February 17, 2015

An Open Love Letter to Talbots

It might seem like a crazy thing to write a love letter to a retail clothing store, but maybe I'm just feeling crazy enough to do it.

It all started with my quest for the perfect pair of pants. It was winter in Tennessee, but a sort of on-again, off-again winter with warmer than usual days and temperatures that felt like spring. And I needed some middle of the road professional looking pants I could wear to work for meetings as well as just around town. Not jeans and certainly not anything that might be construed as gym attire.

I had hit up all my usual shopping spots without any luck when I remembered my mom telling me how she had found a great pair of Talbots pants at our local Goodwill. I figured that since I didn't really have time to wait for the perfect pair of pants to appear at my favorite thrift shop, I'd head straight to the source.

This was my inaugural visit to a Talbots store. My first impression was how bright and clean it was, with neat rows of preppy clothing displayed around the walls. The next thing that struck me was how genuinely friendly the staff seemed to be, and how helpful they were.

As someone who mainly shops at thrift stores (and occasionally Target), I tend to forget (or never knew in the first place) what it's like to have salespeople actually pay attention to me and offer to help. Even though that first visit didn't yield the pants I was looking for (I'm so tall!), it made an impact on me.

The next time I stopped by, I took my parents along. My mom was looking for a dress to wear to my wedding and as someone who also mainly shops at thrift stores, she was impressed by how attentive the staff was and just how much they seemed to want to help. She mentioned to the saleslady that one of her favorite pairs of pants were from Talbots and the lady asked "which Talbots store do you usually shop at?" My mom and I looked at each other and smiled, knowing that the answer was none of them.

Anything we've ever had from Talbots (or any other "namebrand" stores) was thrifted. Growing up, we scoured the racks of our local Goodwill (aka GW Boutique) to find J.Crew, gap, and other seemingly fancy labels.

How else would an awkward 7th grader such as myself have gotten  a DKNY fashion week t-shirt? (this was before the internet after all). In all my life the only J.Crew clothes I've ever owned were second hand. My favorite pair of (thrifted) pajamas is from a store called J.Jill and I've never set foot in that establishment. Basically my experience has been that if I couldn't find it at a thrift store, I didn't buy it. And that has its definite benefits, including saving money plus the thrill of the hunt.

But thrift store shopping has its downsides too. If something you love doesn't fit just right, there's never the option of trying it another size. You just have to hope for the best. Finding something great at a thrift store in your size without a huge hole or stain is like having all the stars align.

And the experience of thrift store shopping isn't glamorous at all. If you're lucky, the thrift store has shopping carts. Otherwise, you have to browse while carrying your haul. There may or may not be a dressing room, which may or may not have a door that locks. And nobody waits patiently outside your door (on which they've written your name) to see if you need a different size.

Not so at Talbots. They whisk you into the lovely (well-lit) dressing room where you are checked on again and again to see if you need anything. Sometimes they even bring you clothing they think you might like just for the heck of it! That's how I ended up with a perfect chambray shirt (the last one in my size) which was also on sale (Praise the Lord!).

Then there was my most recent experience at Talbots....the one that cemented the store's place in my heart for all eternity. I needed a denim jacket for a western-themed event I was attending for work. But I didn't want it to look costumey. I figured if I was going to buy something, it might as well be nice enough to wear again and again. I was actually headed to the mall when I thought about Talbots.

Since my time was limited, I decided to call and see if they had anything before stopping by. A friendly salesperson named Katherine answered the phone and told me, "yes they had just gotten some denim jackets in stock and she would hold one in my size." When I arrived at the store, the doors were locked. Apparently they closed well before I called, but since they knew I was on the way, they waited for me. Not only that, but Katherine also gave me great advice about my purchase and offered me a special promotional price that was set to begin the next day.

Such a positive experience! I left there thinking about how I wanted to write a blog post about it, but got busy and moved on to something else. Then this week I received the loveliest handwritten note in the mail from Katherine saying she'd enjoyed helping me and she hoped my event went well. I was floored!

This is what great customer service is all about. It isn't kissing up to someone in the hopes they will buy something. It's about providing them with a service that adds value to their life. It's clear how much that matters at the Talbots in my neighborhood.

I'll probably always enjoy buying some things thrifted. And I might not be able to afford an entire wardrobe of clothing from Talbots. But when I want a certain kind of pleasant shopping experience, I know where I can find it.