Author Mary Hunt let’s you know right off that she’s “no fool.” She implies that you, dear reader are because you haven’t noticed what she does with her disciplined approach to shopping. Retailers are something akin to snake oil salesmen taking advantage of gullible shoppers by merchandising and creating comfortable environments.
When you receive exceptional service, please go out of your way to tell others. If we want more diamonds we need them to know they are not coal. Your brand, your image are the people at the front lines, not some mission statement, cute display or fancy catalogue.
Is it any wonder human relations managers scratch their heads trying to come up with something to “motivate” these robots? Contests? Bonuses? Commissions? “Team building?” They know they have to do something but like a bad archer they keep missing the target. Customer service only comes from people acting like humans, not robots.
The reason so many people struggle with training is that we often make much of it like we were writing computer code, “If this… then do this.” The reality is you can’t script every interaction perfectly.
I am not a fan of couponing. It often causes problems – usually in regards to loyal customers. BUT if you’re going to offer them, if you made the decision to give away money to people who will use them, then don’t pull back from honoring your coupons! You aren’t losing anything!
Customer service to me happens prior to the sale. Damage control is what happens after.
Giving thought to what employees should say as customers leave is something most of us never consider when trying to build sales. I’m reminded of my first sales training in footwear when I was in college. After you were all done and the order was paid for you’d move out from behind the counter and say something like, “Now let me show you your next pair.” Set the right expectation and you’ve planted a seed for satisfaction and return sales.
No wonder people bemoan customer service! How can you throw the switch from working yourself up about something you’ve seen on TV – equating any conflict to a personal dig – and then walk in to your store or restaurant and put the needs of your customers first?
Expect less, pay more. With Wall Street demanding increases, big boxes will continue to run on skeleton crews to keep their percentage of labor expense in-line with lower sales. With lower inventory, better computer modeling of demand and lower costs, sales will still appear but they will be more selective what is and isn’t included.
There are millions of people just itching to get their hurt out into the world and vent that it is your fault. If it is, accept responsiblity for what is yours but don’t let them get away with trash-talk.
