Customer Spotlight: Susan from Collected Boutique
Kent Atkinson
Aug 7, 2025
From Treasure Hunter to Boutique Owner
Susan Eyer has always loved “buying really nice quality items at a very good price.” In the 1980s, she began “haunting charity shops and consignment shops” for clothing that was “better made” and built to last. The thrill of the hunt kept her coming back, and the quality she found shaped her taste.
Her shift from shopper to shop owner happened in 2020, when one of her favorite consignment stores went up for sale. “I was going from one career ending to figuring out what was next, and had this opportunity." She bought the store… and then the pandemic shutdown happened. “I had a moment of, ‘Oh my, what have I done?’ But I thought, okay, I can’t change anything and I’m gonna make this work.”
That mindset would carry her through the first difficult months. In Susan's success story, you'll hear how she:
Built strong, personal relationships with customers and consigners by listening to their stories and making the shop a welcoming community space.
Curated high-quality, sustainable inventory focused on natural fibers and better brands, avoiding fast fashion.
Let customer demand guide buying decisions by tracking what sold, what didn’t, and what people requested.
Streamlined operations with ConsignCloud, replacing time-consuming manual processes with efficient, accurate digital tools.
Created an inclusive, confidence-building shopping experience that promotes body positivity and celebrates all customers.
Maximized a small store footprint by treating every square foot as valuable and selecting pieces with intention.
Kept adapting and improving systems to meet changing needs while staying true to her store’s vision.
Next Gen ConsignCloud is coming August 20. Keep your ears open for our announcement and experience the future of resale software!
Opening During a Pandemic Meant Rethinking Everything
Susan had planned to take over in June, but circumstances shifted, and she took ownership in September. “It sort of gave me an opportunity to tie up loose ends.” By then some restrictions had eased, but she knew she had to run things her own way.
One of her earliest changes was focusing on building relationships. “People are emotionally attached to their clothing… they’re sharing a part of their life with me,” she says. Listening to those stories (whether about a christening dress or a first job interview outfit) wasn’t just kind, it was good business. It turned casual shoppers into loyal customers and consigners who trusted her with their valued pieces.
Curating for Quality and Sustainability
As a new owner, Susan quickly realized she needed to set high standards for what came into her shop. “It’s light and bright, neat and organized… not crowded,” she explains. She stocks items made from natural fibers (cotton, silk, cashmere) and better brands that hold up over time.
Fast fashion, she decided, had no place in her racks. “It doesn’t last… it’s going to be worn once and then be unwearable.” Instead, she wanted her store to feel like a boutique where “every square foot counts” and every piece has staying power.
By curating with care, she not only maximized her small space but also attracted shoppers who appreciated sustainable fashion and were willing to pay for quality.
It's challenging to say no to consignors. Here are some tips.
Letting Customers Shape the Inventory
Susan didn’t guess what would sell. She listened. “I watched what customers brought to the counter. What they were asking me for. What they didn’t buy.”
That feedback became her compass. When she noticed demand for cashmere, she made sure to have it on hand. When certain brands didn’t move, she adjusted. The result was an inventory that reflected what her customers actually wanted, not just what she thought they might like. While Susan has not fully bought into analytics, we consider data-drive sourcing to be essential.
This same approach built trust with consigners. By guiding them toward items she knew would sell, she helped both sides succeed.
Trading Paper for the Cloud
When Susan first took over, her operations were entirely analog. “Writing out those tags by hand… I lost my mind,” she laughs. Her payout process involved cutting tags, sorting them into piles, cross-referencing cards, and calculating totals by hand. “That is the definition of insanity.”
Switching to ConsignCloud transformed her workflow. “I’m now officially on my third database—and I don’t think I’ll ever leave this one… ConsignCloud was a game changer for me.”
With her database and website working together, she streamlined consigner communication, improved accuracy, and freed up hours to focus on her customers. “It lets me respond to changing needs and stay focused on what matters—relationships, quality, and the joy of the hunt.”
Creating an Inclusive Experience That Builds Confidence
Susan’s shop is intentionally welcoming to everyone. “All bodies are good bodies,” she tells customers. “When someone says, ‘My arms are too fat for this shirt,’ I say, ‘No, the shirt’s too small.’”
She loves helping people dress for major life moments—job interviews, graduations, new motherhood. “It’s so much more than just this item on a hanger. It represents a lot for people.”
For her, fashion can be identity, confidence, and even connection. “Fashion can be an act of resistance, a form of cultural identity… it’s wearing our insides on the outside.” In her store, customers aren’t just buying clothes—they’re finding pieces that make them feel seen and celebrated.
Looking Ahead Without Losing What Works
Even with a loyal customer base and efficient systems, Susan is still dreaming big. “I’d like to purchase a building and move to a bigger shop,” she says. But no matter the size of the space, she plans to keep the same core practices that have brought her success: building relationships, curating quality, listening to customers, running efficient operations, and creating an inclusive shopping experience.
Her Advice to Other Shop Owners
“ConsignCloud was a game changer for me… I appreciate how thoughtful you are to me as a customer and that you listen to what I have to say.”
Her journey proves that even in uncertain times, a shop can thrive when its owner invests in people, keeps quality high, stays responsive, uses the right tools, and creates a place where everyone feels welcome.
Want to read more about successful resale and consignment stores? Check out Windance Boardshop.
