Store No. 1 had no idea, store No. 2 never even tried to help me and store No. 3 did give me the simple answer but also let me know that I wasn’t smart enough to understand how to do it myself.
In the end, my solution came from YouTube. All I needed was a hairdryer, but that’s for another article.
From my frustration as a customer, I made a list of ten things that really made me not want to go back to any of the three stores I visited.
- Ignoring a customer. If you are busy with another customer or ready to go on a break, don’t leave the other customer without a quick acknowledgement. All it takes is a quick “Someone else (or I) will be with you in a moment.
- Telling a customer why they are wrong. If a customer comes in with a complaint, be gentle. Listen to what the problem is and offer suggestions and or discounts.
- Telling a customer why you hate your job. I shouldn’t have to explain this one.
- One worded answers. Your customers will get the impression that you are not all that interested in the sale or them.
- Making a customer feel inferior to you. They came to you because they believe you know more than they do about the product. Try not to get arrogant.
- Fidget with your phone or other device. Your focus is the customer, keep it there.
- Overselling. It is okay to try to upsell a product but try not to do it by shoving it down their throat.
- Pretty woman syndrome. Only attending to a customer who looks like they have money can sometimes be a “big mistake, huge”.
- Not getting to the point. If you are selling a form of cable TV, don’t try to be my best friend first and then come at me. I already had your service so you just wasted ten minutes.
- Get aggressive. A hostile attitude only gets a customer on the defensive. They should leave happier then when they walked in.
If you or any of your sales reps fit into one of these items, fix it now!