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Nordstrom. The Grove. Los Angeles.
Mission: Buy one pair of New Balance shoes.
Here’s how it went down.
Erika: “Can I try on these shoes in a size 9.5?”
Sales associate: “Of course, I’ll be right back.”
(47 seconds pass…)
Sales associate: “Here you go, and I think you’ll love these as well.”
(‘These’ being two other pairs of shoes I didn’t ask to try on—but she certainly had an eye for what I might like!)
Erika: “Well, if you insist!”
And 10 minutes later, I walked out with exactly what I came for, plus both pairs of sandals.
(And the sales associate walked away with 3X the commission!)
Why?
Because she knew what she was doing.
She knew her products––inside and out.
She wasn’t just checking off a list or following a script.
She was connecting with me, reading between the lines, and effortlessly guiding me toward what would work for me.
She had taken the time to understand my style, to get a feel for what would resonate, and she did it with such grace.
I felt special. I felt seen. And most of all, I felt like she really got me.
I walked away with more than just shoes—I walked away with an experience.
And that’s the magic of truly great sales.
When someone takes the time to understand you, to anticipate your needs, and to make you feel seen, it creates an experience that stays with you long after you’ve walked out the door.
That sales associate didn’t just sell me shoes—she sold me a feeling.
And that’s something I’ll remember every time I put on those sandals.
It’s a reminder that when you show up for your customers in the right way, they’ll come back for more than just the product—they’ll come back for the experience.
(And maybe write a blog post about it too!)
XXXO
