I had an experience recently visiting some art galleries that triggered this topic and hope to get your comments. The success of business is never based on one thing but delivering excellent customer care is critical. Unfortunately too many small business failures are due to poor customer service. Many reasons can torpedo a business but failure to deliver platinum service is a sure way to sink revenues and lose credibility fast.
Because of this important priority, it is my responsibility as a business owner to ensure we are always at the top of our game. As often as possible, I try to visit other art galleries to see how they deliver customer service. It is always my goal to learn ways to improve service for our customers. I value every client that walks through Hunter-Wolff Gallery’s door and believe they deserve my full attention and the best customer care available.
On a day off recently, I drove to a well-known Colorado art district. After a two-hour drive, I began my mission to learn something new. Here’s what I learned. Six out of seven gallery representatives never said “hello” or looked up from their computer or desk to greet me. I hovered, picked up things, walked in circles, and nothing. None were busy with customers but seemed uninterested in me. If this is how visitors are normally greeted, then I now understand why many people feel uncomfortable in art galleries. Only one representative looked up from her desk and said hello but never asked a question or tried to engage me in a conversation. How do they stay in business?
This was a shocking experience to me. Hunter-Wolff Gallery will always acknowledge you and your family. You will always be greeted and feel welcomed. We will always take time to ask about your needs, tell you about our artists, their work, or anything else that is of interest to you. Good customer care begins with these basic courtesies. You will feel comfortable and we hope you bring your friends and family back for the next visit. If you don’t, please let us know what did not please you. We make it our business to make your visit positive and help make your art collecting experience a pleasure with superior customer care.
I am interested to hear about your gallery visits, wherever you went, and if you have ideas or tips to help us improve the services we provide, let us know.