Fashion 2011: What Happened to Customer Service?

I’m sure you’re aware of the recent shifts in consumer buying behaviour; our smaller boutiques and labels are suffering at the hands of international online rag-trader giants as Aussies turn to overseas markets for a competitive deal. Now more than ever, our independent designers need support to keep them afloat in this current retail crisis.

So what's the appeal in purchasing independent fashion? We discussed the difference in quality and exclusivity in Series One of our Independent Designer articles. But what about good old-fashioned shopping? I’m not talking about trawling through website after website, online store after online store. I know it’s rather convenient to shop online at times, especially when it means you don’t have to immerse yourself in a car-park battle or even get out of your pjs, but lets not forget the physical experience of shopping. Online shopping is a great way to browse products and help us quickly find what we are looking for, but the disconnection and lack of physical interaction only increases the difficulty choosing your product and post purchase dissonance.

Phoebe Garland, co-owner of Garland & Garland Fashion, a leading Sydney-based fashion agency believes we need to recognise the contribution independent fashion has made by reinforcing the personal service and the wonderful relationships you can have with the smaller boutiques and buying from Australian retailers.

“These smaller retailers have contributed significantly to building these multinational apparel companies. And, these are the retailers that are really suffering. They simply do not have the luxury of operating on the higher margins the chains stores and vertical operators do and they have quite often been lining the pockets of the big apparel companies for years,” she said.

Customer service is a notion most of us have consigned to oblivion now that we have the option of online shopping, but it plays a very large role in customer satisfaction and positive brand image. The physical connection between the consumer and a product is imperative, and it is the customer service that can help facilitate a positive outcome in the end.

It seems department stores and large fashion retailers pay little attention to customer service, which is interesting considering the vast competition from online stores and overseas e-boutiques. So if you are after knowledgeable and friendly staff who virtually live and breathe fashion, head to smaller boutiques and independent retailers.

There is nothing quite like stepping into your favourite boutique and knowing you will be greeted, assisted and treated like a friend rather than a potential buyer. You won’t have to search five floors and numerous un-manned counters, or have to deal with stroppy sales assistants who are more interested in simply making sales than helping you find the perfect garment. Although boutiques generally employ less staff, this allows more time for training and ensuring they employ the ideal candidate for the job.

Skill shortages are also not a problem as many independents employ ‘stylists’ as opposed to sales assistants, whose role is to assist the customer in finding the perfect garment using their broad knowledge of fashion and the particular brand.

Celebrity Stylist, Amber Renee agrees that stylists can drastically enhance the shopping experience by providing independent, educated advice to assist the consumer in selecting the best possible garment in the least stressful manner. She also notes that stylists advice is generally not biased as they are not pressured by sales targets or under any conflict of interest.

“If the stylist is educated on body shapes and skin tones they can provide advice that relates directly to that customer – rather than show what’s been the ‘best seller’ or ‘what everyone loves’.”

Words: Christie Sinclair