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

Get Unstuck

It’s all too easy to get stuck in our thinking.   Add to that the power of words which every time we utter them reinforce our current view of a situation or our feelings, and it’s like moving in quicksand. All week I’ve been speaking with sales teams who are...

Structure is the Key

If the business world in Australia goes into hibernation, what on earth do we as salespeople do?    Well I guess we could pull up stumps and “go home” mentally and turn our attentions elsewhere.  That’s certainly one option. My question about that though, is what...

The Hidden Impact on your Customer Facing Teams

Bushfires.  Coronavirus.  Global Recession.  Mass layoffs.  Daily updates on social distancing.  Industries disappearing.  Queues at Centrelink.   It’s rough.  Could get rougher.  Could?  Let me change that to probably will. For the industries who still have...

How to connect despite social distancing

Life has just jumped tracks.    One minute we were heading into a recession…but we kind of knew how to handle that…and we could prepare ourselves for less spending by less individuals and businesses…It would hurt, but it was something we could handle. Coronavirus...

How to sell in a recession

It’s coming.  Some say it’s here.  We dodged the last one….just.  This one is seemingly unavoidable. Selling is easy when the economy is buoyant, when confidence is high and employment is so abundant people are quitting jobs to pursue their passions. Relatively...

Coronavirus Update

These certainly are interesting times we’re living in, aren’t they?   With each day comes new information and new restrictions about the way we interact with one another to protect ourselves and those most vulnerable to Coronavirus.  I wanted to reach out to you...

One thing impacts something else

We don’t just transform in one way without transforming in other (sometimes unexpected) ways.  We just don’t.  I used the example of extreme weight loss in another article, so let’s return there for the purpose of example.  In losing say, 37kg in weight a person will...

Staying Hungry and Humble

There is a truth in sales that must be accepted in order to be truly successful and to ensure that success is continued.  And that is that we never pass go.  To use the Monopoly Board analogy, we may step on the destination but then we move beyond it…over and over and...

Acting As If and Imposter Syndrome

At some point in our career, each of us feels like we’re going to get the tap on the shoulder to tell us that the game is up.  They’re finally onto us…nice try but we’ll take it from here.  Imposter Syndrome.But where does Acting “As if” fit into this, and is it the...

Service is a privilege

To be of service is a privilege.   There I’ve said it.  It’s the fastest way to right size yourself, to put your ego well and truly back in its place and to live a life of legacy and purpose.  Not everyone sees it like this. Service isn’t related only to a job, a role...