Before Shanda Jerrett opened GumDrops Wet Weather Boutique in late 2007, she thought carefully about the customer experience she wanted to provide.
Located in Vancouver’s beachside Kitsilano neighbourhood, her shop greets visitors with a colourful display of fashion-forward raincoats, gumboots and outdoor accessories. Ms. Jerrett says GumDrops appeals to the emotions by evoking memories of early childhood – and offering an escape from the West Coast’s frequently gloomy weather.
In the same spirit, she and her staff aren’t looking for a quick sale. Instead, Ms. Jerrett explains, they make their customers feel like friends. “If someone walks in and they have an awesome experience – they’re just looking and I don’t have what they want and I can find it for them at another store, I’m more than happy,†she says. “My job is to fulfill a customer’s needs, whether or not that customer is giving me money straightaway or they’re giving me word of mouth.†Continue reading this post.