If you’ve trained them well, salespeople are never behind the counter waiting; telegraphing the world how bored they are. They are active, moving around all the time creating excitement, not barricaded behind your counter – your castle.
I think what will distance viewers is to realize they don’t have the kind of money to pour into their business for new fixtures, signage, plasma screens, registers and computers. And really, who needs to scan a barcode for a one-off shop that has very limited skus? We’re talking a shop for chocolate dipped strawberries here.
Great Customer Service These Days Is About Fixing Things Gone Wrong Or Getting Your Way. It’s like a spoiled child being listened to. Is that great customer service? I don’t think so. Great customer service is an experience so tangible, so connected to another human being that the shopping experience stands head and shoulders above any experience the customer had that day at work, at home or in the mall. So exceptional that the shopper felt compelled to tell others how remarkable it is to friends, family and co-workers and then yes, posted it on Facebook or Twitter. That’s the mark of customer service from a customer standpoint.
Retail isn’t all smoke and mirrors – someone has to pay for the goods or you’re just masturbating; its all for you. I agree with their philosophy of not discounting but I think Abercrombie’s line of ultra dark brown stores are off putting and don’t encourage fun and all the attributes you think of a young brand.
Let’s make a deal. The hagglers are going to explode on the shopping floor. Many customers took tentative steps at asking for a discount in 2009 and were rewarded on the spot. Expect their newfound confidence to challenge everyone’s prices; if for no other reason than they can.
How do we know what someone can or will afford? In a previous post about posting a sign over the merch and drawing customers, I warned that it could lead to lower sales. In essence we’d be assuming customers want the cheaper option. I also wrote about the $30 red shirt that led to a several thousand dollar sale too. The old adage assume means you make an ass out of me may be applicable.
If you make the customer insecure during the moment they are deciding or paying for your merch or service, you will then be trying to placate a nervous customer. By then though, the trust and relationship are gone and you’re left coming up with excuses to your boss
The holidays are almost here so I’ve come up with my blunt reminders for both staff and owners of specialty retailers. They’re by no means all the “Don’ts” but especially at the holidays, these 50 can make the difference between hearing, “I’ll take it,” and “I’m outta here.
Stop asking, “Where are the customers?” and realize we’re right there. Sometimes even giving you a second shot. The sale is yours to lose.
Retailers, that’s what you need to remember this holiday, it isn’t the cheap, it’s the love they will be showing. Yes its materialistic, that is what retail is.
