NO BOXES
The store is not crowded, but it is stocked full of equipment ready to go home. Wayne says, “Most everything we sell is fully assembled, ready to take home right now. We don’t send people home with boxes.”
TRUST
“They ask us for solutions,” Wayne explains. “They ask us to listen, and then to ask appropriate questions on the path to finding the right solution.” Mobül works to gain the customer’s trust by providing solutions when their customer or their customer’s family member is at their most vulnerable. This confidence turns customers into friends for life.
JUDGMENT FREE ZONE
“I will tell you that the one thing we’ve learned is to listen, and to never, ever, ever judge someone who’s walking through that door,” Wayne says this is the biggest mistake anyone can make in a retail environment. He explains what is behind their ‘real life solutions’ motto: “Our goal is to find that solution and provide that product to the person today, so they can get back to their lives.”
NO SIGNAGE
Mobül doesn’t have department signage overhead. Wayne says they want to direct people personally, “Our store is often referred to as a candy store, particularly by therapists and caregivers. They’ve never seen these many items in one store, so we want them to walk around. When we first opened up, one thing we observed was a person would come into the store alone and we would walk through the store with them and give them a tour, which we really enjoy doing. And then a couple days later, the person would return, but this time she had two or three friends in tow and she was giving the tour. It was as if this was her store, this was her find, this was her discovery and she wanted to share it with her friends.”
WIDE ISLES
Wayne says, “Every one of our aisles is wide enough to accommodate a scooter, a wheelchair or a walker.”
FOUR ROOM “HOME” SHOWROOM
Mobül built a four-room show space in their store, including a bedroom, a bathroom, a living room and a kitchen. Wayne says it’s not only for visual demonstration of their products but practical as well, “It gives people a chance to try products out before they take them home and realize that they might not be the right fit.” They also used an interior designer to make the space inviting and promote the psychological aspect of healing with their store design.
ONLINE SAVINGS MYTH
Wayne says shopping online has one big misconception, “most people’s perception is that shopping online will be cheaper than shopping in a brick and mortar store.” Mobül brings an iPad to the customer to shop for the same product online. They’ve found that for their service area in Southern California, they often beat online prices and they include white glove delivery.
DIGITAL MARKETING
Mobül also finds that digital marketing brings them the most value for their advertising dollar and it continues to evolve. Wayne says the target market is adapting with the changing times, “Without a doubt, the baby boomers are becoming more tech-savvy than they were five years ago and that’s something that we’ve recognized.”