Harrington: Customer service profitable

Merri Lee Piktanen-Fox started making gift baskets in the living room of her home some 15 years ago, growing her small business "a little at a time."

What began as Gift & Goodies is now the retail boutique Gift Gourmet & Interiors, a gift and design shop that anchors the new Cherokee Plaza in Bearden.

With 11,000 square feet, Piktanen-Fox admits she has suddenly "taken a pretty big leap" but one that she said was necessary.

"It's definitely bigger, but we needed the space so badly. It's so wonderful to have room," Piktanen-Fox, 51, said. "We carry so many wonderful lines, but people like to see and touch what they're buying. It's all great quality, and it sells itself. It's hard to do that out of a book."

The new store, at 5508 Kingston Pike adjacent to Naples restaurant, features a design room and more space for additional furniture. The store also places a larger emphasis on its bridal registry and gift delivery services.

This is the third time Gift Gourmet & Interiors has relocated within the Bearden area. Piktanen-Fox most recently moved from a 3,000-square-foot space at Mercedes Place.

A grand-opening event was held Thursday at the store's new location, but festivities are continuing 10 a.m.-6 p.m. today and 10 a.m.-5 p.m. Saturday. The opening is spotlighting the latest mixed-media collection by local artist Christine Patterson Winter, as well as new furniture and accessories lines.

The store also features candles, personal care products, jewelry, picture frames, and bridal registry items like china and linens. Two licensed interior decorators are always on hand as well. Piktanen-Fox believes everyone has a personal style, but sometimes they need help pulling it all together to create a warm and complete look.

"We figure out what their taste is, and we let that be the inspiration," she said.

To what does Piktanen-Fox attribute to her success?

In addition to "a lot of hard work and prayer," it's customer service.

Piktanen-Fox said she has been able to develop over the years a loyal clientele by simply going the extra mile to take care of them.

"There are so many things in business that you can't control. You can control how you treat people," she said. "We have a philosophy of personal touch and interest, and, as a result, made many friends along the way. Every time you take a step, the right door has to open for it to work. We've been very fortunate."

Business writer and The Bottom Line columnist Carly Harrington may be reached at 865-342-6317 or harrington@knoxvillebiz.com.