ShopLaMuse
Making a difference with customer service
4/10/09 11:20 AM
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Inspiring (78)
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La Muse is a whimsical store just outside of DC offering unique American made gifts that amuse, inspire and intrigue.
In developing the store I knew there were some things I wanted to accomplish: 1. Support American artisans and small business 2. Offer gifts that have inspiring messages on them to help people speak their hearts 3. Give back to the community 4. The store should be a place where people would feel cheery or uplifted just by walking around inside and, most of all 5. La Muse must spread its share of happiness in our world by being a positive influence, however small, in people’s lives.
La Muse opened its doors on November 20, 2006 and I’m happy to say that I’ve been able to meet the above goals. I have dozens of stories that I can share but today’s story culminated in an email that I received this morning and is a perfect example of how we can make a difference by the way we interact with our customers.
I received a phone call from Trish of San Francisco. She called me and very excitedly said that her niece led her to my website. “Led you?” I asked. “Yes, she led me. You see, my niece, Kathy died last week and I was looking for a gift to send her husband, Walt. When I went to the computer I found your website and immediately saw something that perfectly describes their relationship. I know Kathy led me here and I have to get it and send it to Walt.”
Trish told me about Kathy and Walt. Kathy was young, only in her thirties and died of cancer. She and Walt were each other’s true love and best friend, they were soul mates. As Trish described their relationship it resonated with me and his heartbreak became personal.
Last week when the handmade wall tile arrived at my store I took pictures of it and sent them to Trish so she could see it. Then I asked if she’d like to include a personal message, “Why don’t you email me what you’d like to say and I will print it out on nice paper and include it with the gift?” I took extra care in wrapping this precious tile, I printed Trish’s note and included it and then I wrote my own personal message to Walt on a card. I closed up the box and wrote inspirational and uplifting messages in different color Sharpies all over the top of the box in hopes that one of those quotes would brighten Walt’s day.
This morning I received an email from Trish and Walt. In it they both described how much they not only loved the gift but the care and love I put into its delivery. It meant the world to them.
I had made a difference
Advice for others:
1. Make the business of customer service as personal as possible.
2. Every customer is special. If you believe it, live it and breath it every day your customers will feel it. When your customers feel special they will tell someone else about your business.
3. Under promise and over deliver. Always set expectations a little lower than you know you can achieve - there is nothing like the 'wow' factor when your customer gets something faster, better or less expensively than you promised.
Comments
To learn more about Kathy and see the "Heart & Soul" wall tile go to:
http://csl.stanford.edu/~trish/Kathy-Gill.html
It's a web page that Kathy's aunt, Trish, made for her.
Thanks so much for sharing!
Thank you very much!
I have been in the store many times and have shared it with friends. In these times where people fall prey to anxiety, fear and negative thinking, it is more important than ever for all of us to boost each others' spirits and give the priceless gift of more joy and laughter to the world.
I have been to your shop a few times before.
I knew there was something different and special about your store besides the unique / artistic gifts you carry.
Well, your story explained it all.
Every time I go in to your shop, I feel sincerely welcomed.
It makes me want to stop by again.
It makes me want to tell friends about the store.
At this financially difficult time, when I need to find a gift, it makes me want to go to YOUR store and spend my precious dollars.
Yes, it makes a difference.
I appreciate the care you give to me and others. I know each order you ship is blessed.
I love shopping at whenever I'm in Virginia. La Muse has unusual gifts that I so enjoy giving. All the vey best.
To My Dear Friend,
Your store is so uplifting, fun, & truly unique!
I ordered a bracelet from La Muse a few months back. When I saw those handwritten quotes on the package and the handmade worry stone inside, they just brightened my day. A business person who had no obligation other than to fill my order had taken an extra moment to make me feel special, like I was receiving a gift from a friend. In this age of big box stores and faceless internet ordering, that extra touch made all the difference.
I love shopping at LaMuse. The shop itself is beautifully decorated and bursts with vibrant colors - an instant headache remedy as soon as I walk through the door. The owner always takes time to say "hello" offers a friendly smile and lends her expertise. A slower pace and more personable approach turly makes my shopping experience a memorable & thoroughly enjoyable one.
Inspiring ! La Muse made my rainy gray Saturday brighter before I even stepped through the door. I loved that everything made in the store was from local artisans. I love original work.
Good luck with the contest. I believe that the store owner would end up using the winnings to continue helping those in her community.
I love this store!! I tell everyone about it!! Keep up the good work Deb!!
I think La Muse is such a wonderful treasure in Old Town. And the owner/shopkeeper is always pleasant and helpful.
Though I live on the opposite coast from La Muse and have never been able to visit the actual storefront,I have been living vicarisly thru its amazing website.I have found the most unique and unusual gifts for friends and family.The craftsmanship and selection of artisans that Deb brings to her customers, shows the love that she has for not only her store but for the people who's lives she touches through it.Thanks Deb for providing me the chance to tell those who I love how I feel about them.
This story is typical "La Muse" and Deb. When I read the story I said, "of course" that is what she would do. Always going above and beyond to make being part of La Muse more of being part of a "family and friends group" then a customer. There is something to be said about the "old-fashioned" community feel of being in La Muse. I visit often just to be there-even if I don't buy something all the time (which is rare!) Let's get that $25,000!!!!
Your store is a reflection of you, inspiring, thoughtful and BEAUTIFUL!!!!!!!!
La Muse is like a rainbow in a sea of gray. From the decor, to the inspiring gifts to Debra's infectious passion for making every person feel special - it's a wonderful place to be! You can tell that this store is a "labor of love" for her... La Muse is an amazing place, Debra is an amazing person - and I am so glad to have found them both!
This is typical Debra! Always thinking of others! Thanks for everything you do!
Debra - the vibe you give just by a simple email, conversation, the web page for your store or whatever, always seems to bring heartfelt warmth. You touch everyone you meet. You are unique, caring, generous... moreso than anyone, creative, blind of harsh realities. You live in a bubble and always choose to trust and believe in everyone. You are wonderful. I love you and am so proud of all your accomplishments. You truly are special and I'm thankful to have you in my life. Your store INSPIRES ME!
Each time I walk into LaMuse I am greeted by a warm genuine smile, a hug and Max the wonder dog. The store lifts my spirits, warms my heart and I leave with the perfect gift. Whether it is a celebratory gift or a little something to lift someone spirits during times of trial, I have always found something meaningful. Just as the story above, LaMuse has made a difference and touched many lives, as people like me who care about others return to it's charm.
Debra--you are a gem and and Lamuse is filled with gifts that bring a smile to my face. Thank you for sharing this wonderful story. Priceless!
What a beautiful story! It takes a special person to realize what's important in life. I personally received some gifts from this store and have thoroughly enjoyed them.
My family and i have been to your store many times and love shopping there. La Muse is reflective of its owner who is sweet, thoughtful, unique and inspiring.
Deb-you are an amazing person....Caring, generous, loving and so much more I am so proud of you. You and your store are both shining stars!!!
I love this story! Bravo Debra!
This is a great story and it made me really happy to seet that there are still amazing people like you in the world, who will take that extra time and care!
Great story, great store. This is another reason why you are our leader for our team!
Very nice story. It is awesome when there are others out there striving to make a positive impact in people's lives.
Wonderful story and I ,too, am an online customer and look forward to the wonderful packages that I have recieved. I purchased many wonderful gifts for others and have always appreciated the love and care with which my purchases have been wrapped and presented in the box from you. It's beautiful! Namaste.
The store s great, adn has wonderful cards.
The advice for others is really simple but yet so true. If every business owner cared as much as La Muse and followed this advice, what a nice day it would be.
I have been at the store few times, what a pleasure. IT is by far my favorite place to refer friends when they come to visit Alexandria, VA. I sincerely hope that your store wins the grant. Best wishes.
Love
Angelica Figueroa, DMD (Angie)
Springfield VA
Your genuine care and concern for others is inspiring... I love LaMuse, and am always happy to have an excuse to drop by and pick up a little pick-me-up... Deb, YOU are truly a gift! :)
I have had both the opportunity to go to this incredible store and the experience of ordering online and I have to say that you can feel the love that goes into every interaction and transaction. Very Inspiring.
This is truly an inspiring story. We need more business owners like Kathy who take the time to put personal touches on the services they offer. A great customer experience creates customer loyalty. Many business owners have forgotten this fact.
I wish more people ran their establishments with the care, compassion, integrity and dedication to others as Debra does with La Muse. I not only love La Muse and their unique and high quality products, but an added bonus was Debra offering me some valuable ideas. The results of those ideas have enhanced myself & my friends lives along with many other I work with everyday.
It's truly a pleasure to have met Debra and I look forward to visiting and shopping at La Muse for many years to come.
The shop owner Debra is always so welcoming when I walk in the door. She's very cheerful and always asks if I need any help.
I have visited La Muse and it is a beautiful store that makes you feel good. Regardless of your mood when you enter the store, you leave feeling uplifted.
I have visited La Muse and it is a beautiful store that makes you feel good. Regardless of your mood when you enter the store, you leave feeling uplifted.
Few people care about the extra mile to care for others, that is you, and every piece in your store and your personality is living proof..Best wishes.
Great story. Its no wonder your doing such a wonderful job!
LaMuse's customer service is unmatched. Keep up the good work Deb!
I just LOVE your store! 2 Christmases ago I was shoppping for some friends and I picked up a beautiful silver necklace with the words "Be" and "Happy" written on small silver pieces. I thought to myself, what a lovely necklace, I sure would like this! But I put it back in the case and continued my shopping for others, planning to return after the holidays and buy it for myself. When I went back to the store in January the necklace was gone. What a reminder to 'grab it (happiness) you see it!"
.
I can and do spend hours in La Muse whenever I am in Old Town. The wide range of unique gifts bring a smile to my face as well as inspire me. What is more inspiring than the eclectic merchandise is Debra, the owner.
Before you step into her shop,you will find doggie biscuits and cat treats for the four-legged locals to enjoy. Debra supports our Troops, local charities and contributes to the fight against cancer...all done through her wonderful store and her kind and giving personality. :-)
I can and do spend hours in La Muse whenever I am in Old Town. The wide range of unique gifts bring a smile to my face as well as inspire me. What is more inspiring than the eclectic merchandise is Debra, the owner.
Before you step into her shop,you will find doggie biscuits and cat treats for the four-legged locals to enjoy. Debra supports our Troops, local charities and contributes to the fight against cancer...all done through her wonderful store and her kind and giving personality. :-)
Debra is an inspiration to everyone. She has a very warm and cheerful personality which is extended to everyone who enters La Muse. She is always kind, thoughtful, extremely helpful and a joy to deal with. I only wish that there were more Debra's in this world today.
Debra has one of the kindest hearts and the gifts she carries in La Muse reflect the kind of person she is. What a wonderful story!
La Muse stands for everything good about our great country. The store’s motto is simply a reflection of its owner: “Live with Gratitude”. Debra is a special lady who is passionate about what is good in this world. You need not spend more than a minute in Debra’s presence to understand that she truly believes she can have a positive affect on people’s lives, which is the sole purpose of La Muse. It’s no surprise that every item in her store has a special meaning! Whether you’re looking for a unique gift, or interested in meeting a very unique person, La Muse is a must!
LaMuse is the greatest little store ever. i'm constantly amazed by the new and fun things i find there. anyone who misses this store, misses a lot more than that.
My relationship with Deb is a bit different as I am one of the artists that she carries in her shop. It has been a pleasure to deal with her on all levels. She has always been so proud of my work and has sold it in a way that keeps me busy. I think her store one of the best I sell to.
wendy grossman/ Studio 78
it's a joy and honor to be a small part of Debra's La Muse family!
Le Muse is a great store with thoughtful gifts. You can tell Debra enjoys her work and works hard. She deserves anything that will enable her to expand and promote her business.
La Muse is a store that is guaranteed to make you laugh, think, smile, and maybe even cry. It's an absolutely wonderful store run by an absolutely wonderful person.
I love doing business with Debra. She is so sheerful , positive personal and kind that after my visits to her store I feel realy cared for.
Local artisan, Armine
This is a perfect example of the need for small businesses that take the time to care for the customer.
What a wonderful story you chose to share! It's been a joy to work with you as an American artist - thank you. Cari & Liz at c.lizzy's
LaMuse is inspiring and uplifting. It's impossible to enter this shop and not leave with a smile. I totally dig the owner too.
Lot's of cool funny stuff that will inspire, provoke thought and make you feel grateful.
Very cool...thanks!
What a great story! I love your store and your attitude.
I love La Muse! It is one of only two stores that I would define as truly "unique" - great selection of merchandise, fun to shop and equally fun to browse there...but I almost always find lots to buy. I appreciate the talent it takes to creativly stock a store like La Muse.
tbbb
LaMuse is an incredible store - inspiring all who walk thru the doors or surf the web...
Thank you, Deb, for brightening the world!
The first time I walked into this store I fell in LOVE. Not only with its uniqueness & variety of wares, but w/ the personal attention Deb gave me & I have no doubt, every customer that comes through the door. I lived in MD and would travel to Alexandria JUST to shop at La Muse. I have relocated to the Midwest & unfortunately cannot visit the store in person, but am thankful for the ability to web-shop. Deb's personal touch comes w/ every purchase - it's such a delight rec'vng a pkg from LaMuse!
WONDERFUL STORE!!! WONDERFUL OWNER!!!! DESERVES ALL THE ACCOLADES MENTIONED AND A WHOLE LOT MORE!!!!
I love La Muse! Whenever I am having a particularly rough day or week, I head into the store for a little "positive therapy" to help myself feel better. I especially love the wonderful card selection Deb has (I send them to deployed military friends), and all the personal time and attention you get from Deb herself. Her e-mails inspire me, just like this story has. La Muse is a fantastic shop where I choose to spend my time and money. Yeah Deb and La Muse!
The store is welcoming, warm, colorful and is a great place to shop for that special something for someone special. It takes more than unique merchandise and colorful displays to make a store memorable. It takes an owner that makes each shopper feel as though they are the most wonderful customer that has ever passed though the door. Deb does this wonderfully. Her personality is the special something that makes the store so special.
fantastic
