Success can be this simple

Service and quality in shops give customers a reason to return. I talk about my experiences at La Glace and Slagter Bro in 2015, and about maintaining quality and delivering it with a smile.

The video is from March 2015. The prices and my experiences in the shops describe that period.

Why are customers queuing?

I’ve just come out of La Glace, probably Copenhagen’s best-known patisserie. A layer cake can cost around a thousand kroner at the time, and it tastes heavenly.

Everything costs a fortune, but it’s handmade, with real attention to detail. The premises have an old, traditional feel. And they’re full of people who want to buy.

I see something similar at Slagter Bro in Gentofte, where I go regularly. Here it’s steaks, salads and other products rather than layer cakes, but there are plenty of customers too.

When you also hear about shops closing and retailers struggling to make ends meet, it’s worth asking: What are these shops doing differently?

They maintain their quality

My explanation is that the products are bloody good and they don’t compromise on quality. Things are under control, and you’re greeted with a smile.

They stick to their traditions and don’t cut corners. You know what you’re getting, and you want to come back.

If a customer won’t pay the price, they can choose somewhere else. But there are also people who are happy to pay more for something they think is really good.

Raise the level of service and quality in your shop

What I find hard to sell is unremarkable products with unremarkable service. That doesn’t give customers much reason to choose your shop.

If you’re sitting in a shop thinking how hard it all is, consider how you could improve both the service and the quality.

And keep at it. It has to be something customers notice every time, rather than only when you happen to feel like making an effort.

To me, these shops show how much it matters to be good at what you sell and deliver it with a smile. That’s a winning approach I think is worth learning from. You can find my own experiences as an entrepreneur in Iværksætter til jeg dør.

Best wishes, Martin