What store services do you offer that your customers value most?

For 42 years we've offered free gift-wrapping, but people still often seem surprised and delighted that we do. We offer a layaway program, though we've had to tighten up on that over the years. We offer customers communication and information about the lines that they love through direct mail and phone: If they are collectors, they know when something is coming out and when something is being retired. We also offer shopping hours that are like a mall's hours, seven days a week. However, the biggest service we offer is making the golden rule of retailing the mantra of our store: Respect everyone and treat them the way we would like to be treated, so that their shopping experience is warm, friendly, and interesting.

Our staff's knowledge of the products they're selling is the service our customers value most. For example, each staff member handles a specific area, so one might know everything about about Christopher Radko, or Byers Choice, or Department 56. Customers like the fact that they can talk to somebody in depth about certain lines, unlike a mass merchant where they're not going to get that kind of attention. We also offer to giftwrap anything that customers buy for a special occasion. We'll ship it for them, either as a gift or back home from a vacation. If we don't have an item, we'll contact the company and special order it, or even arrange to have it drop-shipped to them.

The little gift — or lagniappe — that we give with every purchase is our most valued service. People absolutely love it. It's always fun when someone comes in for the first time and they haven't experienced it. They often call or come back to tell us they got something in their package by mistake. Our free giftwrapping is another service they like. We also do a lot to find something a customer wants that may be unique. If it's the wrong color or size or they want something different for their living room, we'll work with local artists to do custom work. We also do framing, jewelry repair, and deliveries. We will also visit a customer's home to help them figure out how to display or decorate.

We offer two services that customers love. The first is free giftwrapping with nice packaging. I know every penny counts these days, but the amount of repeat business we get because of free gift wrapping means it pays for itself every day. It gets harried around the holidays, but we still wrap every item purchased. The other popular service we offer is in-home decorating. We will bring merchandise to a customer's house and help them decorate with Cottura product. It is a great service, and it almost guarantees a sale that will be bigger than if customers were shopping for themselves in one of our stores.