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Post Info TOPIC: ST CS Experiment
Elle


Hermes

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ST CS Experiment
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I posted about this a little in Toasts & Roasts, and thought it might be interesting to do an experiment I've done in a wider scope.  We've talked alot here about how some stores are really snobby/snooty and our good and bad CS experiences.  The event that originally sparked the thought occured at Anthro - I've visited there often, mostly to look at the sale racks.  One time I picked up a full-price $150 dress on my way back to the sale rack.  I was literally stopped in my tracks by a SA who proceeded to make small talk with me about the dress, which I said would almost work as a BM dress for my wedding, to which her response was "You're getting married?!  Tell me about the wedding?"  I was sooo floored!  I'd never been spoken to before in there, and all the sudden this lady wants me to gush to her about my wedding?  Anyway, I did a little mini-experiment awhile ago that went something like this:


I went to my local mall 4 times in about that many weeks.  FWIW, the mall is large and upscale (contains Neimans, Saks, Anthro, Tiffanys along with other typical mall-type stores).



  • Dress very nicely, pick up/browse full price item(s)

  • Dress very nicely, pick up/browse sale item(s)

  • Dress very nicely, pick up full price item first, pick up/browse sale item(s)

  • Dress casually, pick up/browse full price item(s)

  • Dress casually, pick up/browse sale item(s)

  • Dress casually, pick up full price item first, pick up/browse sale item(s)

Obviously there are a lot of variables in this experiment, and there's bound to be a really good SA or a really bad SA pretty much anywhere regardless.  But I thought it might be interesting if a bunch of us did the same experiment in our own cities, at the same chains if possible and see what kind of results we get.  Would anyone be interested?  It could be modified to fit schedules, added to or subtracted from, and done on whatever pace works best .....


Anyone game?



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berryahou35


Dooney & Bourke

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Sure!  I'm always up for shopping experiments!   


(WARNING: Going off topic) I've done a Psych experiment at the mall not too long ago, about helping behavior, where we dropped things and stumbled, basically making a fool out of ourselves.  It was fun, but embarassing.  I could ask the same friends to do this!  Though it will take a long time to get it all together, considering the variables, and you don't want to show up at the same store 2 days in a row.  Plus, since I'm still in high school, it would add some extra variables into our experiment 


 ETA:  Actually I just thought about something else.  If our friends go, then they can represent the different factors, rather than me going 6 times (which would take 6 weeks!)  However, this would make the exp. less valid, because I have "friends of color" (and each of us would represent something different, which would add to the variables) but no, I don't think it'll be a problem, because it's pretty much for fun anyway.



-- Edited by berryahou35 at 18:38, 2006-01-17

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Elle


Hermes

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I think the variables will be okay - we'll kind of each be our own control, ya know?  And it would be soooo cool to have your friends do it too!


Once we see how many people are interested, we can figure out a way to report our results.  Maybe everyone can just record their own until they're finished, and then PM them to me or post and I'll run some numbers .....



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To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment ~ {Ralph Waldo Emerson}
ladysi78250


Dooney & Bourke

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Cool idea Elle!!!!!! I am totally in, I'll represent my city here in San Antonio, Texas!!!!

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theotherjess


Chanel

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I'm totally up for it, although I ocassionally get less than stellar CS because I'm a teenager (I have money too!).  Let me know the details!

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Kel


Coach

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In my experience, I have noticed that younger people get poor CS. I look very young for my age, and when I shop alone and I walk into stores, mainly higher end (neimans, saks etc...) I do not even get a hello. This has been very consistent. Whereas, if I am shopping with my mom or even girls who are the same age as I am, but they look older, then the CS at the same stores improves dramatically.



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Elle


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Bumping this to see if anyone else might be interested ...?

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Lilykind


Hermes

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I'd be interested. I use shopping as an excuse to judge human chanracter, so there you go.


 



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Sandy


Kate Spade

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I'm very interested, but I'm not sure if I'm a good candidate. The only stores we have around here are your typical mall stores. Nordstrom is about as high-end as we get around here. If that doesn't matter, I'm in.

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Lilykind


Hermes

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Stephanie wrote:

Nordstrom is about as high-end as we get around here.


They sell Marc Jacobs and Chole at my local Nordies. I get drity looks from the SAs when I go say hi to the Paddington so I'd say they're definitely worthy. 



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Cortney1982


Chanel

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It does not matter what store you go in to!  It really just depends on the personality of the SA.  Today I go into this small store that I have been too before and got zero customer service.  NOBODY is shopping in that store except me, the SA was right up front and said nothing as I came in.  Only until she realized that I was serious about my shopping did she stress herself to tell me if I needed any help, just ask her.  But a minute later in walks this older woman who was instantly greeted!  I guess for the experiment I will classify what I was wearing: Dressed very nicely.

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Maddie


Coach

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Lilykind wrote:

Stephanie wrote:
Nordstrom is about as high-end as we get around here.

They sell Marc Jacobs and Chole at my local Nordies. I get drity looks from the SAs when I go say hi to the Paddington so I'd say they're definitely worthy. 


That's so weird, around here (and by here I mean Seattle, not Maine) Nordstrom is known for excellent customer service.

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NCshopper


Hermes

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I'd love to try this, but I'm on the ban, and this probably isn't going to make that easy, so unfortunately, I'm not going to be able to participate. 


FWIW, although I do think that the way you dress has a lot to do with the CS experience, I think a LOT depends on the day of the week, the crowds, and the store itself.  My favorite BR in San Diego is amazing, with great customer service, and I think it's because they're not in a mall--it's an outdoor shopping plaza thing, so they're not as busy as a mall store.  The BR here that I go to is nothing to write home about, but I get treated better if I go in on a weekday. 



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ILoveChoo


Hermes

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I thinkthe way you dress definately has an impact on the service you get. I have noticed a huge difference in Saks and Neimans depending on my outfit! Although I ran in one time to pick something up and got complimented on my jean, sleeveless black sweater and black flips combination which really wan't cute at all.

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Hedvig


Coach

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I'd be interested in doing the experiment here in NYC. For the time being, I'm on the ban, too, but I don't think a little browsing would hurt.


I usually seem to get better service if I go shopping straight from an appointment at a hair salon so I could schedule that for the same day as the "dressed very nicely" part of the experiment.






-- Edited by Hedvig at 11:52, 2006-01-20

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D


Hermes

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it's amazing to me how much better customer service I get when I'm carrying my paddington.  I can be dressed up and get lukewarm reception at neimans or saks, but when I walk in with the paddington, whether I'm dressed up or wearing jeans, they're all over me...

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Elle


Hermes

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Interesting!  I guess we don't have to do a full-fledged experiment, but maybe if we just note the goings-on when we normally go shopping and report back?


See, I'm not a 'dressy' shopper - I'm a marathon shopper, so I wear something that I can walk in for 3 or 4 hours.  Not that I'm going to the mall in sweats and sneakers.  My usual uniform is dark-wash fitted jeans, my black clogs, a white tee and a fitted blazer/jacket, or a sweater.  I always wear jewelry, and carry my black Handmaid bag.  I also go exclusively on weekdays, during normal working hours.  I also look quite a bit older than I actually am (or so I've been told anyway), so I probably pass as 26 or so.


Based on that (since I don't really have any very dressed up experiences), I receive much better service if I pick up a couple expensive, full-priced items shortly after walking in the store.  I might as well be invisible if I head straight for the sale section, which I do if I could care less and don't want anyone to bother me.  But in some places, you can practically feel the judgement follow you around the store - like you have a big C for 'cheap' stamped on your forehead.


Ooooh, I wonder how someone would be treated if they put on a huge pair of light sunglasses and shopped like they were someone famous trying to be incognito ... ?  I do that at the airport sometimes - it's waaaaaay too entertaining when people look at you and try to figure out who you are . 


Detroit - I love your paddington story!  Classic!  I wonder how someone would be treated if they dressed really carelessly but carried a paddy or some other very recongnizable 'it' item?



-- Edited by Elle at 11:42, 2006-01-20

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To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment ~ {Ralph Waldo Emerson}
Cortney1982


Chanel

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I also think how well customer service is depends upon who is managment of the store.  If they express good customer service and encourage it to be done with EVERY customer (no matter age, race, or appearance) it reflects on the SA's themselves.

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tara t


Marc Jacobs

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i love this kind of stuff.


another thing i have noticed, if you are wearing or carring an obviously expensive bag or jeans...  you seen to get better service.


there isn't much shopping to do in SC, but i sure notice elsewhere...  especially las vegas.  i usually carry my MJ and people love me very much.  little do they know i have 40 buck in my 950$ bag...


i'll go to the mall this weekend.. 


 


 



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erin


Chanel

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i've definitely noticed since being pregnant store clerks are way nicer to me.

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