So another gift to myself for the month of March was the Coach Sutton Universal Phone Case in Pink Orange. When I go out I usually use my Coach Sutton Signature Wristlet in brown to carry my things however it gets annoying always having to limit what items I bring and also taking my phone out of my Mophie battery pack to fit into the wristlet. I found my self at the Coach counter in Macy’s trying to fit what I perceive to be my life (iPhone4, debit card & identification) into a 6″ x 4″ space. Noticing my frustration the Coach Specialist suggested I pay the actual Coach store a visit to view the new universal phone cases. Macy’s isn’t privy to the new-new stuff. So I stepped over to the Coach store and upon entering I hear *singing*

I was surrounded by all the Coach goodies a girl could ever imagine, I used to be that girl where all accessories matched *que the violins and tears*. I was immediately greeted by a sales associate who asked if I needed any assistance. Of course I declined because I wanted to linger and drool over the new collections before getting to the task at hand. As I walked the through the store the sales associate didn’t stalk me, she waited until I showed a true interest in an item before coming over to offer suggestions and combinations. She began a conversation which ultimately led to the discovery of the true nature of my visit. Once at the display case for the universal phone cases, she literally assisted me in trying every one of the cases with my necessary items. After that we stood for another 10 to 15 minutes reviewing color choices. Now mind you I am not the only client in the store and the item I am looking at only retails for $58.00, so her commission is looking kind of slim. Yet she takes me through the entire sales process. We go to the register and she goes for the cross sell….we conversed about perfume and key chains….my past coach purchases and possible future items.  At the end of the conversation I purchase a new key chain, signed up for the mailing list, and my items are gift wrapped in a box, receipt in a signature envelope and she walked around the counter to hand me my purchase and bid me a great day.

This is the kind of shopping experience that creates a loyal client.  I did’t feel the pressure of a budget, I wasn’t rushed, I was made to feel important and equally as valuable as a client who may have spent a couple hundred dollars.  Service excellence is something I pay close attention to and whatever Coach is teaching their employees shows that they want every client experience to be a best practice.

At one time I had lost faith in Coach. I felt that they were getting a bit pricy for selling fabric signature bags instead of what used to be an all leather collection. I had stopped buying from them not because the quality wasn’t there but because it no longer met my wants & needs. Well here is the thing, I value quality and the client experience…so Coach is definitely back on the “you can have some of my money list”. Kudos to the sales associate (whos name I forgot to get permission to use) she was awesome!