Have we trained customers to expect too little

Are customers expecting too little of retail?

 

When our customers believe that great service is being greeted when they enter our store we must NOT pat ourselves on the backs as retailers!

Because it’s not great. 

It’s common courtesy. 

A service standard.  And it’s on us.

 

We’ve trained our customers to expect SO LITTLE from us by way of service that now this is cited as good!

Is this the best we can do?!

Of course not.  So let’s do something to fix it!

It’s time for us to raise the bar and make a consistent effort to delight our customers….nay, LOVE us??

 

Here are 3 simple things our brand ambassadors can do:

 

ONE: Connect with every customer

It doesn’t take much.  Just a willingness to do so. 

Take your cues from the customer. 

If they’re looking for a conversation, lean in and have one with them.  Keep it about everything other than your product first: ie the weather, what’s going on in the centre, what else they’ve been up to, what else they have planned….This takes the pressure off you both and allows you to establish other verbal and non-verbal cues to build further rapport in order to make the service relevant to what they tell you matters.

If they’re avoiding eye contact, be busy near them and offer a quiet hello before getting back into your “work”.  I used to wonder why customers would approach me when I was remerchandising or cleaning.  It’s because they don’t feel like you’re going to pounce on them.  It is a softer way of breaking the ice.

 

 

TWO: Seek to understand why they’re in the store and how often they shop your brand

Once you’re talking a bit more, discover what they like about your brand and how long they’ve been buying your brand – not necessarily from your store.  This will give you clues as to what is important to them so that you can reinforce these when you’re helping them to buy.  Is it the style?  Is it convenience?  Is it a service you provide?  Is it a person?  Is it how comfortable they feel?

 

 

THREE: Invite them back to see YOU

I know right…der!  But again, you’d be surprised at how randomly (ie. Opposite of consistently) this happens.  Give them a reason to come back to see YOU personally:

Eg: “We’re getting our summer stock in next week: come and see me so I can make sure you don’t miss out on your size/favourite….”

Eg: “We’re having a sale on certain items next week, so come in so we can get you some bargains…”

Eg: “Wednesday mornings are usually the quiet before the storm: come in and we can spend some time trying on some of the new range so you can see what suits you best / put together a wish list for your home / put together your xmas shopping list for your clients…”  Whatever is most relevant.

 

Build a personal relationship. 

Remember that people buy from people

People like people who like them.  Take the time to invest with customers.  Build your tribe.

Your customers will thank you and so will your business.

 

 

 

 

View our other posts

Why Connection means more now than ever

A big part of my business is facilitating workshops with sales teams and their leaders….these days, all of these are on Zoom.    One of the things that initially worried me was how well I’d be able to connect with the participants as I’m not able to physically...

Hibernation

I’m a Victorian.   Just as we faced the end of stage 4 of lockdown there’s no real end in sight…we’re all just hoping we can have a “normal” Christmas.   Now I know it can seem that the weeks are kind of flying by on one hand, but I think it’s because one...

Output over Optics

Remote workforces are here to stay.    While in many ways we’ve never been so “unseen” the essence of the value we bring to others has never been more exposed than it is right now.  Poor sales approaches, poor leaders, poor company values, poor work practices….ta...

From What if to Even if – A practice of positive action

Things are tough right now.   Regardless of where you live, the impact of the decision for Victoria to effectively close up shop will be felt by us all.  It’s just a matter of degrees.  Victorians will of course feel it more acutely. It is human to be despondent...

WIIFT?

No it’s not a typo.    We’re so used to seeing WIIFM that it makes sense that over time perhaps we’ve taken that on at an extreme level.  In business, it can mean transactional relationships that only exist to get something from someone else, and in society,...

Courage before Confidence

Like the chicken and the egg…which comes first?    Like any symbiotic relationship, one indeed strengthens the other.   When it comes to reasons I hear salespeople giving for not achieving outcomes, “confidence” seems to be reason number one.  Confidence in...

Uncertainty is the new certainty!

We’re all connected.    It’s why the 6 week lockdown also impacts businesses that supply products and services to Victorian businesses, market for them, buy from them, speak with them, learn from them …. as well as the thousands of Victorian small businesses,...

Consistent AND Effective

Sales teams must get into action now.    Yesterday in fact.  Waiting for the mythical “return to normal” has well and truly been debunked with further lockdowns, physical restrictions and extended travel restrictions across Australia. But it’s different now.  It...

Are You Listening?

I keep hearing 80’s band Pseudo Echo playing in my head…   ”I say, you say, weren’t you listening?  Now it’s too late, you’re not listening…”Ahh, such wisdom lads….:)   But let me return to the present day!  Once another person feels like they’re not being...

Recurring Theme

It’s fair to say that I speak with dozens of people directly and indirectly each week.   Most of these are salespeople, sales leaders, business owners and C-Level decision makers.  What concerns me is that in conversation after conversation, organisation after...