The “secret shopper” report said it all.
The shopper visited an Ambiance store, and had to explain the circumstances of her husband’s difficulties. Without missing a beat, the employee empathized with the shopper and made the shopper feel comfortable, especially with the shopper’s choice of lingerie.
But that’s all in a days work at “The Store for Lovers.”
President Jennifer Downey and her staff have to be ready to handle all different types of customers’ needs and desires, and they do this through their “romance consultants.” The Ambiance romance consultant needs to put everything aside, including price, and remember she is there to solve a specific problem. That solution means a better love life and a better relationship, which, for many people, is priceless. Not only do customers need to feel confident that they are getting value and quality, they need to be reassured that they are not judged harshly for their presence in an Ambiance store.
Ambiance trains and certifies romance consultants, a title that reflects their dedication and hard work to understand their customer’s wants, needs and desires. The training process lasts about four to six weeks and culminates in a 22-page exam. Passing the exam promotes the employee from trainee to romance consultant.
The extensive training results in repeat customers, which is exemplified in the Ambiance Great Lover’s Club. The GLC database includes more than 180,000 members.
Ambiance communicates with those valued customers in-store, via e-mail and through direct mail. They receive discount coupons for their birthdays and anniversaries and get advance notice of sales and promotions. The business even featured GLC members and their spouses in advertising campaigns.
Ambiance also offers GLC members “romantic getaways” at area hotels, which are Ambiance-branded experiences that give couples the opportunity to spend an evening solely focused on each other. <<
How to reach: Ambiance Inc., (866) 739-8477 or www.ambiance.com
