Customer Becomes Proprietor: Sandy Polom's Journey with The Scented Garden Gift Shoppe

Wilbraham, Mass. - Some people will go to great lengths to keep their favorite store open.

When Sandy Polom heard The Scented Garden Gift Shoppe in Wilbraham might close, she negotiated with the owner to buy it. The store has now been open for more than 30 years thanks to its most committed customer.

For Polom, the store was always a spot she could find the right item for anyone. “I always liked to find unique items that you couldn’t find at any other store,” she said.

Polom had discussed purchasing the store with the owner several years earlier, but the timing wasn’t right.  In 2019, Polom was ready for a career change and the stars aligned. “I think it worked out for both of us with what was going on in our lives,” she said.  

Learning the world of retail, Polom dove right into the busy holiday season soon hitting her stride. Then a few months into 2020 when the global pandemic forced businesses to temporarily close, she had to rethink her plans. Polom added usable items like masks, and included curbside service. Loyal customers ensured The Scented Garden Gift Shoppe stayed afloat.

“It was trial by fire,” she said. “That was a little nerve-wracking”

In the meantime, Polom took advantage of the slowed pace to paint the interior, install new flooring and add a point-of-sale purchasing system. “It’s made life so much more efficient and easier for staff, myself and also for the customer. It was a win-win all the way around,” she said.

A Fresh Approach

Because the store had already been a big part of Wilbraham for nearly three decades when she purchased it, Polom kept the name The Scented Garden Gift Shoppe. She worked closely with a graphic designer to create a new and distinctive logo, adding signage to the front of the store.

Although it’s the only gift shop in town, Polom recognizes there are other options in nearby communities. As a prior loyal customer, she recognizes the importance of keeping customers informed. Polom created a database of customer contacts to notify them of special events and sales. She added a birthday club, so customers can receive a coupon during their birthday month.

Polom also keeps The Scented Garden Gift Shoppe top of mind through social media.  

“We have a lot of loyal customers. We measure that when I see people come back,” she said. “I measure that as success.”

Her efforts seem to be effective. In 2021 the business was named Best Gift Boutique by Masslive’s Reader Raves.  

Polom has found a benefit in being a part of the East of the River Five Town Chamber of Commerce, ERC5, which she joined to give back to the community.

“It was an opportunity to network and meet people from other businesses that I may not ever have interacted with before.”

Through the chamber, she’s able to advance her passion for education by being part of the scholarship committee for Wilburham and Hampton.

A Contented and Scented Garden

Above all else, Polom ensures that customer service is behind everything she does. From updating purchasing technology to finding the right items to sell, she makes every effort to keep her customers happy.  

Complimentary gift wrapping has always been offered at The Scented Garden Gift Shoppe, with Polom adding enhanced and specialized paper and signature gift boxes.

Traditionally the shop has always focused on quality items at a variety of price points, including children’s and women’s apparel, home decor and jewelry.

Finding unique things that can’t be found elsewhere is a top priority. While purchasing new items for the store, Polom listens to her customers and finds items they want. “I have to keep an open mind and not just buy things that I like, but learn from my customers,” she said. “They’re the ones that are ultimately looking for something to gift or for themselves.”

“We really pride ourselves on customer service and want to make them happy, whether it’s something they’re purchasing for themselves or a gift for someone,” Polom said. “We want them to walk out the door feeling good with it.”

The Scented Garden Gift Shoppe is open Tuesday through Friday from 10 a.m. to 5 p.m., and Saturday from 10 a.m. to 4 p.m. Hours are longer during the winter holiday season. Visit scentedgardengifts.com for more information.