Customer Service: 4 Tips How To Handle A Customer On Their Cell Phone
In an increasingly turned-on world, a leading cause of poor customer service from retailers is caused by trying to wait on a shopper who is actively engaged in a cell phone call.
They generally aren’t doing it to upset you – it just feels that way at times.
The short answer to how to service a customer on their cellphone is: wait.
That’s not the most helpful, so here are a few tips based on answering this fundamental question:
Where are they doing this?
Deliberate
Is it as they are entering? It could be to avoid having to deal with you. You don’t even know if there is a real person on the other end. My response is make eye contact if you can as they walk in/past you and make a welcoming motion like a wave. Then just wait until they come to you.
Accidental
Are they on the phone and just realized their surroundings? If their attitude is to ask for forgiveness the appropriate response might be, “Don’t apologize, happens all the time,” then ask them your question from the third part of the sale like, “Who gets the gift today?”
Interrupted
Are they answering a phone call in the middle of the sale? As it rings you can say, “I’ll come back when you’re off the phone.” Don’t just stand there listening in but move away to give them privacy, not to blow them off for taking a call that might be from a sick child or co-worker with a problem.
Time Pressed
Are they just “running in to make an order” at your coffeehouse or quick service restaurant and multi-tasking? Hand them a pad of paper and a pen with a smile. You’ll both be happier.
How not to do it? Place rude signs up around your store like these I’ve seen:
- When you’ve completed your call, you may step forward to the counter, until then, wait.
- No cellphone use
- Finish your call before ordering.
We have to begin from the place that most of your shoppers; most are on the phone by accident or were interrupted when they came in.
You must have the grace and patience to wait ingrained for if customers feel you are in huff, you may lose both your temper and the sale; both of which you can control.
Whether I’m a customer or a sales person, I find public use of cell phones to be rude unless you’re a brain surgeon who MUST take the call. Very few of us need to be that connected.
We don’t have signs in our store nor do we ask them to get off their phones. I greet them verbally whether they are on the phone or not. I also speak in a normal tone when checking them out; I do not whisper so as not to interrupt their chat. To me, the phone is invisible. I’m in no way confrontational, but I do go on about my business and the business of selling.
I try to approach my customers quietly. I give them my biggest and brightest smile and whisper a simple “hi” or “hello”, give them my name, and let them know that I will be here when they are “ready”. At the very least, I have still acknowledged them.
My customers are often very appreciative and apologetic when they do end their conversation.
In fact, I have, many times, completed a very healthy sale from start to finish, (only whispering), within a 20 minute transaction and the customer NEVER got off of her cell. LOL!
It’s truly all about patience and ALL about the CUSTOMER!
Happy Selling!
Bob,
I thought for sure you would be in favor of the “cell phone free zone” signs. I love your advice to work with customers on this – knowing that we are in this uber-connected world and we’ve got to find a way to make it work on both ends.
As a consumer, I always apologize if a call comes in that I have to take and usually I wait to check out until I’m done. I try never to pick up during a check-out interaction. I’m a big multi-tasker, so often, I’ll catch up with g-friends or family while driving (hands-free of course) from the gym to the grocery store and then will wrap up the call before going through the check-out aisle.
I think consumers need to be more aware and then the retailers – doing things like the wave (I’ve had this done before and it’s very kind and I appreciate it) or handing a pen/paper for filling out the order (sends the perfect message) are great ways to keep positive interactions going.
I would just add that I love it when I apologize and then hurry off the phone and the service person shares a story where their mom called or something urgent or silly happened and they felt bad but had to be on the phone in a service area. It’s bonding – makes me feel like less of a heel and we always have a good laugh.
Thanks for sharing this!
Heather
I think retailers need to think of it just like 2 people in the store having a conversation while they shop. Some individuals who are alone use a phone conversation for companionship or safety (in a big city). You certainly wouldn’t point out the inappropriateness of 2 people talking to each other while they shop. There is etiquette to be learned by cell phone users but retail staff members aren’t the ones to teach it to our customers.