We chat with Erin Wills from Herbal Harmonies about what makes her business a hit in Highfields
What do you think makes stellar service?
Stellar Service is simply listening and taking the time with our customers to make their shopping task as easy and enjoyable as it can be. Both myself and my staff are at an age where we experienced good service in our younger days and fully appreciated it. We like to greet our customers and offer any help they may require but generally find most people like to browse our extensive range of product first.
I believe a large part of stellar service is taking the time to do everything we can to help our customers and always strive to be better at what we do and not becoming complacent.
How old is Herbal Harmonies?
I purchased Herbal Harmonies in 2006. Originally my daughter Krystal and I ran the shop. Unfortunately Krystal developed a debilitating health issue and had to retire from the shop. She still takes a keen interest in Herbal Harmonies and now resides in Miles and retains many friendships made while at Herbal Harmonies.
What do you pride yourself on?
I pride myself on the way Herbal Harmonies has evolved over the years, keeping pace with what Highfields residents require, and just generally keeping up with progress and new and different products. I never want products in Herbal Harmonies that people can buy at Target or large outlets. I spend many hours researching special, collectible and useful gifts of high quality to offer our customers. In the past couple of years I have introduced the Jendi range of clothing. In winter we have warm scarves, hats, ponchos, wraps and gloves, and this line has been well received with clients returning each year — some travelling from Brisbane, Ipswich and as far away as Chinchilla as well as our local residents. As a bonus both I and my staff have made many long lasting friendships with our clients over the years.
What do you attribute your success to?
Herbal Harmonies owes its longevity to the commitments of myself and my wonderful staff. My staff have been with me for some time now and customers like to see a familiar and friendly face when they return to visit us. Janelle has been with me for over seven years, Karen has been working here for over six years and Loraine two years, with hopefully many more years to come. My staff are knowledgeable of our products and I appreciate their input when we are ordering products. All the girls and myself reside here in Highfields and Kleinton and are active members of the community.
What’s in the future for Herbal Harmonies?
I would hope that Herbal Harmonies continues as a boutique gift shop. The name can sometimes be misleading especially allowing for the huge diversity of products we now stock. A few years ago I tried to change the name to The Village Green Gift Shoppe, but locals seemed to like the old name of Herbal Harmonies better, and so it remains today. We will answer to either, but generally referred to as Herbal Harmonies.
I appreciate that local residents come to visit us time and time again. Herbal Harmonies is happy to be part of this community and always looking to improve our product and service. I hope people will always take time to simply pop in to say hello or to suggest a new product line to help continue to meet the locals requirements. I am always happy to listen, as are my wonderful staff members.