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A 9 Point Customer Service Plan
Creating a distinction between you and your competition

As a customer in someone else’s business, have you ever been made to feel you were an interruption to the workday rather than the reason for it? Most of us have. The comments that employees make in situations like these mark the difference between a business trying to survive and a business that is thriving.

Imagine this scenario: A customer walks into a store and after spending several minutes looking at merchandise, begins to search for someone to wait on them. Of course, to the customer the amount of time looking for help will seem to be longer than the time spent looking at the merchandise.

When they did find the employees of the store, the employees were in a small group having a discussion about things other than their work. Or, the employee was talking on the telephone with someone as they made plans for getting together after work.

Most definitely, both examples of employees need a reminder of the reason for their work. They need a reminder as to who is actually writing their paycheck.

Regardless of how well your business operates, your staff does need an occasional reminder of this. Remind them that if customers choose to take their business elsewhere, your store probably won’t need as many employees. Give that same response to those who resist working nights or weekends.

Stores simply have to be open when customers want to shop. Constantly remind your staff that your business is consumer driven, and that the customer is the most important person in your store.

In visiting with businesses around the country, I have found that few provide written customer service directives for their employees. It was only during a meeting of employees in my store that we realized we had never created directions for waiting on a customer.

For the most important job in our store, we felt we needed more time training our team members to perform this crucial task. We created a nine-point directive for customer service. We also initiated a program that paid bonuses based on total sales goals, departmental work goals and individual item sales. Here are our nine directives:

Allow the customer to get into the store. Do not chase her down at the front door. Next, greet the customer with an open conversation. (“Hello. How are you?” or “Hi. Glad to see you.”) If the customer is in a hurry or knows exactly what they wants, usually they will ask. If not, invite them to look around.

Check the store for the location of other customers, then continue with the usual work. We told our employees they should never go more than four minutes without stopping to check for customers.

If an employee is not the first person to talk with the customer, use a different approach. This can easily be done by walking by the customer and asking something like, “Finding what you need? Let me know if I can help
you.”
In approaching the customer, another employee could ask questions such as, “What do we need to solve our problem today?” or “What kind of item are you looking for today?” By using the words we and our, the employee shows his interest in the customer.

In helping the customer, ask questions about the intended purchase. If the customer is trying to decide what kind of computer software to buy, for example, the employee could ask, “What do you need the software to do?” (Maybe there is a problem that we first need to solve.)  “What type of restraints do we want to consider?” (Maybe the customer is restrained by money concerns, limited time to learn new software or limited computer skills.)

Offer directions, shortcuts, personal experiences or words of caution. Be certain that you end this part of the conversation with words of encouragement.

After solving the problem for the customer, it is time to make the sale. In our store, we stocked add-on items in each department. The task was to get the add-on sale into the customer’s hands for her to consider before she left the department.

Hand the customer a copy of your current sales circular or newspaper ad. We attached a copy to the end of the counter to make it easy for us. An employee could also mention one of the many monthly specials we ran.

The final step in making the sale came after the customer said “thank you” to the team member for the attention our team member had given her. We made a special point of thanking our customer. Our employees were reminded that we had many competitors and the customer had chosen our store to shop in. Their shopping in our store helped to pay our salaries and allowed us to earn bonuses.

 

 

 

 

 

7

MARCH 2024
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Small Business

Conversations

We are taking a break with the Small Business Conversations programs. However, we have the many years of the program cataloged by date on the website.

Small Business

AdvisorieS

The March Small Business Advisory remembers a line from many a western movie; "They went that a-way" and expressions similar to that distract from a business giving great customer service.

Small Business

News

Top Story

The big news item on November 30, 2022 was the advent of ChatGPT; Artificial Intelligence applications which many believe are used exclusively by big businesses.

This does not have to be true as there are many applications we share that have usage in a small business.


Article of the Month

"No plan B"; the subtitle to Van Morrison's Born to Sing album. The idea of no plan B also applies to a small business when you think (or is it when you don't think) about when the time, or opportunity, comes that you can sell your business. Generally speaking, a small business owner gets less money when they decide to close their business.


Book of the Month

"Escape from Cubicle Nation" is the March book of the month. While directed towards those working a corporate job and wanting to become an entrepreneur, we remind readers about utilizing their gut feeling to make decisions in their business.

After all, you did use your gut feeling when you decided to open or purchase your business.

BOOK US

With over 25 years of frontline experience Tom Shay is America's leading Small Business Management Expert. He's a "Must Have" for your next event.

Small Business

Conversations

We are taking a break with the Small Business Conversations programs. However, we have the many years of the program cataloged by date on the website.

Small Business

Advisories

The March Small Business Advisory remembers a line from many a western movie; "They went that a-way" and expressions similar to that distract from a business giving great customer service.

Small Business

News

 

Top Story

The big news item on November 30, 2022 was the advent of ChatGPT; Artificial Intelligence applications which many believe are used exclusively by big businesses.

This does not have to be true as there are many applications we share that have usage in a small business.


Article of the Month

"No plan B"; the subtitle to Van Morrison's Born to Sing album. The idea of no plan B also applies to a small business when you think (or is it when you don't think) about when the time, or opportunity, comes that you can sell your business. Generally speaking, a small business owner gets less money when they decide to close their business.


Book of the Month

"Escape from Cubicle Nation" is the March book of the month. While directed towards those working a corporate job and wanting to become an entrepreneur, we remind readers about utilizing their gut feeling to make decisions in their business.

After all, you did use your gut feeling when you decided to open or purchase your business.