What is more important than the customer

Two events this week that I want to use as our coaching time.

The first occurred in a convenience store. I stopped in to get a bottle of water and a energy bar. Obviously, there was a problem at the store with a supply shipment that had just been delivered.

As I was paying for my items, the only words that were said to me was the price of the item. The rest of the time, the clerk was talking over her shoulder to other employees trying to get the problem fixed.

I don't want you to get the wrong idea of these blogs. I didn't leave there thinking, don't they know who I am? I left there thinking, I wonder how many times we allow our problems to get in the way of serving our customers.

I am not talking about the customer is always right. In fact, I don't subscribe to that theory. What I am talking about is sometimes we get so busy with doing what we are supposed to be doing, we forget that it always comes down to the customers. Some questions to think about:

1. When customers enter your store, are they greeted? I don't mean people muttering welcome "x mart". I mean someone who looks them in the eye, thanks them for coming in and sees if they need help?

2. When customers need help, do you tell them or show them. I love to ask someone where something is located and have them say, I will be happy to show and then they take you there. Sure beats the answer, it should be about half way down Aisle 237 on the top shelf.

3. Do you have a ten feet rule? If you come within ten feet of a customer, do you greet them?

The other occurance happened in a big store. A big store with big overhead and big advertising budgets. The store was busy and I was shopping for some boots. In fact, I was trying on boots. (hello, buying sign) The store associate walked by me three times and did not say a word.

To his defense, he was waiting on a customer. I did not expect him to leave that customer. All I wanted was, Sir, I will be with you in just a few minutes or I have help coming. Anything would have been great. Instead, he walked by the third time, look me in the eye and gave no greeting, I put my old boots back on and walked out.

In this economy, in any economy, we have to take care of the customers. And with today's customer service, it is not that hard to raise above the pack. You have to do the following:

1. From the first interview to your employees final day, you have to make sure that they know that without customers, there is no need for employees. This has to come from the top.

2. Train it, live it, coach it. Customer service has to be a priority and the employee has to have freedom to provide that customer service.

3. Coach up when you see bad customer service, praise when you see great customer service.

If it is in your culture you will win.