How to Provide Great Customer Service Part Seven

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Sometimes you want to go where everybody knows your name. A key element in providing great customer service is to treat every customer who comes in the store as if they are Norm Peterson walking into Cheers on that old sitcom. All employees must treat the customer as if they are happy to see them. One key to this is to hire employees who really are happy to see the customer when they walk in the door.

All stores have regular customers. Whenever possible, employees should make the effort to learn those regular customers’ names. Even if the name isn’t known, all customers should be greeted with a cheerful hello. In fact, all customers should be treated as if they are a regular customer.

I have had places that I went out of my way to shop at in my life. Many people do just that. The reason I went out of my way wasn’t superior prices or a great location. I shopped at these places because the employees were friendly and helpful.

Joe Girard, the greatest salesman in the world according to Guinness Book of World Records, tells us that everyone influences the purchases of approximately 250 people. If you alienate one customer, you are potentially alienating approximately 250 people. It is highly likely that, if you provide bad customer service to a customer, they will tell approximately 250 people about their bad experience. However, unless the service provided is way above and beyond normal, it is highly unlikely that a person will tell anyone about good service they receive. All employees should seek to provide service that will inspire everyone they come in contact with to tell their 250 people about the great experience that they had.


Disclaimer
The opinions or advice listed in this blog or website should be used as a place to start only. It is not a substitute for the use of a professional.
Please be sure to consult your attorney and/or accountant with any specific questions.
There is no one right answer to any business question that will cover all circumstances.
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