Transforming Customer Experience: Inside Tri-State Outfitters' Unique Approach

A Fun Shopping Experience at Tri-State Outfitters

In Moscow, Liza Harwood, the new manager of Tri-State Outfitters, is dedicated to creating a joyful shopping atmosphere. This store has become a popular destination for couples on date nights, where browsing aisles is an enjoyable activity, regardless of what they buy.

Understanding Customer Needs

Harwood emphasizes that customers are spending their hard-earned money, and her goal is to ensure they have an awesome experience. With a background in management from Safeway, Bed Bath & Beyond, and Bath & Body Works, she focuses on fostering strong relationships with her employees to enhance customer service.

Engaging Employees and Customers

Harwood encourages her staff to interact with customers, asking them about their plans for purchased items, which helps build connections. She shares an example of an employee who went above and beyond to help a customer find the right pair of Bogs boots, showcasing the store's commitment to exceptional service.

Diverse Product Offerings

Tri-State offers a vast inventory across various categories, from hardware to outdoor gear. Harwood highlights popular products like Vuori pants and Scrub Daddy sponges, which have gained traction due to their unique features and marketing.

Store Culture and Layout Changes

Creating a customer-centric culture is a priority for Harwood. She has made significant changes to the store's layout to improve shopping experiences, ensuring best-sellers are at eye level and that products are organized logically.

Future Plans for Tri-State

Looking ahead, Tri-State Outfitters plans to phase out children's clothing while expanding its sporting goods section. Harwood aims to make the store a one-stop shop for athletes, providing more specialized inventory and apparel from local universities.

A Trustworthy Team

Harwood appreciates the experience of her team, which includes employees with decades of service. This stability contributes to the store's operational strength and its ability to provide outstanding customer service.