In the late 1800’s, American entrepreneur Marshal Field acquired a dry goods establishment in the heart of Chicago. At that time in history, business culture centered around the idea of “caveat emptor,” Latin for “buyer beware.” The phrase is essentially a warning that the merchant is not required to disclose information about his product that would decrease the product’s value, and that the buyer is making a purchase at his own risk. Such was the common business landscape of the time. Customers were not familiar with the idea of unconditional refunds or consistent pricing, and merchants at that time had no qualms about pushing merchandise on customers who really had no need or desire to buy.
Field sought to change the face of the retail industry, by integrating altogether new methods of customer service into his stores. His business model was as follows:
“To do the right thing, at the right time, in the right way; to do some things better than they were ever done before; to eliminate errors; to know both sides of the question; to be courteous; to be an example; to work for the love of work; to anticipate requirements; to develop resources; to recognize no impediments; to master circumstances; to act from reason rather than rule; to be satisfied with nothing short of perfection.”
Field was wildly successful at achieving this goal. Rapid economic growth of the time was producing highly concentrated pockets of wealth. Rather than exploit those customers, Field believed that by creating a helping culture, by treating them with dignity and respect, and by acting in such a manner himself, the enjoyment of the luxurious shopping experience of the Guilded Age would increase exponentially. At the time of his passing in 1906, his net worth exceeded 1.5 million dollars, equivalent to sixty-six billion dollars today.
Was his business model a successful one? Um… yes. We think you would agree.
Snapscapes seeks to promote this helping culture of customer service by using image based customer support with our one-of-a-kind app that allows you to obtain a visual representation of any project a customer has in mind. Like Field’s customers, yours will no longer be buying things that don’t work for their space, or things they don’t need.
The net result? A more pleasant shopping experience for them, and a customer who will return to you. Additionally, business owners can use our app to create a record of each customer’s project and track their progress through all its various stages from beginning to completion.
More questions about how Snapscapes can create a helping culture in your business? Contact us for answers!
Steve Ruprecht is the founder of SnapScapes, web developer, and a retail managment enthusist. When he’s not blogging about retail or writing code he enjoys reading, family time, and watchinig plants grow.
