Many of us take for granted the ease with which we can find a card at the local gift shop, have our hair coiffed at the corner salon, grab a bite at a familiar eatery or get copies made while having a friendly conversation with the proprietor.
But what if it were all gone? Poof! Just like that downtown Encinitas became a homogenous, cookie cutter kind of place that could easily be mistaken for any other town on Earth.
What? No, more informal gatherings at the gallery to sketch and talk and laugh? No more calls from the local printer letting us know our next best-seller is ready?
Not if the members of the Downtown Encinitas MainStreet Association can help it. In fact, many merchants are going out of their way to accommodate customers, thinking up new and innovative ways to keep the doors open and business bustling.
That’s good news for consumers. Sometimes, it’s not just the price of an item or service that is the bottom line for customers, but it’s the total value of the experience.
Dale Pecjak at American Quik Print put up a sign on his business that says “Use us or Lose Us,” that garnered some attention. At his old-fashioned print house, Pecjak says his “dinosaur” approach is popular with the neighbors. “I enjoy the interaction with the people,” he said.
While he plays down the uniqueness of his business, not many shops have regulars stopping by just to chat. “You get service, a laugh and a fair price,” he said. “We’re just a neighborhood Mom and Pop shop.” But, it’s precisely the familiar nature with his customers that adds value to the service experience.
At Coast Hwy Traders approximately 20 vendors offer a very large and varied selection of items. Beverly Goodman has been operating the conveniently located shop for 14 years.
“We offer a fabulous mix of merchandise of either local artists or direct importers,” Debra Taramasco said. “Our prices are incredible and we have a very friendly and helpful staff.”
The eclectic mix of goods is advantageous for both the consumer and the retailer. “Customers say ‘It’s like taking a trip around the world’ when you come in here,” according to Taramasco. “Our theme is ‘Shop outside the box.’
Other merchants extol the value of customer service using their own distinctive brand. Mike Stahl, the Office Manager at Detour Salon said the philosophy of the business keeps customers coming through the doors.
“We’re approachable, friendly, cutting-edge and laid back while being very professional,” he said. “We’re really about improving the self-esteem of our clients.” With a high client retention rate, customers receive personalized service in a bustling location.
Crown Ace Hardware, which re-opened in May 2009, is a throwback to the era of the neighborhood hardware store said Rick Jackson, one of the store managers.
“We provide superior customer service; we create a different shopping experience than your big-box store,” he said. “It’s like the old hardware store that a lot of us grew up with where people knew you by name and were interested in helping you complete your project.” The Lumberyard location puts Ace in close proximity to many of its customers. “We’ve had great community reception. We really appreciate our customers choosing us,” Jackson added.
Downtown merchants are in a class among themselves, adding character and diversity to the city while putting their customers first. Each customer experience is distinct and knowing that downtown businesses care about patrons as individuals is an added benefit that is hard to come by elsewhere.
So, go ahead, use them, don’t lose them!