Much of the irritation that we brush up upon in the daily life of our consignment or resale shop is caused by overlooking a simple courtesy:
being mindful.
Mindful can mean two things: first, being in the moment, being attentive to what is going on. It’s the attentive part that we can use to smooth out our days: taking heed of others and their situations, thoughts, pressures. Being careful with others.
To do less is disrespectful.
Now I’m not saying we, or our clients, are being rude on purpose. There’s a lot going on in each person’s mind and life, and being mindful of that can go a long way to making relationships with customers more enjoyable. Think about the last time someone irritated you: chances are, it was because they were being careless, inattentive, mindless to your situation.
Example: the supplier coming in with previously-loved possessions. We all know that the gently-used coat appears, in the owner’s mind, as perfect and fresh as it was the day she bought it. As a shopkeeper, we’re focusing on, essentially, what’s wrong with this coat? We’re looking for signs that accepting it into our shop would be a waste of time, energy and space. After all, that’s our job.
But looking at the same coat the owner thinks of the thrill when she first bought that coat, how much it cost and how her mother told her that color brought out her eyes.
We must be mindful of our client’s view of her possession.
The phrase you must have really enjoyed this comes to mind. It’s a mindful way to acknowledge how she sees the coat and leads gently into I’m afraid it’s a style that is no longer as popular as it once was or you certainly got your wear out of this coat. That’s being mindful, being in the moment that your customer is.
Another example: Be mindful of your fans’ time. Broadcast emails that are too long or that raise too many topics are unlikely to be read. They can actually appear impolite, demanding time the reader doesn’t have.
To assure that emails are welcome, focus on one powerful idea that will stick.
If you have more to say, link to your on-site newsletter, your blog or a web page where they can explore the issue in detail. IF they wish. Be mindful that reading email is a time-pressed activity. Don’t waste her time.
Auntie Kate The Resale Expert 
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I agree wholeheartedly! I took my mother’s hardly ever worn Sunday dresses (popular dept. store designer label) to local consignment store. First time I had tried to consign there, although I had shopped there often. The person checking clothes in was actually RUDE in her statement that “this year’s styles only” – and tossed them back at me. My mother had passed away only months before and I cried all the way home and swore I would never set foot in there again, and I haven’t.
Most people do NOT think at all before they speak. I KNOW that I will try my best to put that store out of business when I open mine early next year!
Heidi, Thanks for your comment. Consigning can be challenging, and of course you were under the additional strain of grieving for your mother.
So often, it is not the message (“this year’s styles only” ) but the delivery, wording and body language attached to the message (“tossed them back at me”) that must be carefully modulated. I’m sure a gentler “As lovely as these are, they are not what my clientele is shopping for” and respectful handling, tone, expression would have gone a long way in making for a more pleasant experience.
I know that you, having experienced this, will remember MINDFUL in your career!