Even though Black Friday has begun, there is still time for retailers to increase their chances of having a good holiday shopping season. We all know customer service is important, but it’s critical during stressful times like the holidays. And when the economy is sour and people want the most for their money, one of the best things your company can do is take steps to improve their customer service.
Remember, customers come to your company to get something they want. The companies that do the best job giving them what they want (in a way that is sustainable for them) will be the winners. They’ll get more customers, more repeat business and more referrals.
So, get the most from this holiday shopping season by offering your customers Amazing Service. Here are ten ways to make it happen:
1. Put your customers first
Remember, your customers come to your store to get what they want. They believe you can help them. (Otherwise they would have gone somewhere else.) They have chosen you! Honor their choice by doing everything within your ability to help them. This means focusing your attention and efforts on discovering what they want and helping them get it. You put their interests and desires first. It means your sole motivation is helping them get what they came for.
When you begin talking with a customer, stop whatever else you are doing and focus on them. Make appropriate eye contact, listen, nod and show them you are paying attention. Some people take notes when listening, to ensure they get everything the customer is saying. Certainly you should ask questions to confirm and clarify that you understand. As you listen to your customer, don’t pre-judge what they’re saying. Keep your mind open so you hear everything. And remember, listening is a full-time job!
3. Have fun
This is SUPPOSED to be a fun time of year. But for many people it never is because of the stress they subject themselves to. You can help them get back to the fun of the season. Have fun by giving them an unexpected and positive experience. Enjoy your work and your co-workers and your customers. It’s not about goofing off or wasting time. But it IS about finding ways to bring fun and joy into your work and bringing your customers along for the ride.
4. Be flexible
Our goal is to help our customers get what they want, within our ability. So we always need to look for alternatives. We need to be creative. We need to think beyond the first solution that comes to mind when we’re working with our customers. Being flexible means offering customers more than one solution. By offering choices we’re making it more likely they’ll get what they want. There are few things worse than being a customers and someone says “that’s the only way you can do it”.
It also means being willing to try new things and go the extra mile for customers. It means being a problem solver rather than an order taker. Customers know the difference.