Excellent Customer Experiences During Difficult Times by Madeline Frank, Ph.D., DTM

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