Here’s a Weekly you’ll want to share with your entire team.
A friend and client likes to remind her team, "Retail isn't for sissies." It's hard work, and from time to time you will be rejected. People reject what you have for sale, and sometimes they reject you. It happens.
Here’s an example. I was working with a store onsite, and I asked a sales associate to engage a customer with a particular product. (A handbag, to be exact.) Within a minute, Marti started talking to a customer who had just walked in the door.
Marti told the customer about the handbag and encouraged her to try it on. Marti handed her the bag, and the customer handed it back so fast you would have thought they were playing hot potato. The customer then went on her way.
Afterwards, Marti and I talked about what happened. She asked what she could do with a customer who isn’t interested. I told her that the best thing to do is just move on to the next customer.
Marti said she understood that, but it's sometimes hard not to take the rejection personally. True, and I know that many retail salespeople feel that way.
Here's the key: It's not personal.
As a matter of fact, it's very unlikely the customer's decision to not engage had anything at all to do with Marti. The customer declined the opportunity. Maybe she was in a hurry. Maybe she has no money. It doesn’t matter. It's our job to move on to the next customer who appreciates our help.
Remember, success comes one customer at a time.
Marti agreed that she shouldn't take the rejection personally and was ready to move on to the next customer. Right then a family walked in the door and Marti said with a big smile, "Welcome!" Believe it or not, the man bellowed, "NOOOOOOOOOO!"
That cracked me up. I've heard "no thanks I'm just looking" or "thank-you," but I don't believe I have ever heard someone respond to “welcome” with such a loud and resounding "NO."
At this point it would have been very easy for Marti to take it personally and walk away. She had had been rejected by the last customer, and now this customer didn't respond positively to her welcome. But she didn't. She grabbed a handbag off the shelf, walked right up to the family, and started telling them about it.
Fifteen minutes later the family walked out the door thrilled with their $580 purchase, and Marti was happy that she didn't take the customer's first response to heart. She continued to engage her customer and deliver the best possible experience, and there's no better experience than purchasing the products in that store.
How we treat each and every customer should have nothing to do with how the last customer reacted to us.
Every individual who walks in the door deserves the best possible experience, and that comes from delivering our best. Even if that best was rejected before. It's not personal. Success comes one customer at a time.
So let me ask, how well are you at giving each and every individual customer your best? Remember, your success is based on that customer.
- Doug
---------------
Developmental updates and announcements
* My new training program for DMs, RMs, area managers, and multi-store owners will now start on May 14th. This will give those multi-unit managers who are busy with Mother Day’s an opportunity to participate. Read more about the program and reserve a spot here.
* I’m also running another Four Weeks To Becoming A Next Level Coach And Developing A Winning Retail Team group next month. This is an extremely effective program that has helped many assistant and store managers as well as owners become comfortable in coaching and giving feedback. Effective coaching will help your team sell more, deliver a better experience, and reduce issues and drama in the workplace. Read more about the program and reserve a spot here.
---------------
Doug Fleener, a proven retail and customer experience expert and consultant, helps companies dramatically improve their customer experience and their results. Visit the Dynamic Experiences Group website, or call Doug at 866-535-6331 to discuss how he can help you create extraordinary results.