Reflection 16 of 52: Can you rock when mistakes happen?
April 21, 2014
During a
little weekday getaway with my Mom and sister, we met the finest small business
communicator - due to an employee error.
We were
dwindling away our day checking out local eateries and artsy shops. At the
local art gallery, I came upon a much-coveted funky antique brass easel. I had
one exactly the same at home but mine was tiny. I wanted something bigger to
display larger works of art. In all my searching I had never found one quite
like it. This one was perfect. I asked the young shop clerk if she knew where
they bought them and to my surprise, she said they were available for sale. I
promptly said I would take one.
We
continued to admire the paintings and sculptures while she went off to clean my
new purchase and wrap it up. As we approached the front counter, an older
sophisticated woman (turned out to be the owner) looked over with a funny
little smile and advised us that they had stopped selling these precious
easels, as they were no longer available via their Italian supplier. She had searched all over and could not even
find a good second best.
The young
clerk looked slightly embarrassed but the owner made it clear it was not her
fault and they would honour the sale. The cachet and charisma of this art gallery
owner was immediate. She smoothed over the situation with her gracious manner
and soon was telling us about special showings and their great lay away art
plan. We hung around for another 15 minutes hearing about the company
philosophy, their artists and generally all the wonderful ways they help people
acquire or sell art. Before we knew it,
we were put on a special “invitation only” Christmas event.
By the
time we left we felt more like VIP’s than someone who just got away with a
display only, rare easel. Instead of a “start the car” moment, this delightful
woman, made us want to come back and buy the items that were actually for sale.
She made
me promise to tell her if I ever saw something similar that was as sturdy and
attractive. Serendipitously, I saw one in a shop later that day and popped back
to the gallery to share the news.
This
White Rock Gallery owner rocked it. If you find yourself in that neck of the
woods, check them out. Aside from amazing pieces of art you will find a highly
compelling communicator – Dennie Segnitz.
Proof
positive, you can turn your employee error into a rockstar moment.
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