\u2013 Would you like something to drink?<\/p>\n
\u2013 A tea, for me, please \u2026 with milk and saccharin, please.<\/p>\n
\u2013 And for you, sir?<\/p>\n
\u2013 A sparkling water, please.<\/p>\n
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We are not in a bar but in a luxury store, and this couple receives a soft drink to liven up their experience in the store. Retail is Retail, but each sector (cosmetics, fashion, shoes, sports, DIY, restaurant\u2026) has its own codes. And luxury has very timeless representational codes, yet in continuous evolution: the Luxe Attitude.<\/p>\n
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In contact with managers and salespeople, who also make our experience as coach-trainers a true luxury, we have trained and refined this Luxe Attitude, for French and Italian brands. I share my particular observation of this Luxe Attitude, from the people\u2019s perspective:<\/p>\n
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Self-esteem<\/strong><\/span><\/h2>\nThe challenge for the salesperson (or client advisor or Sales consultant or Fashion expert\u2026) is to occupy their legitimate place in the mutual relationship with the client, and cultivate positive thinking such as: \u201cas a salesperson, I \u201cEXIST\u201d; I am not a mere flower pot, even if my client can potentially spend, in 15 minutes, in my store, the equivalent of my annual salary.\u201d This self-esteem enables the sales person to deliver value added rewarding customer experience, based not only on a desirable product, but also on this possibility of sincere human connection and interaction, to contribute to a greater well-being of the client, and provide an experience that makes the customer feel even happier. Despite this economic imbalance, the sales representative is here to empathize with that client. This self-esteem implies being able to connect with the client, look at the client in the eyes, call him by his name, dare to ask open questions to discover, and generate not only a sale, but also a memorable wow experience, at the height of the brand. Obviously taking care of the staff\u2019s self-esteem does not constitute a decree-law. It is transferred and cultivated thanks to a daily consideration in the employee experiences, in management rituals, individual (one-to-one coaching sessions, annual development plans) and collective sessions (inspiring morning briefs for example).<\/p>\n
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Service vs Servility<\/strong><\/span><\/h2>\nThe Ritz-Carlton hotels defined an enlightening mission for their teams: \u201cWe are ladies & gentlemen, serving ladies & gentlemen!\u201d. This statement values \u200b\u200bthe exquisite sense of service, and precisely moves away from a sense of servility, which would be less rewarding. This subtle distinction represents a fine line between \u201cservice and servility\u201d lies in the hands of the managers, to enable true, authentic and sincere relationships between their employees and the customers in luxury context.<\/p>\n
![\"\"](\"https:\/\/icidigital.eu\/capkelenn-old\/wp-content\/uploads\/2021\/04\/We-are-ladies-and-gentlemen..jpg\")
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Brand ambassadors<\/strong><\/span><\/h2>\nIn recent years, we could hear in renown brands: \u201cyou are brand ambassadors\u201d. At Apple, managers even say \u201cYou are THE brand.\u201d How to \u201cbehave\u201d and embody a brand promise like Herm\u00e8s, Dolce Gabbana or Apple, for a 22-year-old novice salesperson? Elegance when dressing, verbal and non-verbal skills\u2026 contribute to embody the brand values. In luxury, the attitude does not come only from know-how, but a lot from behaviors, and personal \u201cclass\u201d, that maybe developed!<\/p>\n
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Collections, shows and Catwalks<\/strong><\/span><\/h2>\n
The Ritz-Carlton hotels defined an enlightening mission for their teams: \u201cWe are ladies & gentlemen, serving ladies & gentlemen!\u201d. This statement values \u200b\u200bthe exquisite sense of service, and precisely moves away from a sense of servility, which would be less rewarding. This subtle distinction represents a fine line between \u201cservice and servility\u201d lies in the hands of the managers, to enable true, authentic and sincere relationships between their employees and the customers in luxury context.<\/p>\n
<\/p>\n
![\"\"](\"https:\/\/icidigital.eu\/capkelenn-old\/wp-content\/uploads\/2021\/04\/Andy-300x300.png\")
<\/p>\n![\"\"](\"https:\/\/icidigital.eu\/capkelenn-old\/wp-content\/uploads\/2021\/04\/coco-chanel-capkelenn.jpg\")
<\/p>\n![\"\"](\"https:\/\/icidigital.eu\/capkelenn-old\/wp-content\/uploads\/2021\/04\/Bang-Of-olufsen-2.jpg\")
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CapKelenn in luxury retail<\/i><\/b><\/p>\n
CapKelenn is the primary certification in Retail Coaching worldwide, certifying managers in Retail to really become coaches for their sales teams, facilitating the transition towards a supreme clienteling savoir-faire. CapKelenn delivers the certification in 12 languages on all the 5 continents. CapKelenn accelerates change, thanks to people, with results that are fast, visible and sustainable, contributing to fertilize a client experience that is memorable and personalized.<\/i><\/p>\n
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Know all the luxury retail sales steps.<\/p>\n","protected":false},"author":2,"featured_media":4771,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1,41],"tags":[],"class_list":["post-4776","post","type-post","status-publish","format-standard","hentry","category-sin-categorizar","category-tv"],"yoast_head":"\n