A Tale of Great Customer Service

The Body Shop, East Gardens.  I don't hand out bouquets easily.  However I was very impressed by this store on Christmas Eve.  We had headed out to the shops at about 11am for those last minute gifts, hoping, optimistically, to get in and out before the major rush.  

This store, in contrast to many other retailers, was properly staffed - there were five staff members including the manager who discreetly hovered in the background.  Staff were well presented - with the possible exception of the tinsel (which I have previously mentioned is perhaps not in keeping with The Body Shop values).  They were enthusiastic and friendly, and despite one or two minor glitches were keen to help.  Also impressive, was the 'build your own gift' (at no extra cost) section at the back of the store, which really removed any reason not to purchase.    

As an aside I noticed the pre-made gift sets, which came in different sizes, varieties, and pricepoints, were selling best, but those over $100 were not moving at all.  The beauty of their approach is those can be 'dissembled' after Christmas and the stock redeployed.

We were in and out there relatively quickly, with beautifully wrapped gifts - and having bought an additional 'impulse' gift after we were prompted.

Kudos to The Body Shop - they stood out.

In Great Shape

The Body Shop, East Gardens.  This store looks impressive, and despite the tight space, and relative small 'decompression zone' is well presented and inviting.  The table display mirrors the window, and the gift packages on the wall fitting look very appealing.  It makes you think you can find something there without major effort - great for the time-challenged shopper. 

White Hot Execution

The Body Shop QVB. This is a great example of a retailer thinking through their marketing. The campaign idea of 'White Hot Summer' in the window is reflected as soon as you walk into the store and spot the promo table. This makes the window work that much harder and helps to quickly convert busy browsers in this high-traffic location. And, as with all campaigns from this retailer, the presentation standards are high.

STOP SEX TRAFFICKING

Strong social message from The Body Shop takes them back to their origins. Interesting to see it translate into product as well.

The Body Shop looking good

The Body Shop, George St - good looking store, good use of windows and lighting - laid out in shopper-friendly way.

HOT LIPS

The Body Shop, QVB - striking window display.

CELEBRATING COMMUNITY TRADE

The Body Shop, QVB.  Positioning for the growing interest in fair trade.  Perhaps not communicated as clearly as it could be for a cluttered mall environment,  a complex issue.  This would perhaps have been better served with a clear retail offer, to draw attention to this issue in today's trading environment.

GO WILD

The Body Shop, QVB. A strong, vibrant window display. Better than some recent insipid displays from this brand.

LIFELESS BODY SHOP ?

Body Shop, Burwood - Saturday afternoon, very busy in the mall, but very low conversion of passing foot traffic.  The store is well located and very tidily presented.  Has the brand lost relevance in today's recessionary market ?  Certainly there is more competition for the 'conscience' dollar (eg. Oxfam).  Note the values or causes listed on the inside of the door.  The stores DOES look very corporate - perhaps too corporate for a business that is a 'challenger' brand  ?

Video: approx 2 mins long