Fat Face smile makes all the difference

Sometimes you just know you are in a business that has thought deeper than the glossy exterior. That was certainly the case on Saturday in Fat Face. Normally I hate shopping but in Fat Face for some reason I feel inclined to have a look around and try things on. Maybe its the clothes, maybe its the decor. It's probably a combination of many things - one of the most important being its people.

On Saturday afternoon following my wife we entered the store near Covent Garden. We went our separate ways and I tried a few things on. Rejoining Karen as she was looking at something near the counter I heard the guy behind the till say to her "Nice top!" She turned around and gave him a smile - it was a Fat Face top she had bought the week before.

Eventually she got her fix and found something to buy - a belt in the sale. We went to pay, handed over the belt and also a 10% off voucher.

"Nice choice" he said. Looking at the voucher he apologised explaining that as the belt was already discounted we couldn't use the voucher but rather than leaving it there he continued "....but keep hold of it. We've got a fantastic new range coming in next week so come back in and use it then"

He then asked us where we had been and what we were doing next. We were off for a meal.
"Any idea where you are going? What sort of things do you like?"
A few minutes later we were on our way delighted with our shopping experience and with 4 different choices of restaurant - complete with directions.

Now we can put this down to some great customer service training. Finding a way to make a connection with the customer, dealing with disappointment, up-selling and going the extra mile. But I suspect it starts much earlier - at the recruitment stage.

When I think about other experiences I have had in Fat Face the people have always been great and this can't be down to chance. I suspect there is a fantastic recruitment process somewhere that ensures that they "Hire the Smile".

If you know please tell!