[Musings of a Game Store Owner] The Experience

As you walk in the store, the 14" glass counter is on your immediate right.  It looks something like (but not exactly like) this:

The owner is behind the counter, chatting with customers who are clustered around the cases, checking out the various wares. He looks up, greets you with a smile, says hello and asks if he can help you find anything. He allows you time to answer, and lets you browse when you say you're just looking for now.

The store is well lit, and clean, with tables organized in neat groups for games, with a few people checking out the new D&D Dungeon Command game.

On the left is a solid wall of games, board games on the left and miniatures on the right. The board games are organized alphabetically, with quite a few facing out to catch your interest. The miniatures section starts with tools and accessories, with models divided by company and game system as the section wraps to the right and ceases at the end of the wall. A section of used games and roleplaying games is on the wall across from the miniatures, with a new arrival section front and center in the store.

Walking around the tables, you are able to see all the merchandise in one area, in full view of the counter, as well as a fridge and snax area for your convenience.

After you's selected your goodies, you make your way to the counter. The owner talks with you a bit, and tries to find out your name, what games you like, and shares a card with information about the store with you. You're invited to join in on any of the many activities held at the store, and are treated with courtesy and friendly professionalism.

This is "the experience" we try to create for each customer at our store. We try to greet the customer with a smile as soon as they walk in. We offer to help them find what they are looking for, and share our enthusiasm for games with them. We learn who they are, what they like, and invite them back for more fun with us. That's the standard we strive for- an opportunity to deepen a relationship and a chance to share in our hobby together. It's part of our essential understanding of the model we strive for- how do we want to be treated? We give that to every person in our store, to the best of our ability.

What's the experience like in your store? What things can be improved on there? How can we as FLGS owners, be better?