Customer Service:
It's Not Just a Department, It's An Experience - December 2009
Welcome to the December issue of "Customer Service: It's Not Just a Department; It's an Experience." Many retailers live or die by their December sales. They have more customers walking into their stores this month than any other time during the year. The question is, what are the customers saying when they are leaving? What have your holiday shopping experiences been like? We'd love to hear them, good, bad and ugly. We'll write about them in an upcoming newsletter.
This month we are focusing on your shopping experience and mine. Because after all, we are all customers!
Welcome to our new subscribers and new clients. Our goal is to help you improve the service you are providing to your existing customers as well as prospective customers, increase customer retention and generate additional revenue through cross-selling, up-selling and referrals.
Happy Holidays!
In This Issue:
Bigger Isn't Always Better | I'm a Customer Too | I'd Like the Promotion Please
Bigger Isn't Always Better
Now that I've got your attention, get your mind out of the gutter.
Bigger isn't always better. Size doesn't matter. Service does.
Have you ever gone to a big box store lured by a sale? What happened when you got there? Were you able to find the item you were looking for? Was it even in stock? When you went looking for a salesperson to help you, were you able to find one? When you finally did find a salesperson, were they busy text messaging on their cell phone? When you actually did get their attention, were they able to help you? More importantly, were they happy to help you? Or did they just point vaguely to the back of the store? I'll bet more often than not, you've left that big box store without the item that you came in for. Talk about a frustrating experience.
What is your experience like when you visit a smaller, local store? Is the end result any different?
For starters, you probably got a parking spot a lot closer to the store. Perhaps you were greeted by an employee who asked if they could help you. When you told them what you were looking for, not only did they have it in stock, they actually took you to the item and spoke intelligently about it. Then they probably suggested the appropriate accessories that you would need to use the item to its full potential. They might have even offered to carry the item out to your car. Frustration level for this interaction: non-existent.
What is the difference between the two experiences? Some might say you have to pay more to shop in a small, local store. I would respond, how much is your time and effort worth? Now don't get me wrong, I'm not an advocate for paying more than I have to for an item (or a service for that matter). However, like most of you reading this article, my time is at a premium and I'm always looking for the path of least resistance. Oftentimes, it is found at a small, local store.
If we can have a better experience, are made to feel valued and appreciated for giving a company our business and actually get what we're looking for, this could be just what our economy needs. This is an opportunity to get people to think about their shopping and to make a purposeful attempt to buy from local independents. People need to better understand that doing so can build strong, local economies. And don't you want to do your part to stimulate the economy? One will probably conduct a more meaningful conversation with a small business owner or their employees and will experience better customer service, rather than trying to find someone to help them at a big box store. The big box revolution wiped out a wide array of independent retailers. Some of those same big box stores have since gone bankrupt. Maybe it's time, or even past time, to patronize our local, independent shops where it's all about the customer. I don't know about you, but I'm growing weary of being served by teens that often know little about the products they are peddling.
When you ask someone what is missing from their life, they will rarely say, "a big box store to shop in." What they might say is a better shopping experience. If you want one, go visit a local retailer. You'll be glad you did. Because remember, size isn't everything! Happy shopping.
I'm a Customer Too!
By day, I'm a Customer Service Trainer and Coach working with employees to improve the level of service they are providing to their customers.
However, by night, I'm a customer just like you! And I'm grading and rating my experience with YOUR company every time I call or come into your business.
With every interaction I have with your company and it's employees, I'm making a decision whether or not I want to continue doing business with you. And it's based on the experience I have that day with the employee that is taking care of me.
As they say in baseball, you're only as good as your last at bat. Are you striking out or hitting a home run?
I'd Like the Promotion Please...
"Huh?"
The promotion. Twenty cups of coffee for twenty bucks.
"I don't know nuthin about that."
It's on this sign on the counter. Twenty cups of coffee for twenty bucks. You are selling a coupon book good for twenty free cups of coffee.
"Nobody told me about it."
There are signs about it everywhere. On the front door, on YOUR counter, a big poster right next to the cash register.
"I don't know. There's no one else here but me."
I left the store dumbfounded, not to mention thirsty!
Don't let this happen in your business. Employees need to know about promotions and specials BEFORE your customers do. Educate your employees so they can take care of your customers. Otherwise they'll be talking about your business the way that I'm talking about Dunkin Donuts.
Can someone please tell me where the nearest Starbucks is? Argh!
In Conclusion...
Thanks for taking the time to read this edition of "Customer Service: It's Not Just a Department; It's an Experience". It is our hope that you not only get the customer or client, but that you also hold onto them! If you have clients, colleagues or friends who wants to hold on to their customers too, do them a favor and forward them this newsletter.
Until next time, take good care of your customers, or someone else will! See you next year!
Sincerely,
Randi Busse
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