You want to know what I think? I think lululemon has got the yoga market nailed down.

You want to know what else I think? My experiences with their product and their customer service have been great.

You want to know why? Ok…

Now, unless you’ve been living under a yoga mat for the past year, you’ll know that Chip Wilson (the guy who started it all on West 4th Avenue in Kitsilano in 2000) recently took lululemon public (i.e., sold shares to investors like you n’ me for the first time).

I’m not here to talk about how they make their product, the latest yoga poses, where the company’s been or where it’s going, there’s plenty of places you can go for that…like the lululemon web site. But I think it’s important you have some broader context before I dive into this.

I’ll give you the Coles notes version – lululemon’s performance (including the lululemon share price) has been hotter than an advanced power yoga class…with a snow suit on…in a packed room…with no ventilation…with the heat on…in the summer. Get the point?

That aside, what has lead me to my broad-sweeping positive customer service generalization you say? In a word…detail.

Now I know that lululemon has spread faster than a speeding bullet (and good for them…I think it’s well-deserved!) I also know that it’s probably not reasonable to assume that with a market footprint that’s expanding faster than sea monkeys in water (what’s scary is that I remember the sea monkeys and their crazy comic book ads well…classic), each customer will receive the same treatment each time they walk in the door (in whatever city or country that happens to be in). THIS customer, though…has.

I probably have a dozen or so lululemon pieces that I’ve either purchased or received as gifts over the past five or so years and I’ve been very happy as they all have served me well (I do a lot of outdoor/indoor athletic activities). What’s equally as important is that the staff I’ve dealt with over the years (so far…Vancouver, Winnipeg, Toronto, and San Diego) have paid attention to the little things when I’m in their stores.

In my view, they (and likely you, the consumer) already know the product is well-made (and isn’t necessarily inexpensive). I’ve never had this forced on me…I like that.

What I have had, though, are positive one-on-one experiences (main ones listed below) which have drove me back time after time (just like Cyndi Lauper said):

• lululemon will do any alterations on any of their products, regardless of where, when or how you bought it…no questions asked (I like that…and am doing just that as I write this);
• the staff who’ve greeted me over the years have been friendly (not GAP greeter kind of friendly, either) and have been able to dial up/down their ’salesperson attitude’ depending on my mood/needs (big points);
• about a year ago I started taking yoga and the staff knew exactly what I’d need and didn’t try and up-sell me (in case I didn’t like it) – I like it; and finally
• they’ve let me shop with my dog (if he’s with me) and have an ample supply of dog treats (sometimes even from my favorite – Three Dog Bakery, which is just down the street from Kitsilano location) (Gallagher gives big points)

Twist all of this together and you’ve got a company with a very bright future. Why? Ever heard the expression ‘little things count’? I have…and judging by the service I’ve received, so has lululemon.

T&D Rating: 5 warrior poses (out of 5)