Substantive merchant cooperation is difficult to achieve on Winslow Way. While the following are practices that typically set individual merchants apart from others, we think that, to sustain the kind of neighborhood commerce we've enjoyed for many years, Island merchants must think of their downtown as a single shopping destination, and in so doing, make it our population's favorite. Here are some practices we'd like to see Bainbridge merchants adopt in common:
Uniform Retail Open Hours
Shoppers must be able to rely on businesses being open when they’re ready to shop. If they have to remember every store’s open hours or go out of their way to find out if a particular store is open, they simply won’t bother and will go where they have confidence that their destination is open for business. Ferry commuters routinely shop in Seattle because so many Winslow Way stores are closed when they arrive on the Island after work.
Low Price Guarantee
Under a low price guarantee, the merchants do their best to assure their prices are competitive or lower than the competition's in brick and mortar stores, online sites and catalogs. But because it’s impossible to keep up with all the prices being offered out there, a 30-day guarantee gives our customers confidence. Here's ours:
“If, within 30 days of your purchase, you find the identical product offered by a nearby authorized dealer under the same terms and conditions and at a similar level of service and warranty at a lower price, we’ll confirm the offered price, terms and conditions and happily refund the difference.”
Customer Service Training
Every place of business should actively greet and welcome guests and make them at ease shopping and asking questions. Product knowledge and demonstrated helpful attitudes go a very long way.
Merchandise Return Practice
Returns should be accepted on full-price purchases within a period of time reasonable to both the customer and the merchant. The merchant is free to sell at final sale/no return terms on special orders (goods not from store inventory), when liquidating merchandise at deep discounts or making other special offers at unusually low prices.
Satisfaction Guarantee
Merchants need to care enough to take care of problems, if/when they arise, to the customer’s satisfaction. This may mean bending the normal rules.
Home delivery service
Delivery of purchases large or small will make it possible for customers to buy when they have no capacity to get the goods home or when they simply can’t carry them due to time constraints or other burdens. Those merchants who have no delivery vehicle can contract with those who do. This must be available without fear of customer “kidnapping.”
PLEASE TELL US WHAT YOU THINK!
