Yesterday I welcomed a lovely lady visiting from abroad to my studio. She has been a great online customer for a while and we have always had fun chats but it was great to finally meet her in person! We spent great time talking not only about hats but all sorts of things. Of course we also tried many hats and hairbands together, made changes to one of them before we made the final selection for her to wear to work and off work. We later exchanged messages and she said ‘It was a great experience’.
Her kind words reminded me of the popular discussion about ‘brand experience’. I tried to imagine what experience this lady could have had. First, all sorts of hats. Almost random selection made with different materials. Both for sale and for fashion photo shoot s. Extremely messy work table with many items still being made. Trees cut from my garden as hat racks. More mess. Big coffee mugs rather than afternoon tea set. Old fashioned black and white stripes hat box. And super random conversation on all sorts of things…. One thing for sure, it was none of ‘luxury high end experience’ as often referred to…! Business/branding experts have often pointed me to the idea that we ‘trade in experience’. While hats are of course important, it is also about ‘certain look of the ‘atelier’, hat packaging and all the things needed for ‘the experience’. And in business theory, my price range automatically makes me focus certain ‘target group’ (a term I don’t find tasteful) and general assumption of what sort of ‘experience’ this group of people may like to have.
However, I want to believe that my brand and products are not defined solely by the price. I strongly believe that people pay higher prices not because they happen to have the money but because they fully understand the value I create and trust that they are getting tangible value for their hard earned money. This understanding requires sensitivity, knowledge and intelligence. And there is limit to what ‘experience/atmosphere’ the surrounding non-hat factors can make up in front of these people’s educated eyes. Moreover, these special people are more intereeted about how I work and what I stand for as a person rather than being interested in what kind of furniture I have in the studio. Of course I want to some of the non-hat things properly out of courtesy and professionalism. However there seem to be almost too much emphasis on branding rather than the core products/services in current business environment. For demure making uniquely beautiful and comfortable hats is the heart or brand DNA and it is my mission to make sure that every single thing I make manifest the DNA. I know, I am repeating the same theme in my blog but I felt like saying it again after hearing this customer’s kind and rewarding comment, which meant so much to me. I am imagining that entrepreneurs with many decisions to make and take lots responsibilities while navigating in often excessively profit-driven business environment may be confused by generic advice which in fact don’t apply to their unique business model nor DNA. It would however be encouraging to see such entrepreneurs believe in their uniqueness and try utmost in core activities with enthusiasm. I am convinced that there are many people who appreciate such entrepreneurs for their love of their products and services. Finally I would like to say big thank you to this lady and hope she’ll enjoy her stay in Amsterdam!