A shopkeeper with four years under her belt was upset that people STILL said to her,
How long you been here, and how come I never heard of you?
She felt that they were being belligerent, but I’m guessing they were just kicking themselves because they’d just overspent at those nasty “new” stores… or at least, that’s how I’d choose to approach a potential (remember, she just discovered your business!) customer.
Here’s what I’d tell that shopkeeper:
First, Use your celebration basket to turn their frowns into smiles (forgive me for sounding a bit Pollyanna-ish, but this situation is SUCH A GRAND OPPORTUNITY for you to create a fresh and enthusiastic brand ambassador for your shop!)
Next, while they’re choosing their little gift, ask if you can snap and post their pic on your social media. If yes, mention they could help you get the word out by sharing their photo with their friends.
Then, ask if they’d like you to email them a copy of their photo. That way, you get them on your mailing list. (Side note: along with an email attachment of the best photo you took, be profuse in your thanks, and what the heck, send them a couple of store bucks too.)
And finally, once you have her email, ask if she’d like to “get info on upcoming events, coupons, special deals for our customers” so you and she are comfortable with the add.
What do you think? Would this take the energy a stranger had pent up in her ornery approach to you and turn it into a Force for Good, making this new friend a real brand ambassador for your shop?
Auntie Kate The Resale Expert 
I love introducing my 8 + 4 + 2 year old stores to new peeps…after all they may have just moved into the area themselves…and when asked how business is i always say fantastic now that you are here!!! When purchases are made I thank them for putting our small businesses on their shopping radar!!! my store slogan is “more ooolahlah for your moolahlah” and we call our consignors “Panache Princesses” when we assign them their Account #
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Joan, I follow all your exploits! Love how stylish your communications always are.
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What amazing ideas! It happens to me all of the time (and I have been here 10 years) and I always respond “Really? Wow! It’s your lucky day! So glad you found us, let me tell you how we work…… you’re going to love this store, I promise. Let me know if you need anything and (looks away) – Warning (with a coy smile) I am sure you will be come addicted. It happens to everybody. Let me know if you need anything – OR replace last phrase with “tell me about what your looking for? “ as they walk around I “happen” to run in to them with a “How to Consign” card. My business card and a take home tape measure (All at different times). When I think they are loving the store (which I think everyone does) I say “hey! I don’t want you to miss us again. You should definitely sign up on our email list or find us on Facebook. People stalk us online because they don’t want to miss what’s coming in the door tomorrow”. It may sound like it but I this is a totally casual contact. NO pressure. Nothing over whelming and NO hard sells. What do you think Kate? Any thought? Constructive criticism ALWAYS appreciated:-) Love your blog and posts- you have me addicted:)
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The only thing I can say, Kellie, is… WOW… and oh yes, share your source for branded tape measures! 🙂 Home Goods used to have them and I thought they were BRILLIANT.
Oh, and one more thing: there’s a seat left in the Julie Express traveling from San Antonio to Austin on Thursday before NARTS Conference starts… you need to come with us! (Details in our private group…)
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After just celebrating our 18th year at this location, we still hear that statement a couple of times per month—and it’s exciting to have new people discover us–we need that to stay in business, after all, good customers move away, pass on, etc & we need to keep growing. We tell them that we are so happy that they have finally found us!
The statement that really rubs me the wrong way is “how’s business?” Why would someone ask that—first of all, it’s none of their business, second, what would they do about it?
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And of course, Sharon, your answer’s always “Terrific! People really love us!”
The reason they ask that is because they want to connect, and they don’t know you well enough to ask how your kids or your pet is. They’re reaching out, and they want to be sociable.
At least they don’t ask how the diet’s going, huh? LOL
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