Customer Service Tips
As independent retailers, you have the absolute ability and advantage to operate your business in any manner you see fit. The single most important advantage you possess is the ability to provide world class customer service. I would like to offer a few ideas that worked well in my experience. I hope you find them helpful as well.
In a meeting with my store managers, after I was introduced, I stood before them and for two full minutes, I stood silently and occasionally checked my watch. The audience became visibly uncomfortable. After the two minutes was up, I said “ That seemed like an eternity, didn’t it? Imagine how a customer feels after being in your store for two minutes or longer without being greeted or acknowledged.” A simple hello, welcome and eye contact are appreciated.
Avoid the worst fall back phrase in retail “Can I help you?” This only garners one of two responses, yes or no. If the answer is no, you’ve taken yourself out of the picture. One approach I liked was “Who are you shopping for today?” I found this to be a great conversation starter. It allowed follow up questions that determined what wants and needs the customer might have in mind.
Listening is key to sales. As the conversation reveals challenges or desires, you should be putting together a list of products or suggestions in your mind to provide for and solve any issues. This is a good exercise for you and your staff. Role play as customer and staff. Allow them to ask you ten questions about your visit. The first question should be “Who are you shopping for today?”Come up with various challenges and scenarios you might be trying to solve. At the end of the Q and A, have the employee recommend the products or services that might satisfy your wants and needs. You would be surprised at how many products can be recommended. Encourage your staff to explain the benefits of all of the products that are on the list. Providing a customer with all of the products necessary to succeed is excellent customer service. Anything less is a disservice. An assurance that any unused product may be returned for a refund or credit will likely remove any hesitation to purchase.
Lastly, I would like to address a pet peeve that I hear far too often. That’s the phrase “No problem”. Are there two more negative words you can think of? When asked for something or after a “thank you” a far better phrase is “My pleasure”.
These are just a few ideas and suggestions to think about. One of the most effective ways to grow your business is to make certain you’ve taken every opportunity to service your clientele in a way that ensures their success. A successful customer is likely a repeat customer.
