I Could See How Their Attitude Could Be Helpful, Even Essential, in Keeping Their Business Alive and Thriving
On Saturday, February 11th, I was able to spend a couple hours observing the business operations of Licia’s Imports along with two other members of my small group: Sean Festle and Courtney Shenefiel. We spent our time behind the counter with Sergio and Licia, the owners of the business, and their daughter. We had previously reached out to the business owners and determined that Saturday would be an ideal day to observe their business because it is typically their busiest day.
Right away I noticed the emphasis on customer service and personal relationships with the customers. I initially entered the store to see two large groups of people at the counter talking with Sergio and Licia. Both of them were very engaged with their customers, making every effort to give the business a personal feel. They were kind and patient and seemed to be familiar with the people who had come in. After they had sent the customers on their way, they welcomed me behind the counter and extended the same kindness to me, asking about how I had been since last seeing them. I could see how their attitude could be helpful, even essential, in keeping their business alive and thriving.
We had a short break from customers coming in after that, during which my groupmates arrived and we began to talk everything from business to personal lives with the owners. It was nice to continue building our personal relationships, but also to get a feel for how our business relationships would work as well. I spent a fair amount of time de-briefing Sergio on what exactly we as students through the Neighborhood Prosperity Initiative could offer the business through our funding and resources. Of those options, we figured out together what would be the best use of our resources for the business. We also told the owners about the research we will be conducting over the following weeks of their competitors and general industry.
Later on, a few women came in asking for Licia’s imports help in repairing some of their jewelry, so I had the chance to see how that process worked. After that, a few mothers came in with their daughters and searched through the array of crowns for purchase. It was good to get an idea of what people come in the store for.
I left very pleased with the dynamic between my group and the business and a wider knowledge of the store’s customer base and services. I look forward to the coming weeks working with Licia’s Imports.