In The Innovation Project Episode 15, Elevation Sierra Outdoors' Jon Turner highlights the necessity of good customer service, especially for smaller shops.
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Who says small shops can't have it all? Jon Turner of Elevation Sierra Adventure Essentials has found a winning formula: "In order for a shop like ours to exist, our position is customer service," he said. "We don't want salespeople, we want consultants."
To be more specific, consultants who go the extra mile. For example, Turner once brought 11 pairs of boots to a customer after hours and did a fitting on their front porch. His reasoning? "They needed it and they brought me a good beer."
According to Turner, customers come to him for help "from the lowest level to the highest peaks," and his climbing- and backpacking-focused store needs to be constantly changing to keep up with that.
Having an inventory that's quick to adapt and above-and-beyond customer service can make even the smallest retailers seem big.
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