We need to always be improving, always tweaking our customer service standards, our products, our prices, until every customer that walks through our front door leaves with a smile on their face.
San Diego, CA (PRWEB) May 13, 2011
Bath Gems, the San Diego bathroom vanity furniture store that opened in February of this year, has been showing considerable growth in its short time frame in spite of a rough economic climate. The small business, the offline incarnation of the reputable online store bathgems.com, has proven very successful so far, but owner Todd Harmon says there is still more room to grow.
Initially, the store struggled in its opening month while word about the furniture retailer slowly leaked out. “It wasn’t a big concern for us since we expected a slow start,” Harmon says, “but it was a big relief when we started to get some serious foot traffic in our showroom!”
To incite interest in the new store, Bath Gems launched a comprehensive local SEO campaign that ended up getting the store ample recognition. Aside from typical advertising avenues like local directories and review pages (as with Yelp or Insider Pages), Bath Gems also reached out to the local blogging community and San Diego-based designers. Several local bloggers were happy to help the new small business and offered reviews and back links to their products.
Bath Gem’s success may also be attributed to its exclusive and very niche-oriented nature.
Says Harmon: “San Diego is not a big specialty furniture store city; there are only a few bathroom furniture stores at all in a 50 mile radius, so it wasn’t too hard for us to get some buzz going.”
Opening an offline store to supplement an already-profitable online model was a risky proposition, but Harmon is convinced it was the right one to make.
“I love online; Bath Gems was born online and online is always a top priority for us. But while online stores are really great for making sales and getting lots of people to hear about your products, nothing beats the close and personal nature of a real brick-and-mortar showroom. You can’t interact with online customers the way you can with offline customers, and I think our overall quality and speed of service is just so much better when we are dealing with local customers. It’s all about meeting needs and building a great customer service reputation.”
Closing the month of April, Bath Gems is coming out on top. Its sales numbers have shattered Harmon’s expectations and have opened up new growth avenues.
“The tricky part now is figuring out where to go next,” says Kevin Fleming, the showroom sales manager. “We’ve done an awesome job this last month, and people are really starting to find us. We’ve made a lot of customers happy and they’ve been telling their friends about us. But as a small business, you have to keep moving, and keep growing. We can’t get complacent with these sales and this customer base; we need to always be improving, always tweaking our customer service standards, our products, our prices, until every customer that walks through our front door leaves with a smile on their face. The real trick is giving our customers great service and great deals, and having them know that they just got great service and a great deal.”
“Sometimes, that’s not as easy as you’d think!”
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