It’s vital that your staff make sure that a customer’s purchase and experience is right. It doesn’t matter how good a barista is if she makes the wrong drink.
That’s why retail associates must take responsibility for what a customer is buying, whether or not they helped the person select the product. It only takes a few seconds to discover why the customer is buying a particular item.
If they’re the buying the right item, great! If there is something else the customer should consider, it’s great service to suggest he/she looks at it. If he’s buying the wrong item, the associate just saved the customer time and frustration, and the store from getting a return.
So let me ask, does your staff take responsibility for everything a customer buys?
- Doug Fleener
I speak, consult, coach, and offer online trainings to retail, hospitality, banking, professional services and other customer-focused companies and associations. Sorry, but I don't do windows. Learn more about DougFleener.com.