Client care at Glitter Records has been my top priority over the past three years. As a family-owned business, my parents and I often work together on special projects. I’ve also built strong relationships with local businesses in California Lane, where our shop is located. When I first began trading online, and later when opened the physical record store, I wanted to bring the warmth and spirit of a family into every customer interaction. But I quickly learned that what works in a family doesn’t always work in a retail setting.
Sometimes, actions that take hours to complete go unnoticed. On the other hand, small gestures—like offering a customer a stool to sit on or making sure music is playing when they walk into the shop for the first time —can make all the difference. This is where client care became essential. I needed to understand how to treat people well while keeping the business running smoothly.
Client Care in a Unique Business
After much reflection and study, my goal still remains the same. Part of my mission is building genuine relationships with every customer. This means listening carefully, offering honest solutions, and acting with integrity.
Creating this kind of experience in an evolving business presents its own challenges. My ambitions for Glitter Records are high. I aim to redefine the modern record store. This means that, unlike many traditional record shops, Glitter Records is often experimenting with the unfamiliar.
One recent project has been to explore whether I can structure a physical space that isn’t confined by traditional genres. My vinyl selection is eclectic and genre-less, which can be a challenge for some first-time visitors. To address this, I’ve worked hard to create a welcoming and approachable environment. My goal is to help customers move from asking, “Is this for me?” to discovering, “This is for me!” That moment when another person finds something new and exciting is what keeps me motivated. As is sharing the joy of music and discovery with others.
Balancing In-Store and Online Needs
Running a small, 12-square-meter store while managing a busy online platform is a delicate balancing act. My online inventory is five times larger than the physical space of the store, with up to 500 new listings going live daily. I intentionally chose a smaller location for long-term sustainability, having observed that rising rents are a key reason many record stores close. I also recognized that keeping overhead costs low is one of the strategies used by successful entrepreneurs, like Warren Buffett, to build wealth. Additionally, I saw the potential to grow Glitter Records online. With extra storage space at home, I was able to scale quickly.
While the physical store offers personalized experiences, the online side requires a different approach. Managing both means staying organized and adaptable. Part of my role as a record store owner is ensuring customers receive the best service no matter how they shop.
Creating a Personalized In-Store Experience
In the store, my focus is on providing personal, one-on-one service. Whether customers come in to browse or buy, I want them to feel like their needs matter. This can be difficult when balancing the demands of the online side, but I strive to remain calm and prioritize effectively.
To handle challenging situations, I use the STAR method. Stop, Test, Ask, and Reaffirm. When a customer is upset, I stop to listen, rephrase their concerns, and ask questions to understand their priorities. I then reaffirm that I will help find a solution that works for both them and the store.
Client Care in the Digital Space
The online side of Glitter Records presents its own challenges. Without face-to-face interaction, communication is key. When problems arise, such as stock discrepancies or shipping delays, customers can become frustrated. In these moments, I focus on staying positive and providing clear next steps.
I believe that the way we treat customers online sets a standard for digital interactions. Even without in-person contact, I want every online customer to feel as valued as those who visit the shop. By offering solutions and maintaining a friendly tone, I aim to build trust and loyalty.
Empathy and Boundaries in Client Care
Empathy is at the core of my approach to client care. I am naturally kind and passionate about my work, but I’ve also learned the importance of setting boundaries. Sometimes, stepping away from a situation is the best way to reset. Issues that frustrate me can often be valuable feedback for improving the business.
I’ve also learned that managing frustration is essential. When a customer becomes upset, I try not to react emotionally. Instead, I model calm, thoughtful behaviour. Whether it’s in person or over email, I listen actively and respond with sincerity. By doing this, I help prevent negative situations from escalating.
The Foundation of Client Care
A care philosophy is part of the foundation of Glitter Records, and it’s something I strive to strengthen every day. Client care isn’t about using tricks to close a sale, nor is it about chasing every trend or catering to every customer demand. At its heart, client care is about building relationships founded on mutual respect and understanding.
When this connection is made, the work you do becomes more than just a transaction. When I treat others with kindness, or when I’m treated with kindness, that goodwill and cooperation become contagious. A single positive interaction can ripple outward, touching the lives of dozens—or even hundreds—of people in a single day.
Working in the music and business world, I often encounter people who are surprised that win-win interactions exist as if they’re rare exceptions rather than the norm! But, in reality, they should be an expectation. Running Glitter Records is about fostering genuine connections where everyone benefits.
Final Thoughts: The Rewards of Client Care
When I first opened my store, I didn’t expect that client care would become one of the most rewarding parts of the job. But over time, I’ve learned that the greatest satisfaction comes from helping others. Committing to client care means learning how to manage emotions, set boundaries, and find solutions. This takes time, but it leads to incredible results.
