No thanks, I’m just looking for some chaos

May I help you?”

“No thanks, I’m just looking.”

How many times have you had that same exact exchange? You’re browsing in a store, likely overwhelmed, yet when a store employee asks “the question”, you get annoyed and instantly shut them down.

If there’s any retail store to be overwhelmed in, it’s amidst The Container Store’s endless aisles of boxes, baskets, hampers and other organization necessities. Yet The Container Store knows and embraces this. Rather than having employees ask “the question,” they are trained to send the right message by truly engaging their customer’s with a specific, relevant question or solution. By tailoring the behavior of their employees to complement the behavior of their customers, The Container Store opens the door to a two-sided, positive branded conversation. In essence, not asking “the question” becomes a brand behavior.

Yet customer service means nothing if the store experience doesn’t provide efficient solutions to the everyday problems of the over 35, mostly female target. Accessible sale flyers? Check. Wider aisles for easy maneuvering? Check. Cozy carpeting? Check. Lower shelves for easier reaching? Check. Products out of the box for testing, lifting and measuring? Check. Knowledgeable, friendly employees that are there when I need them? Check.

It makes me feel like The Container Store understands me, what I need, and how I need it.

For me, this seamless combination of customer service + product + messaging creates a congruent and consistent brand experience. Chaos is usually what drives me to The Container Store in the first place — it’s fantastic that it’s the last thing I find in-store upon arrival.