Ambiance Inc. doesn’t want to claim it
can help save a marriage, but some of its
customers would certainly give it credit
for a big boost.
In fact, a couple near divorce came to the
Canton location of “The Store for Lovers” a
few years back and said their marriage was
on its last legs. Looking for a spark, they
came to the romantic retail store looking for
help. Working with the store manager who
listened to their problems, they found some
romantic products that tickled their fancy
and have since strengthened their marriage
and become regular customers. The solution to their problems wasn’t all Ambiance,
but the comfort they felt in trying something
more adventurous certainly met the company’s goal.
While there are many factors that make
each visit to Ambiance unique, there is one
way that President Jennifer Downey
ensures her customers at Ambiance are
well taken care of: by training each of her
employees to be romance consultants that
constantly think like a customer.
Because the items sold at the store are personal and, for some, a bit embarrassing,
employees have to go through a four- to six-week training program that culminates in a
22-page exam. The testing is all about building trust with the customer to discuss a very
private portion of their lives. Beyond making
understanding the customer a priority
through requiring it as a condition of employment, continual training from store and corporate management on dealing with customers is also a key focus. And, to ensure it’s
working, there is a standardized customer
service evaluation that’s regularly put to the
test by secret shoppers. Through those
efforts, Ambiance earns the trust needed to
sell intimate items. In return, customers feel
comfortable coming back and recommending the store to their friends.
HOW TO REACH: Ambiance Inc., (866) 739-8477 or
www.ambiance.com