What Brings You In Today?

When we entered a Shinola store yesterday the person greeted us with, “what brings you in today?” Of course we said, “just browsing.”

But it’s an interesting question. Why did we enter that store and not the next one? Were we hoping to see something well-designed? Find a watch or leather bag on sale? Was it to experience the overall brand experience?

A customer brings to every interaction unspoken expectations and emotions. 

I wonder what would have happened if he said, “What brings you in today? We have amazing bags on sale in the back if you want to be surprised. Our new watch collection is over to my left if you’re looking for a gift. Sumatra coffee and chocolate chip cookies are on our lower level if you need a snack.”

We strolled around the store and walked out. But I would guess if he had explained a few of the options, we would at least have bought a cookie and then maybe… wandered back to the sale corner.