This is a repeat from one of our previous newsletters:
- Customer Service Rules, AKA Customer Service Rules
- Get it? You can emphasize the first two words or emphasize the last word, but either way the emphasis really needs to be on the customer. I’ve often wondered whether I put service or quality first and am still unsure. But, this I do know; treat customers poorly and you’ll pay for it. Here are my customer service rules:
- #1: Greet Customers First - Make it a game. If a customer says “hello” first, you lose.
- It’s amazing how often you can go into a store-any store-walk around, touch things, look at prices, and walk out, all without anyone saying anything to you. The minute a customer walks into your store, someone on your sales staff should be the one to say “hello” first. It’s their job to say it first. It’s not the customer’s job to do it. That first friendly “hello” sets the stage. It sets the tone to make sure the customer is IN THE RIGHT PLACE.
- #2: SMILE! - Make smiling on the job a condition of employment… and grounds for termination. Tell them that in the interview process. “We smile here”. It’s a simple statement-and a powerful sales tool. Don’t relent on this one. Ever.
- #3: Enthusiasm Counts – Dale Carnegie said it first. “Enthusiasm is a disease-let’s start an epidemic”. And how true that is. When a customer brings something to the counter for you to ring up, let them know you care. When the customer sees, feels, and hears your enthusiasm you’ll ring up a lot of sales.
- #4: Don’t Point-Go show – How many times have you walked into a store, asked for something-and the sales person either nods which way to walk or points to the direction. When possible, WALK with the customer to the area they need. If that becomes impossible, cheerfully direct the person to what they need-and give clear, easy, and most important, friendly directions.
- #5: Please, Thank you and You’re Welcome - Yes, still the most favorite words to all customers. These are the very first words a parent teaches a child. There’s not a three-year-old child living who hasn’t gotten a piece of candy and then been told by his parent: “Tell the lady thank you, Bobbie.” Many parents won’t let the other person go until the child has said thank you. We spend hours teaching them those words. And then at age 18, what happens?
- #6: Pretend It’s You – Have your staff make believe it’s them walking into the store trying to purchase something. How would they like to be treated? Tell them every customer will go away thinking one of two ways. Either, “Hey those guys were great,” or “Hey, I’m never gonna’ go back there again”. And if they think that’s not their problem. Tell them to think again. Because if the customers don’t come back, you close up-and they’re out of a paycheck and a job. Simple.
- And let me add number a #7
- #7: Never EVER talk about customers in the store - Have you ever been in a store and saw two or three employees chatting about the “stupid lady that couldn’t find the socks” or the “idiot that tried paying with three different credit cards that were all refused” or the “kid who asked for an extra straw when they were right in front of him”. When I hear stuff like that it makes me feel yucky and makes me wonder that if the employees put half as much energy toward helping customers and actually working that it would be a great store.
- Refresh your attitude, put on a smile at all times and treat each and every customer in a friendly and helpful manner. You might just make someone’s day brighter (and it’s amazing how tips improve when service is brilliant!)
Filed under: Business
