I live in Idaho so when I feel like braving the mass of people and crowded parking lot in my area's only real mall, Express is always a place I visit.
And here’s why - they know how to help their customers.
When I went there around Christmas last year, I only wanted two pairs of jeans. That was my mission. I'm one of those guys who buys two pairs of jeans at a time, wears them until they completely wear out, then I go buy two more.
Right when I walked in I was immediately greeted by Eden. I remember her name because you just don’t meet too many people named Eden (at least not in Idaho). She asked me what I was looking for and after I told her, she walked me over to the massive wall of jeans, and this is when it happened…
...she proceeded to ask me about twenty questions.
She wanted to make sure she knew exactly what I wanted before making any recommendations:
- “Do you like skinny, straight, casual or boot cut?”
- “What colors do you like?”
- “Do you want them to be distressed, clean cut, or somewhere in the middle?”
- “How are you going to wear them? All the time, or just here and there?”
- “Do you like stretchy material or denim? Or both?”
- “What size are you?”
- “What’s your budget?”
- “How do you want to feel in your jeans (yep, she really asked that!)?”
Mind = blown.
Eden really cared about what I wanted and wouldn’t show me any jeans that didn’t match my needs. So after the questions, she made two suggestions. I tried them both on, loved them, and got out my wallet.
This is a nudge.
Eden nudged me when she told me what jeans to buy and why they’d be a good fit. She found out what I wanted (not what she thought I might want), and gave me exactly what I was looking for. And the only reason she could give me a proper nudge was because she took the time to learn about me.
In other words, she cared.