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November 17, 2009

Connecting with customers

While many shoppers had their hands full of the latest fashions at Duncan’s newest clothing store Tuesday, just as many were happy to see Shawna McMasters at the counter assisting customers.

“Hey girl,” she calls out, greeting everyone as if they are her best friend.

She doesn’t discriminate and also acknowledges every man who walks through the doors of Factory Connection, located in Elk Plaza.

McMasters has been a familiar face in Duncan’s top stores for nearly 30 years. Yet for the past two years, her professional and charming attitude has been absent as she drove a vehicle delivering food products for a top chain company.

Factory Connection has been open less than a week, but already there is a steady stream of customers, keeping McMasters, who is manager, and her team of four part-time clerks, extremely busy.

“We’ve had phenomenal business, and I’m grateful to Duncan for supporting us,” she said.

Like most people in town who read the help wanted ads, McMasters spied a small advertisement in the paper and applied. Her experience in retail sales must have spoke volumes and not long after she was sent for training in the national chain’s Chickasha store. Set up of the 4,000 square-foot Duncan store took three days, she said.

“On Friday, we were open,” McMasters said.

The opening of the store, she believes, is symbolic of good times ahead for Duncan.

In a depressed economy, even with Oklahoma doing better than many states, McMasters said she believes the store will help re-energize the city.

“I think Duncan needs a store like this. Every customer who walks in here is pleased. I think it rekindles a spark in Duncan,” she said.

Factory Connections offers name brand clothing at discount prices, and through Christmas, new shipments are scheduled daily, she said. From pajamas, to hats and mittens, jeans, shoes, jewelry and more, McMasters said anyone, men or women, who come in, should be able to find something to wear. While she couldn’t name some of the top brands seen displayed around the store, she does offer that the selection includes fashions for casual wear to business wear and also for men. Trendy fashions are among the items, with sweater dresses that can be worn over leggings, being a hot seller.

Proof of this was Terry Gilson and Erica Cortum, both of Duncan. Cortum is the girlfriend of Gilson’s son, and both women were not only different in age, and therefore styles, but also sizes.

“It’s quality at really good prices,” she said. Gilson was more than pleased with her selections and mentioned she had started to leave the store once already when more items caught her eye. She laughed about what it meant to her husband.

“He asked me if he needed to take out another loan,” she said. In fact, laughter was heard many times, encouraged by McMasters.

“I feel like it’s going to bring a spark back in to this town,” she said. “Even the businesses (owners/workers) here in this mall have mentioned how it’s brought more business to them.”

McMasters said Duncan was chosen because of its size and because the store could fill a need within the community. She said Duncan was one of four stores to open in Oklahoma, and the company has been in business for more than 30 years.

“They are expanding — 230 stores in 11 states,” she said.

While McMasters is dedicated to retail, she said she is extremely excited to be working for Factory Connections.

“I think this store is going to make a unity in this town. The team I have in here is really going to show people what customer service is and I think it is very important that the customers know they are appreciated,” McMasters said.

The store offers gift certificates, and lay-away on everything but sale items and shoes. It is open 9:30 a.m. to 7 p.m. Monday through Saturday and from 1 to 5 p.m. Sunday.

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