E-Mail   |   Print   |   Comments   |   Request Reprints   |   E-Mail Newsletters   |   RSS

There is more to the world’s best shops than Prada, Pucci and La Perla.

In addition to exclusive products with sky-high price tags, these days retailers such as Henri Bendel in New York City and London’s Harvey Nichols are adding services such as personal shoppers and door-to-door delivery into the mix. And when customers need help, instead of having to flag down a sales associate, they are increasingly finding attentive staffers eager to please.

“Luxury retailers are realizing that it’s all about the Ritz Carlton mentality,” says Milton Pedraza, chief executive of the Luxury Institute, a market research firm based in New York. “Years ago, retailers were all about being aloof to keep the mystery factor up on their brands. Now if you don’t focus on your customers you risk losing loyalty.”

In Pictures: Top Shops 2006

This new-found focus on customer service has shoppers keeping the doormen of the world’s most exclusive stores very busy. Indeed, from small menswear retailers to large department stores carrying everything from dresses to dishware, Forbes has compiled a list--with the help of luxury retail experts--of the top stores who treat all shoppers like VIPs.

New York City’s Henri Bendel boasts four floors of designer clothing such as Missoni, L.A.M.B. and Valentino. But what makes the store truly unique is Michael J. Palladino, director of client and studio services. Palladino, who has been at Henri Bendel for 18 years, helps customers find everything from a new outfit to an anniversary gift for the folks.

“I watch for visual clues, hair, make-up and accessories and clothing choices, either casual, classic or edgy, which are a good indicator of personal style,” he says.

Palladino’s services are free, and a first visit sometimes requires advance booking. But don’t let that deter you; once an initial consultation is out of the way, he is at your service. “I often help people as they are driving, in the office and even out on the west coast or abroad,” he says. “I am a touch, tap or shout away from everyone.”

Similar service can be had at Colette, in Paris' fasionable first arrondissement. Like Henri Bendel, it lines its walls with cutting-edge looks from designers both emerging and more established. The staff is friendly and eager to educate any customer about the store's wares regardless if they are an A-list celebrity or an everyday shopper.

Personal attention is crucial when you are trying to find a perfect pair of shoes or get a custom-made suit. Though Christian Louboutin, with locations in major cities such as London and New York, boasts a wide collection of women’s shoes, if you can’t find what you are looking for, staffers will scour the company's five locations around the world to pinpoint and send you exactly what you need. The sales staff at men’s shoe purveyor Ferragamo, also with stores across the globe, gets top marks.

“Massimo Ferragamo instituted a mandatory customer service training for all employees of his stores,” notes Pedrasa. “This standard has been adopted by virtually everyone in the luxury retail industry.”

For bespoke suits, Kiton in New York City lets you choose from 2,000 bolts of beautiful fabrics including cashmere, and wool. Can’t find what you are looking for? The sales team will special order any fabric if it doesn’t exist in their library. Those looking for an engagement ring might want to head to Cartier. That’s because its sales associates will spend hours explaining the cut and clarity of diamonds or the virtues of good stationary.

At lingerie boutique Agent Provocateur in London, sales associates take customer’s measurements to ensure a near-perfect fit and remain on hand to answer questions about color and sizing.

“Service is paramount to success, and we pride ourselves on having a wonderful body of staff worldwide that are knowledgeable, helpful, friendly and discreet,” says co-owner and designer Serena Rees. “With the right guidance and assistance, loyal customers are made.”

Culinary mecca Dean and Deluca, in both New York and Napa Valley, has its share of devoted clients. That’s because its personal shoppers will hand arrange fresh cut flowers and deliver them to your door or put together a catered dinner all at a moment's notice. Need to entertain a client who just popped in to town? If you call the store by noon, the team will have a meal delivered by 6 p.m.--at no extra cost provided you are within a certain geographical range.

Wine emporium Wally’s in Los Angeles operates similarly. “Our motto is ‘yes,’ ” says partner Christian Navarro, who notes that customers are not charged for personal shopping services. “If someone wants a case of wine they had when they first got married for an anniversary party they are throwing in the Caribbean on a boat in 12 hours, we find a way to get it to them. We make it our job to take care of our customers.”

Indeed, it is the store that takes care of all clients that ensures they will return.

“The old guard is changing when it comes to luxury stores,” says Pedrasa. “Loyalty is valuable, and managers are realizing if you don’t have a high standard when it comes to taking care of prospective buyers you are going to lose money.”

In Pictures: Top Shops 2006

Article Controls

E-Mail   |   Print   |   Comments   |   Request Reprints   |   E-Mail Newsletters

del.icio.us   |   Digg It!   |   My Yahoo!   |   RSS