The Customer Corner, Volume 3

Last week, we discussed suggestion selling. Simply suggesting to your current customers additional purchases that compliment their main purchase. (Do you want fries with that?) This week, I want to stay on topic with a different slant.

Most businesses simply need to do a better job of communicating with their current customers. It is not that hard to stand above the competition. Some simple but direct questions about how your current customers see your store.

1. Is everyone greeted when entering your store? My wife and I went out to eat over the weekend and as we approached the hostess, she actually looked away, grabbed two menus, then looked at us and said, booth or table? No hi, how are you, thanks for coming in, etc. That set our tone for the whole meal.


2. Do your customers get 100% of your associates attention? Later that day, we entered a store and I observed the cashiers. One was checking out a customer and the other one had no one at her station. The customer was being totally ignored as they discussed a movie and how they both hated it.


Could either one of these examples happen at your business? Do your employees understand how they treat customers? Do you have regular training to teach your employees? What about secret shoppers? Good customer service does not just happen, you have to work at it. When you are working so hard to get people into your store, you need to make sure they are treated correctly when they arrive.