Customer Experience

Purpose

At Westside Market, our success is driven by the satisfaction of every customer who walks through our doors. This policy outlines our commitment to delivering a welcoming, engaging, and high-quality customer experience across all locations.

Policy Statement

All staff and members are responsible for creating an environment where customers feel valued, respected, and inspired to shop. Every interaction, display, and detail contributes to a positive shopping journey that reflects the standards and values of Westside Market.

Customer Experience Standards

1. Welcoming Environment

   • Greet every customer promptly with warmth and attentiveness.

   • Maintain clean, organized, and visually appealing spaces at all times.

   • Music, lighting, and scent should enhance—not distract from—the shopping experience.

2. Product Knowledge and Support

   • Be knowledgeable about your own merchandise and Westside Market policies.

   • Assist customers with questions or direct them promptly to the right vendor or team member.

   • Offer guidance, not pressure.

3. Courtesy and Professionalism

   • Treat every customer with respect and patience, regardless of the situation.

   • Avoid personal conversations or phone use while on the sales floor.

   • Handle complaints or concerns promptly and with a solution-focused mindset.

4. Consistency Across Locations

   • All stores must meet minimum standards in cleanliness, signage, and staff presentation.

   • Store Managers are accountable for regular customer service training and follow-up.

5. Member Responsibility

   • Members are expected to maintain their booth areas and engage with customers in a courteous and helpful manner.

   • Booths must remain neat, stocked, and aligned with Westside Market’s aesthetic.

6. Feedback and Improvement

   • Customer feedback (positive or negative) must be reported to management.

   • Use feedback to improve service, layout, and operations on an ongoing basis.

Enforcement

Failure to uphold these customer experience standards may result in coaching, retraining, member warnings, or disciplinary action in accordance with company policy.