled with my shoe and sole insert purchase.
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