I Can’t See You

As Design Associates on our Shop From Home team, we rely on senses other than sight because we never see our customers. We aren’t able to gauge their design aesthetic by their appearance or their interest level by their facial expressions. Instead of using swatches to show them how fabrics look and feel, we use language that conveys color and texture in a way that is engaging and accurate.

When we connect with our customers by phone, we listen for cues that suggest surroundings and the needs of their specific homes. Are there children? Pets? City sounds? These hints guide us toward a conversation regarding easy-to-clean fabrics for children and pets or smaller scale furniture for city apartments.

The speed with which a customer speaks gives us clues, too. Fast and to the point? An informative and efficient conversation is in order. Slower with intermittent pauses? The customer will likely be grateful for information about construction, fiber content of fabrics, finishes on wood, maintenance, etc. We create a conversation that meets the customer’s communication style in the moment. We offer details in a reassuring tone to the customer who seems hesitant about their decisions, while we speak using calm confidence with the customer who responds best to an educated, fact-based dialog.

We aren’t able to see our customers, but our interactions are as rich and personal as the connections made in our stores because we listen creatively.

Some days we take a mental break and use a British accent, which seems to please everyone. Only kidding.

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