As goods become more standardized - and mass production has that effect, standardizing product - the distinguishing factor between one store and another is going to be how skillful stores are in satisfying customers and making it a pleasant experience instead of a hostile experience.

Stanley Marcus

Categorized in : How More Product Experience

Consumers are statistics. Customers are people.

Stanley Marcus

I'm lucky that I was in retailing during the time that I call the golden age of retailing.

Stanley Marcus

golden lucky age time

Running a fashion business takes the heart of a good gambler. You're always dealing with new things. And there's no guarantee that anything new is going to be successful.

Stanley Marcus

good you business heart

I suspect that most retailers are so busy buying goods, taking care of markdowns, and so on that they have too little time to give thought to creativity.

Stanley Marcus

creativity care busy time

I thought: 'It would be great to create a series of clothes that looked like that tree.' Clothes that gave you the green of the leaf and the warm brown of the underside of that leaf and the vanilla colored blossom.

Stanley Marcus

great you green tree

I love to sell, to visualize something for someone and make them see it.

Stanley Marcus

something someone see love

Owners of valuable works of art don't give to institutions that don't provide good air conditioning and have good shows.

Stanley Marcus

give good air art

I took to heart the instructions my father drilled into my head. Respect the customer. Pay attention to her. Take her package to her car. You broke your neck to get what she wanted because you never knew when the next customer would come along.

Stanley Marcus

respect car heart father

Other than things like toothpaste, I don't buy anything that isn't sold to me.

Stanley Marcus

anything things like me

I went into a Beverly Hills shop to buy an attache case. They had 250 cases on their shelves. I asked an attractive saleswoman if they carried one made of belting leather. She said 'no.' That was the end of the conversation. She made no attempt to show me another case that would provide equal service. I didn't buy an attache case.

Stanley Marcus

end me service conversation

The department store was a product of the 19th century and became a very important institution as America went into the 20th century. It provided show places in developing towns like Terre Haute, Sacramento, and Dallas.

Stanley Marcus

product like important america

I thought it was unfair to ask school kids to integrate first. The parents should lead the way, not send out the children as advance troops.

Stanley Marcus

parents children way school

Running those poor steers back and forth in the heat is ridiculous. What they ought to do is put the steers in the convention hall and run the delegates.

Stanley Marcus

back run heat poor

If you demand the best, sometimes you get it.

Stanley Marcus

get best you sometimes

Maybe it's my age that makes me very conscious of loose threads, but I don't think that's an earmark of a fine product. And whenever I have a deep-seated feeling like that, I convey it to the person who made it. Sometimes they curse me, and sometimes they thank me.

Stanley Marcus

feeling me age sometimes

I saw an ad for an expensive car and got so excited about it, I called the dealer. 'How are those new cars?' I asked. 'They're fine,' he said. I thought he'd offer to let me drive it for a weekend. He didn't. I expected a salesman to call. No one did. I didn't buy the car.

Stanley Marcus

drive thought me car

It ought to be self-evident common sense that service is important to sales. But it's not.

Stanley Marcus

sense service common-sense important

If the salesperson is busy, he or she should nod and say 'I'll be with you in a few moments,' so the customer won't mind waiting.

Stanley Marcus

you busy waiting mind

What we learned was that the collective glamour of a specialty store could sell a lot of merchandise.

Stanley Marcus

collective sell merchandise glamour

It was at the department store where people got away from provincialism.

Stanley Marcus

away got where people