the importance of customer service

So back to Dallas for a second. While there, I went shopping (because that's what you do in Dallas) and I found a gorgeous new bag that I just had to buy. Now granted, it was a little more than I wanted to pay for a new one, but I'd been out several times in the last several weeks on a mission to find a new purse and just haven't found anything. And then while browsing in the designer's boutique waiting for my Mom and sister, I came across this absolutely beautiful bag. And it just happened to be the last one in stock (see? Fate).

The clerks were awesome. One guy in particular who saw me looking at the bag and encouraged me to try it in the mirror (curse him!) which probably helped to cinch my purchase. And he was hilarious, and knew to stay back. All too often some people "hover," which turns me off in a store. And what was in my mailbox this afternoon about two weeks later? A handwritten note, addressed by name thanking me for my purchase (insert the bag name and color) and hoping I stop by on my next visit to the mall.

I've bought this brand before, but normally in department stores. This is the kind of thing that separates the boutique stores (though Neiman's and Nordstrom also have very attentive sales staff). And it reminded me of when I worked retail. My second retail job in late high school/early college was at a clothing store. And the best piece of advice that helped me through my entire time at that company, and then later at my first job where I really got to learn a lot of different faces, was getting names. Creating a personal relationship with someone within a few minutes. Help them to the fitting you got started and asking "Sarah, are you doing okay?" rather than just "hey, are you doing okay ma'am?"

I remember there was one woman who had just moved to Dallas. She and I chatted quite a bit as I helped her with some suggestions, and then also some suggestions around Dallas: places for live music, my favorite cafes and restaurants, etc. She didn't buy much that first day, but she came back and sought me out straight away. We worked together about once or twice a month, and there was one time she even dragged her husband into the store to meet me because I'd been such a help to her. These are the relationships you want to cultivate in a customer service setting because everyone benefits. The sales associate has increased/steady sales, and the customer feels like s/he is really being looked after, that they're not just there to fulfill a sales quota. And it also makes the 5 hours or so much more enjoyable.

And I'll be honest. Years after I left this company, I still pay attention to these things. I pay attention when I'm shopping to see who asks my name (sadly, not very many), and even better, who actually remembers it. I do tend to purchase a little more when the experience is more positive.

And back to my bag story that started this, that personalized thank you note has done a lot. Because my bag isn't the basic black I was initially looking for, I am still looking for a black bag. And I may wait until my next visit to Dallas, and rather than checking a department store, I'm definitely going to go back to the boutique store first and see what they have to offer. Maybe my guy will still be there, and if he isn't...I still feel like they're going to take care of me.

And there you go. There's another sale right there. And I feel taken care of..and it totally made my day even more than just my new bag did.

dallas

I went back to Dallas for a long weekend recently, and I must have been crazy because I'd been looking forward to this trip even though August is quite possibly the worst possible month to be in Texas. Well, there was that one time when there were over 30 days in a row with the weather over 100, and I think the bulk of that was in July. But let me just say that on my last full day there, I'm driving in the early evening and am at a stoplight next to a bank. And banks are great for having their electronic signs with the date, time and weather. And what did this sign say? 105.

105. One hundred and five. And I'm sure that was probably without the heat index.

But I kind of liked it (yes, I already noted I must be crazy). Coming from DC, where the air can be so thick with moisture it's difficult to breathe, I would rather have hotter but drier weather. There are parts of Texas where the humidity can be just as bad, but thankfully Dallas isn't one of those places.

It was a great trip. I try to get back whenever I can, but this had been the longest I've gone without a visit (since Christmas!). I had planned a trip in February, but that was postponed first because of snow in DC, and then ultimately canceled because of snow in Dallas. Go figure.

So I basically took a long weekend to check out. I worked on a little writing, ate some delicious Mexican food, sampled tasty margaritas in mango and coconut flavors, and let my sister spoil me with champagne, cinnamon French toast and a fruit salad on my last morning. See why I go back to visit so often?


I want to plan another trip now, one where I would be actively involved in seeing the city again. I thought about perhaps spending a long weekend in Boston, a city that remains in a special place in my heart even though it's been about 10 years since I was last there. But I'm also thinking about a nice little introduction to Italy in a year. I'm thinking...Rome, Naples and maybe Venice. Maybe just Rome and Naples. Naples is definitely high on the list because of, well pizza of course, but also that little volcano named Vesuvius. Yup. Still active.

We'll see. Far too many stamps I want to collect in my passport. But in the meantime, there's always weekends away in Dallas. Maybe just a little more enjoyable in the coming cooler months when the weather will dip to about 17 here, but remain a balmy 85+ back in Big D. Then you won't think I'm so crazy.

sick puppies

I know...what kind of title is that? Well...this will make my parents smile, because it's the name of a new band I heard over the weekend. (Oh boy...I remember playing music in the car when I was younger, and telling my parents it was Garbage, or Nine Inch Nails...or They Might Be Giants).

I don't really listen to the radio much anymore. Actually, haven't for years. Mainly because I couldn't really find stations I liked during college in SoCal or once I moved to DC. I found a couple, but since I'm not a fan of commercials or talk radio (except NPR on occasion, or now...the Ticket) I always found it easier to listen to CDs when out driving.

Whenever I go to Dallas though, I'll have a bunch of CDs to play but I'll also scan through the radio stations every couple of songs or so. And this past weekend, The Edge did not disappoint. There were some classics like Nirvana, Cake, Bush and Smashing Pumpkins, but then while sitting in the parking lot waiting for someone, a new song came on after the one that made me stop and think about first getting my license.

And it was "Maybe," by the Sick Puppies. And I loved it. It was the music, the voice and the lyrics. Pretty much everything I love about music was there. The lyrics totally nail everything about wanting to go out and try something new, something kind of off the beaten path or something you really, really want to do. And maybe it'll be some good motivation. So if you're looking for something new, I'd check this out. I'll be checking out some more songs, but this was definitely on my "to buy" list once I came back to DC today.

sunday mornings

Sunday mornings have always been a morning where breakfast, no matter where or what kind, is always enjoyed at a slow, leisurely pace. There's never a hurry, no errands that have to be run or anywhere to be.

And one of my favorite places to go on nice mornings is to Dean & Deluca in Georgetown. I enjoy the walk through the morning quiet of DC, loving how still and peaceful it is compared to just a few hours later when everyone heads out. And even the main streets of Georgetown are still sleeping, with only a few people heading out to brunch.

On most days when I go, I meet some friends there for coffee and a pastry, or if I'm alone or early, I get a chance to enjoy my book on the stone alley area. This morning the rain held off until I was in line, thankfully, and so the other patrons and I crowded under the overhanging area, my friends having managed to snag a table before the rain fell harder.

I tried something new this morning too. Ordinarily I'll get a vanilla latte and a croissant, but today I tried D&D's coffee and an almond croissant, expecting just a taste of the almonds sprinkled over an otherwise ordinary butter croissant (which is still delicious on its own). But when I pulled off my first taste, there was like...an almond preserve tucked away inside the flaky pastry. It was sweet and almond, almost like solidified almond extract. It was a choice I'll keep in mind for future Sunday mornings.

With the rain I wasn't able to enjoy my book, which I am very excited to be reading and hope to post more on later. While I want to know where this summer went, I am looking forward to the hot days winding down into the more cool mornings of fall so that I can spend more Sunday mornings over more coffees and more almond croissants.

review: let the great world spin by colum mccann

The beginning point for the novel is the walk by Philippe Petit between the World Trade Center towers in 1974. What I liked about this was the way in which the stories about not exactly happened that day with the walk, but with the people on the ground were told in short stories and slowly interwove with each other.

And the stories tie together, all the way through the end. When Claire is first introduced, I had to wonder what she had to do with the story. On Park Avenue, she was far away from the world of the Bronx that is first introduced (after a recap of Ireland), and the prostitutes whose children later play a role. Each character, and the world inhabited by that character, was distinctly developed and there was no blurring between. Which I would imagine is hard to do all in the same novel. Often times there is one world, or a set of characters that you build throughout, but here each one was built in a vignette.

What was incredible were the moments about Petit's walk on the wire. Those paragraphs made everything slow down and the noises become a whisper, as though you were either up there above everything and the world was still, or down below watching and becoming so invested in Petit that everything else just faded away for those few moments.

I loved it. I thought it was a very fitting tribute to the walk, and to New York.

restaurant week dc

I love restaurant week. It's such a great way to either try new restaurants (like the year I tried Marrakesh Palace), or just an excuse to revisit favorites (like Zaytinya). DC's restaurant week is coming soon, beginning August 16 and while the official restaurant week will go until August 22, some restaurants do extend the prix fixe menus another week. So check out the individual restaurant to find out.

Right now I'm finding it tough to decide if I want to check out a new restaurant or head back to those that I love but don't always get a chance to frequent. Hmmm....

summer break

This weekend has been such an incredible break from summer. Don't get me wrong. I love heat and sunshine as much as the next Texan (only please turn down the moisture in the air!), but last weekend was just so brutal. Now granted, I did make some coconut margaritas and spent some time with those and my roof for a bit of a break while still soaking up some sun, but even so I only lasted about 45 minutes on my rooftop.

My godmother was in town this weekend and well, two minds think alike! We met up at Elephant & Castle yesterday and spent a couple hours catching up on their patio. It's one of my favorite summertime places. After some of the summer festivals on the mall, it's good to go have some decent pub food and sit on the patio with some friends and a cold beer.

I know it rained some last night, but so far this weather has continued! I headed out to the grocery store first thing this morning, and all I wanted to do was pretty much just stop and sit down on a bench somewhere. I may be headed out to do more of that shortly.

All of this lazing about outside isn't writing, I'm aware. But yesterday morning I wrote about 10 new pages in my first draft, and if it starts raining again this afternoon like it's supposed to, I'll probably get quite a bit more out there. Still just working on getting from point A to point B for now!