Here's a post you might want to share with the staff.
There are a lot of similarities between dating and delivering a memorable and effective customer experience. Here are few things that would make them both go well.
1. Make a great first impression. This is especially important on a first date or the first time you meet a customer. I can’t imagine a better first impression than a smile and a warm welcome. Saying “how may I help you” does not make a good first impression.
2. Use good manners. I doubt many people with bad manners get a second date, and they may not see a customer again, either. Say please and thank you. Open the door. Walk your customer out. Thank her for visiting. Put into practice all of the good manners your mother (and others) taught you.
3. Show genuine interest in the other person. One of my favorite movie scenes is in that oldie but goodie, Beaches, when Bette Midler talks on endlessly about herself and then says to the other person, “Enough about me. What do you think about me?” That makes for a bad date and a poor experience. Take the time to get to know the other person, and be sure and listen with both your ears and your eyes.
4. Share your interest. A great date is when each person learns something about the other. Of course, in the store experience that translates into showing your customer some of your new and favorite products. Shouldn’t every customer get to experience that?
5. Follow-up if you hit it off. Remember when you had a really good first date, and you were looking forward to hearing from the other person? Or maybe you were the one who couldn’t wait to ask someone out again. When it comes to following-up on a great customer experience, you are definitely the one to follow-up first.
If you and your customer hit off, and especially if she makes a purchase, a thank you card or a follow-up phone call is in order. You could even call to tell her about another new product or event. Believe me, if the date... I mean the experience, went well, your customer will be happy to hear from you.
While you can use any of these tips on your next date, I suggest you pick one of them to use with your customers today.
So let me ask, which one will help you deliver an even better experience? I would also encourage managers to use this article as a conversation point in your next staff meeting or Take Five.
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Doug Fleener, a proven retail and customer experience expert and speaker/consultant, helps companies dramatically improve their customer experience and their sales results. Visit the Dynamic Experiences Group website, or call Doug at 866-535-6331 to discuss how he can help you create extraordinary results. Learn about Doug's keynotes and workshops at DougFleener.com.