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specialists in enhancement and management of human performance |
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Two things recently caught my attention. One was a TV commercial by Circuit City that declares they want their customers to feel that they're taken care of by their Customer Service Team. The other was a radio segment by a Bay Area satirist. He dramatized an incident being on-hold with a really big company. The recorded message said they really understood the importance of his call, they really wanted to hear from him, and they appreciated his waiting until they could get to him. He knew that it might take hours, days, or even longer to reach them! Still, he didn't care: the company had assured him how much they cared about him. (This whole drama clearly alluded to Microsoft, with its horrendously long wait for technical support.) After leaving him on hold forever, someone finally answered his call, and then disconnected him. He had to start the process all over again! These two spots got me thinking. Companies of all sizes talk about Customer Service: as the big company said, "we really want to hear from you!" But how often do their actions match the hype? Large electronics or office equipment stores talk about Customer Service, about their staff always being ready to help you. Often, it's true. Many times when I've walked into these stores, I've had to search for a salesperson to help me. Either that, or I've had to wait for a salesperson to finish a phone conversation before they even acknowledge that I'm there! Companies are spending big advertising dollars to tell us how they "put the customer first." You've heard the commercials. Have you ever waited in a long line at a bank because most of the tellers were out to lunch? What about those times when you walk into a store and the salesperson is suddenly glued to your side, when all you want to do is look around? Then, when you made your choice, you feel that you're in an empty cavern, with not a soul in sight! Do you really feel served, when a business and its employees behave in these ways? If you're like me, you probably feel they care less for your needs and more for their own! Actions speak louder than words. Let me make a few suggestions that will help you keep your customers satisfied: Many business people shop or do errands during their lunch hour. Why not stagger your staff's lunches, so there is always an employee available to help? After all, if everyone takes lunch at the same time, who's left to serve your customers? If your employee's on the phone when a customer walks in, have them stop and greet the person in front of them. Your employee could then either assure the customer they'll be taken care of very shortly, or get another staffer to do so. Remember this one: don't crowd customers! Crowding makes people uncomfortable and actually discourages them from buying. Have your staff ask a few questions or make a suggestion or two. This could help customers get more focused on what they're looking for. If customers want to browse, have your staff give them room to do so. Instruct employees to keep an eye out for when the customer has made a decision. Then have them be available to help with questions, last-minute details, and to close the sale. These sound pretty simple, don't they? Sometimes we forget that common sense and courtesy are what customers really want most. Remembering and practicing these simple ideas will go a long way with your customers. A happy customer stays with you a lot longer, too! Common sense just makes good business sense! (NOTE: Allies Consulting offers Customer Service and Communications Skills programs that can meet or exceed your expectations; they are designed to deliver real results. They also leverage our other programs, magnifying your ROI!)
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