Auntie Kate The Resale Expert

A great question in Auntie Kate’s email box recently. T. H. asks:

Why do customers and consignors give me a hard time? They always argue with me (My things are more in style than what they have out here or They priced this too high, you need to mark it down) and that “they” really irks me. I’m “they” for heaven’s sake! Even my employees are always picking on me: they rearranged my work area last week when I was off! I won’t even tell you how service providers and salesmen treat me.

I’m the boss. How come they don’t treat me like I am?

Auntie Kate answers: A boss needs to look and act the part.

Perhaps your boss-persona needs some polishing. What type of impression do you make on people? When a stranger walks into the shop, can she tell you’re the boss by your charming inviting manner? Or are you often mistaken for the cleaning lady because you have your head down and barely mutter Hi?

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Do you dress professionally? It’s hard for a client to respect you and your wonderful store if you are wearing a mussed-up shirt and worn jeans. Dressing better than your clients is a must. That doesn’t mean formal wear, but it does mean pulled-together, spanking clean, groomed and accessorized. This holds true even if your shop is not womenswear. A boss is a boss, and needs to look and act the part.

Do you hold yourself straight and maintain a dignified yet friendly demeanor? Look confident and approachable. Watch your facial expression. You may be frowning because you just remembered that your quarterly taxes are due tomorrow, but a client only sees the frown. Build your reputation as a polished businesswoman. Polished doesn’t mean stuffy— you can be slightly wacky, as long as you respect the person in front of you. There are those clients you can kid with, and there are those who would prefer a bit more formality.

Go out of your way to greet your clientele and make them feel comfortable. Pretend you’re a hostess at a party (well, don’t pretend. . . you really are!) There’s nothing wrong with introducing yourself. Hi, I’m Terry, this is my shop; have you seen our new housewares section?

Sometimes being taken seriously is as simple as making eye contact. If you avoid looking at people, they subconsciously feel you are untrustworthy, meek, or indecisive. Whether the message you are delivering or receiving is positive or negative, look them in the eye and pay attention.

As to staffers, do you make definite, well-thought-out decisions, or are their attempts at rearranging your work area a way to contribute their opinions Hey, we’d be more effective if. . . Again, it’s confidence that will help here. Of course, if they are criticizing you in front of customers, that must come to an end. Ask that they reserve constructive remarks for a private time. And truly listen. Some of my best ideas have come from co-workers.

In short, be the Alpha Dog in a hostess gown.

As to the attitudes of salesmen, can’t help you there. Just pity their poor wives and make fun of their neckties when they leave.