When a post is titled "Like or Love" you might think I am going to recommend that Facebook update the Like button. It would actually be interesting if they added a Love link next to the Like link, but that would require yet another new layout I'd get lost navigating. But I digress.
Like or Love. Most employees like working for certain companies or managers; some even love it. I think that's fine if you're a typical retailer who competes on price, promotion, or convenience.
It's not fine if you're a retailer whose competitive advantage is your staff and the in-store experience they deliver. Like doesn't get it done.
Think about the difference between two people telling you about a local restaurant. One of them really Likes the restaurant. They will tell you where it is, why they like it, and maybe recommend their favorite dish.
The person who Loves the restaurant will share the same information, but with more passion, energy, and conviction. They wouldn't be just telling you about the restaurant, they'd be selling it. The Like person would say try the shrimp, and the Love person will tell you that you HAVE to try the shrimp.
While you may or may not end up going to the restaurant, I believe the Love person gets you to make a decision on the spot. I'm sure the person who Loves the restaurant sends a lot more new customers to the restaurant than the person who merely Likes it.
Can you really staff a store with more Love than Like people? I don't think you have a choice if you're a specialty store that needs its people to sell with passion and conviction.
So how do you do that?
That's next week’s post. Today, I have a homework assignment for you. Okay, homework may bring back bad memories so let's call it a challenge.
As you go through your day today I want you to label every person you interact with in a work setting (either your work or theirs) as either a Like or a Love person.
Does the barista Like or Love their job?
Does the bank teller Like or Love their job?
Take a walk through a few of the stores at the mall or downtown and determine if the employees you meet are Love or Like associates. Big hint: If they don't engage you, they don't Love their job.
Look at your own team and determine the ratio of Like to Love.
And finally, look in the mirror. Is it a Live or a Love person looking back at you?
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Doug Fleener is a proven retail and customer experience expert that helps companies dramatically improve their customer experience and their results. Visit our website or call Doug at 866-535-6331 to discuss how he can help you create extraordinary results.
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