Making moves

Portrait by Amber Smith

We often talk about the educational needs of new and younger gardeners, but there’s another set of customers in need of knowledge — transplants. Customers new to your area need much more information about climate, soil types and native plants than they can find at a big-box store.

That’s, of course, where independent garden centers shine. No one knows the unique needs of gardens in your area like you do. So not only will customers have a greater chance at success when they learn (and buy) from you, they’ll come to trust your expertise. You can read all about a few garden centers’ approaches to handling the influx of new residents that hit their cities in this month’s cover story on page 18.

Those conversations are not only a great way to build customer loyalty, they’re an opportunity to find out more about your customers’ needs. A simple question can open up an opportunity to make more suggestions, explain the benefits of native plants, suggest new and exciting varieties, and offer the unexpected.

It’s all about going above and beyond to provide a great retail experience. Those who work in customer service often reference this quote Maya Angelou: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” If customers feel welcome, appreciated and heard, they’re more likely to create a bond with your brand.

You can read more about a mindful approach to customer service, as well as strategies to turn first-time buyers into lifelong customers on page 32. Plus, you can find all kinds of inspiration for creating distinctive, fun and engaging retail displays onpage 16.