Does your customer service need
improvement?
For a brick and mortar
business to survive they need to give their customers “excellent custom
experiences” today and tomorrow.
When a
business or organization is pushed to the limits and challenges everything they
are doing, this is called “Red Teaming” or Stress testing. In retail business, cyber, military or any
other type of business; saying you perform well under stress is different than
actually doing it. It’s time to take your blinders off and look at the
situation you are in.
Macy's
"secret shopping" excursion:
Bryce
Hoffman, author of "Red Teaming: How Your Business Can Conquer the Competition
by Challenging Everything", made a surprise visit to Macy's in March 2017 after
the new CEO took command and had begun his restructuring plan which included
reducing the sales staff at Macy's.
Mr.
Hoffman went shopping at Macy's and wanted to ask a salesperson about one of
their products. He looked for a salesperson for 10 minutes. When he could not
find anyone to answer his question he left the store.
The most
important rule for your salesperson is to be available, on time, have a
positive attitude and be there to answer your customer's questions. If you are
understaffed, focus on teaching your staff to recognize people who are
wandering around looking for something, and what to do when they encounter
them.
(At the
very least have a bell or buzzer at your customer service desk so your
customers can reach your salesperson.)
What are
the three ways of creating "excellent customer experiences" in your
business?
1. Choose
and train your sales persons to be on time, to be dependable, to have a
positive attitude, to be tuned in to the needs of your customers. Have a bell
at the desk, if you are short help, so customers can ring for assistance.
2. Your
salesperson listens to what your customer's want and need for your products to
do and shares the benefits of each product including the price. Your
salesperson has the solution to your customer's problem.
3. Your
salesperson has a passion and knowledge for your products and happily shares
them with your customers. Your salesperson knows everything about these
products and when your salesperson makes a promise they keep it!
As Jeffrey
Gitomer, sales expert says, your salesperson is your "trusted
adviser."
To keep
your brick and mortar business surviving, create excellent customer experiences,
by training your salespersons to be on time, dependable, have a positive
attitude, to be personable, trustworthy, knowledgeable about your product, and
to listen and want to help your customers. Your salespersons are passionate
about your products and enjoy helping their customers solve their problems.
Madeline
Frank, Ph.D., DTM is an Amazon.com Best Selling Author, speaker, business owner,
teacher, and concert artist. She helps businesses and organizations "Tune
Up their Business". Her observations show you the blue prints necessary to
improve and keep your business successful. Her latest book "Leadership On
A Shoestring Budget" is available everywhere books are sold. If you need a
speaker contact Madeline at: mfrankviola@gmail.com
