We looked around outside at its big beautiful windows and lights, then headed upstairs to the toy floor. It was magical; smartly decorated, lots of toys and people everywhere. I was especially intrigued as were others by the 39,995 GBP toy Range Rover. I guess one would have the kid drive that on the estate, but I digress.
We approached the cashier to pay for our purchase and she greeted us well scanned the items, then politely asked:
“Would you like a bottle of water with that?”
“No,” we replied, but I was awed by the fact that Harrods was selling a bottle of water in the Toy Department.
She also asked us if we had a Rewards card, to which my friend responded no and asked what was that. The cashier proceeded to explain it to us, but we declined anyways.
After the transaction was complete I asked, why they sold water, to which she replied, “well as you walk the store you become thirsty (since the store is so big), so we offer you some water for 1 GBP to keep you going.” Ingenious, I thought. So I asked her do they sell; she said a resounding Yes! We do really well with the water.
As I go through my entrepreneurial days I’ve learned two resounding lessons from Harrods here:
- Ensure you have a loyalty card that bring customers back to your store time and time again
- Make sure you have an upsell.