And now it is going to work to the retailers’ advantage.
Now that so many grocery stores, gas stations, banks…you name it, have moved to
self serve, or barely serve, those of us who actually want to serve customers
can stand out.
Retailers have difficulty trying to differentiate
themselves with subtle offerings. Everyone wants to ‘WoW’ the customer and ‘go
the extra mile’ – really trying to out - do the competition. Some are still
talking about that, although few actually manage to do it.
Some manage to do it in a genuine way, and that’s
wonderful. Like Johnny, the bagger – no one can dispute the fact that he is
adding value and really making a difference for the customer. Again, being
genuine is the key.
Anyway, the great news is, there is so little being done to
be ‘nice’ to customers these days that just being ‘nice’, respectful and
considerate will have an impact. In other words, just doing the job as it was
meant to be done will be appreciated and, sadly, will ‘WoW’ some customers. I am
surprised, myself, these days, when a clerk or server is smiling and pleasant
and nice to me. But why am I surprised?
The answer is simple…because it’s become a rarity.
Imagine!!
So try to think back to when customer service meant serving
the customer, not just being there – standing there like a pylon hoping no one
asks anything or wants a smile during the exchange of money at the cash desk.
It’s so bad out there that some employees should be forced to wear warning signs
around their necks so unsuspecting customers can avoid them.
We have to mention, as we always do to those of you out there
who are good retailers offering the customer the courtesy and respect they
deserve… thank you and keep up the good work. No offense, to you, is intended.
Now,
here is what you can do to take advantage of the fact that
Everything Old is
New Again:
Smile and greet your customer, preferably by name
Ask about her Aunt Edna’s little dog, Fido
Pay attention to her and if you notice she has a new hairstyle or is wearing a
new dress, compliment her
Tell her that those candies she loves so much have just come in
Chat with her while she pays for her purchase and ask her if there is anything
else she needs
If she pays with cash, hand her the change properly
Wrap her purchase with care – respect her new item
Politely hand her the bag and thank her for coming in
Tell her it was so nice to see her again
Invite her to come back anytime at all because she is always welcome
Tell her that if there is anything she needs, just give you a call, or stop by
This is what happened in the early 1900’s through to, say,
the 1970’s.
If you can do what we suggest above, you will be way ahead
of many other retailers. Honestly, that is all it will take.
Forget WoW for NoW
-Start with Nice!!!
DMSRetail Team
