Jennifer O'Hare’s Post

I had the best shopping experience of my life recently… I was shopping for a suit for my wedding in September. It’s one of the biggest purchases you’ll make so I was excited to visit some of the iconic shops of Saville Row. Sadly I was pretty dissapointed with the overall experience. The stores were quiet and many of the sales people didn’t seem to care, perhaps understandably. And then I walked into Paul Smith on Albemarle Street to see if it would be any different. The first thing I noticed is it’s busier and there’s a buzz. The second thing is that the salesperson is a bit older than your average sales associate, and he looks a lot like Paul Smith… Paul Smith himself was in there just serving customers like it was nothing. He’s a hero of mine so I had to ask for his opinion. The wedding is in Barcelona so I was trying on a light linen suit. He said 100% linen will crease but they had a linen blend that travels better. He nailed my measurements and got me to try it on. It was perfect. He said he could write a message on the lining if I wanted which of course I did. He happily signed it and then said I couldn’t return it now. Still not sure if he was joking or hustling. I was blown away by the whole experience so I asked the store manager if it was for some kind of marketing activity. It turns out if you visit Paul Smith’s Albermarle Street on a Saturday from 3pm until closing, theres a good chance you’ll be served by the man himself. He’s a “Saturday boy” as he described himself. I was genuinely inspired by him. He was humble, funny, and genuinely helpful. But the fact that he’s 77 and one of the UKs richest men and is still working Saturdays in store is incredible. If you ever wondered how Paul Smith as a brand has thrived whilst so many others have struggled, I’m sure the passion, care and work he still puts into it every day has something to do with it. A true industry legend. #customerexperience #retail #founderstories

I had the best shopping experience of my life recently… I was shopping for a suit for my wedding in September. It’s one of the biggest purchases you’ll make so I was excited to visit some of the iconic shops of Saville Row. Sadly I was pretty dissapointed with the overall experience. The stores were quiet and many of the sales people didn’t seem to care, perhaps understandably. And then I walked into Paul Smith on Albemarle Street to see if it would be any different. The first thing I noticed is it’s busier and there’s a buzz. The second thing is that the salesperson is a bit older than your average sales associate, and he looks a lot like Paul Smith… Paul Smith himself was in there just serving customers like it was nothing. He’s a hero of mine so I had to ask for his opinion. The wedding is in Barcelona so I was trying on a light linen suit. He said 100% linen will crease but they had a linen blend that travels better. He nailed my measurements and got me to try it on. It was perfect. He said he could write a message on the lining if I wanted which of course I did. He happily signed it and then said I couldn’t return it now. Still not sure if he was joking or hustling. I was blown away by the whole experience so I asked the store manager if it was for some kind of marketing activity. It turns out if you visit Paul Smith’s Albermarle Street on a Saturday from 3pm until closing, theres a good chance you’ll be served by the man himself. He’s a “Saturday boy” as he described himself. I was genuinely inspired by him. He was humble, funny, and genuinely helpful. But the fact that he’s 77 and one of the UKs richest men and is still working Saturdays in store is incredible. If you ever wondered how Paul Smith as a brand has thrived whilst so many others have struggled, I’m sure the passion, care and work he still puts into it every day has something to do with it. A true industry legend. #customerexperience #retail #founderstories

I had the best shopping experience of my life recently… I was shopping for a suit for my wedding in September. It’s one of the biggest purchases you’ll make so I was excited to visit some of the iconic shops of Saville Row. Sadly I was pretty dissapointed with the overall experience. The stores were quiet and many of the sales people didn’t seem to care, perhaps understandably. And then I walked into Paul Smith on Albemarle Street to see if it would be any different. The first thing I noticed is it’s busier and there’s a buzz. The second thing is that the salesperson is a bit older than your average sales associate, and he looks a lot like Paul Smith… Paul Smith himself was in there just serving customers like it was nothing. He’s a hero of mine so I had to ask for his opinion. The wedding is in Barcelona so I was trying on a light linen suit. He said 100% linen will crease but they had a linen blend that travels better. He nailed my measurements and got me to try it on. It was perfect. He said he could write a message on the lining if I wanted which of course I did. He happily signed it and then said I couldn’t return it now. Still not sure if he was joking or hustling. I was blown away by the whole experience so I asked the store manager if it was for some kind of marketing activity. It turns out if you visit Paul Smith’s Albermarle Street on a Saturday from 3pm until closing, theres a good chance you’ll be served by the man himself. He’s a “Saturday boy” as he described himself. I was genuinely inspired by him. He was humble, funny, and genuinely helpful. But the fact that he’s 77 and one of the UKs richest men and is still working Saturdays in store is incredible. If you ever wondered how Paul Smith as a brand has thrived whilst so many others have struggled, I’m sure the passion, care and work he still puts into it every day has something to do with it. A true industry legend. #customerexperience #retail #founderstories