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So last week, Pat and I asked you to share your indie craft store horror stories. And we were both blown away by all your responses. (All I can say is, local yarn stores, take heed!)
Anyway, to re-balance the universe, we have a new question for your this week:
What is the best experience or promotion you’ve seen at an independent local craft store?
I’ll start things off again:
image courtesy of the IFFF website.
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Here in Portland, Gossamer does lots of great promotions. One of my favorites so far was when the shop owner, Rose Sabel-Dodge, organized an effort for locals to participate in the IFFF Crocheted Coral Reef project.
Rose took donations of yarn and hooks, which she gave to anyone interested in participating. She held free weekly classes in hyperbolic crochet in the store, and all were welcome to bring in crocheted pieces they’d made at home.
Then, she compiled all these pieces into a magnificent window display, which was later moved to the local science museum.
What a great way to introduce people to crochet, bring them into the shop, and support a great cause at the same time!
…Okay, your turn!
The Fancy Tiger in Denver had a birthday party this year (and last year too, but I didn't go) with wine, beer, treats and giveaways!
It's my favorite shop ever- they have a free open craft night on Tuesdays that you can pop into whenever you feel like it, classes and a wonderful staff, not to mention a selection of really cute fabrics and beautiful yarn! I love it there!
Two years ago, there was a stitchery store just outside of town. The owner closed it last year as it was taking too much time from her family. The first time I walked through the door, I bought two skeins of standard DMC 310 black floss and nothing else- she still spent twenty minutes chatting merrily with me about aida, linen, hand dyed everything, her work as a designer, and our kids. The second time I went in, she remembered who I was and what I'd been working on. She started “stitch night” shortly thereafter – a bunch of stitchers would show up after she closed the store, and we'd sit and chat and eat and work on our latest projects. Her daughter, I think she was 11 at the time, taught me punch-needle. She bent over backwards to find a punchneedle tool that I could use- the ones she preferred and kept in stock gave my hand cramps. I bought stuff from her that I've still not used, and bought it knowing it'd be forever before I used it. I dabble in too many things to go through cross-stitch supplies rapidly. I never showed up that I did not feel welcomed. She still designs, so in the interests of sending her what business I can, http://www.m–designs.com/home.html
I absolutely love that I can email Cool Cottons (Portland fabric shop) and find out if a fabric i'm looking for is in stock. They are always so prompt to answer emails and always offer to set aside the cut of fabric I need. Both owners are so friendly and always remember me (and my name!) when I visit. Another local shop (The Pine Needle) has one employee that ALWAYS remembers me and she always makes it a point to say “hi” and visit. I saw her at the Quilt Expo this year working the register, but she was busy with a customer so we were moving on, but she made it a point to finish the sale and come out of the booth to say hi to my son and I. I am always appreciative of employee's who make it their business to know the customers and make them always feel welcome in their shops.
Now, there's an example of great engagement! And it had an effect,
because here you are, still wishing to support her even though the
store has closed. Excellent example – thanks, Kristen!
Yay! I love Pam and Marie at Cool Cottons, too. They're always so
friendly and helpful.
I'm sad to see there aren't as many good stories as horror stories! The best craft store experience I ever had was at Bead Paradise II in Oberlin, OH. I went there without a clear idea of what I wanted, as I was just starting to move my bead shopping out of chain craft stores. The staff there patiently explained all the different things I was looking at and what they would work best with. Every time I go near there (and I live in PA) I plan my trip to go through and shop.
Also, my LBS, Crystal Bead Bazaar is a wonderful place, too, and is one of the few bead stores that tries to cater to weavers and stringers.
In the summer of 2008, I found myself marooned and lonely in Perrysburg, OH. My first weekend in town, I made a visit to the LYS there, Yarn Cravin'. WHOA. I wasn't lonely for long! Fabulous selection, employees, and services aside, the real selling point was how welcome I felt upon entering. Never before or since have I found that in any craft store. The family/friends atmosphere that the owners and regulars cultivate there is just incredible. Even though I only spent three months in Perrysburg, I still consider YC a “home” of sorts! :o)
I am familiar with Crystal Bead Bazaar and agree with your assessment! Owner Joanne Yalch is one hardworking lady! She has a lovely sense of humor, a kind disposition, and works diligently to ensure that every customer is a happy customer!
I think it's because people expect good service, and are more likely to remember the times they DIDN'T get it than the times they did. I can name off places that are always nice to me, but damned if I can think up a specific story about it :-/
I don't have a specific story, but I will tell you what I like about my local quilt shop — Flying Geese Fabrics in Albany, NY. The staff are friendly and helpful. They carry a gorgeous variety of both traditional and modern fabrics and update their stock frequently. Oh, and they stock the whole collection, which is especially important for a quilter so you can easily find coordinating fabrics. Everything is clean and neat as a pin, and the lighting is good throughout the store. They are careful in cutting the fabric so you get what you paid for (at Joann's, I have to ask for an extra 1/8 yard or so because it's always completely wonky). They make beautiful fat quarter sets from different collections — which is a great way to inspire me to spend a lot of money! I wouldn't dream of bringing 8 bolts of fabric I don't really need to the counter to ask for a cut of each, but seeing them all so neatly packaged is irresistable.
Webs is my one of my local yarn stores. It's huge but I've always had a good experience there no matter how busy they are. I've taken some great classes their too.
The second thing that came to mind was a little YS in Tennessee called Bliss Yarns. I stopped in while traveling. The woman working there was so friendly and very helpful- didn't care that I was only visiting and might never walk through the door again. She invited me to stop by for their open knit night, told me to come back if I had enough time in my visit because they'd be having a sale and was well… everything I want the small store around the corner from me to be and it's not. I will remember that store and certainly go back if I'm ever in Nashville again!
I haven't had a bad experience in any of our local yarn/fabric/craft stores (including Hancock Fabrics and Joann Fabrics)! However, I guess my favorite store is currently Village Needlework. Rose Mary and Rebecca (who has the R Rabbit yarn shop in the store also) have a big table in the store, for classes and for people to just come in a stitch, knit, crochet, chat and the coffee pot is always on. They always greets you and asks if I'm looking for anything in particular, and when I just want to look arournd, she lets you without hovering, esp. after I had been there a few times. They promote and participate in the area needlework/knitting events like Knit Out and EGA shows, and also support community service projects, such as the food bank and knitting clothing for new babies at the hospital.
I don't think I've ever had a bad experience in a quilting-oriented fabric store, and this summer I had a particularly nice one at Pumpkin Patch Quilts in Lee MA. I stopped in with my small, curious, talkative and energetic daughter and we browsed around and picked up some fat quarters, not lingering too long so as not to try anyone's patience, and as we were about to leave, one of the women working asked me if it was ok to give my girl some scraps of fabric printed with paper-doll designs, left over from a sample project. Of course my daughter was delighted, and the simple kindness made a big impression on me—we don't get up that way too often, but when we do, I'll be wanting to stop in again! (http://www.pumpkinpatchquilts.com/)
I hope this counts! I can't wait to make a trip to Salt Spring Island, BC to participate in weaving the community banner being woven on Terri's Saori loom in the window of Wildflower Moon – http://www.saltspringweaving.com/blog/?p=472
And I hope one day to take one of Terri's classes in Saori weaving (http://www.saltspringweaving.com/workshops.htm
I haven't yet had the opportunity to visit in person, but it is apparent that both of these women find great joy in what they do and share it with others generously and with love.
Isn't this kind of connection what we are all looking for when we choose to shop at an independent craft businesses?
I visited Deer Pants in Brighton Colorado last year with my mother. The owner showed up how to use her knitting machines, and was very friendly and helpful. We were mainly looking for a good goal for an afternoon walk but will put that store on our list of places to shop.
I am so glad I found this article!! I read the horror stories as an education (and was glad I didn't see my store there). The awesome stories are filled with great customer service tips (that I hope those wonderful retailers don't mind sharing!)
I bought a small fabric/quilt/craft store on Sanibel Island last month in order to preserve the independent retailer that I enjoyed visiting so much. I shopped there for over ten years and was dismayed when the owner wanted to sell and retire. So I made the ultimate craft store purchase – I bought the whole thing and now run my own shop. It is a challenge to stock a store and compete against the big box retailers. We can't have everything on our shelves. And we can't always have as low prices because we don't buy in bulk. We CAN offer the special touches that everyone read in the awesome stories and learn from others' mistakes (I had to fire a 17 year employee for rushing customers at closing, and many of the negative behaviors mentioned.)
I love my customers! If an independent retailer can't say this than they are in the wrong business.
Thank you so much for chiming in here, Johanna! I'm thrilled to have
an indie retailer chime into this discussion. All the best with your
new venture!
Thank you so much for chiming in here, Johanna! I'm thrilled to have
an indie retailer chime into this discussion. All the best with your
new venture!