Is
there a blue print for amazing customer service? If so what would it look like?
For businesses to survive whether they are
brick and mortar or online they must create amazing customer experiences.
I have been buying groceries at Farm Fresh Grocery Store in
Poquoson, Virginia for several years. Their cooked food department has amazing
customer service and their customers keep returning for their tasty food and
line up to buy their freshly cooked products daily.
What makes this store so special?
The Manager and assistant cooks know me by name and I know each
of them by name. We have a "relationship". Customers enjoy buying
from people they like and trust. Friendly helpful sales service makes your
customer feel special!
We ask about each other's families and they are willing and
happy to spent a few seconds talking to you. The employees are not only
knowledgeable about the layout of the store they are eager to help you find
something. They are also quick to engage you in conversation if you look like
you have had a hard day at work. They are eager to offer a caring ear and other
times point out a bright spot that you hadn't recognized.
They care.
Happy customers tell their friends and neighbors about their
experience. Word- of - mouth sales will continue to be the top generator of
business in any business. Creating a fantastic customer experience primes the
pump for telling their friends and neighbors about their experience.
The chef is quick to tell me "I just made up some fresh
roasted chicken, Madeline, you owe it to yourself to try some."
When you make your selection they will wrap it up or if they
have run out of it, will tell you it will take 10-15 minutes for them to cook
up your selection and to please continue shopping and they will have it
prepared for you when you return.
What
are the three steps for your blue print to have amazing customer service at
your business?
1) Hire for attitude. Your salespersons must have a positive
attitude and smile at their customers. They are friendly and have a caring
attitude, know their customers names, and truly care how their customers are.
Your salespersons are personable and they enjoy their job.
2) Your salesperson "listens" to what you customers
want and need to know about your products and then tells your customer the
benefits of each product and the cost.
3) Your salesperson is passionate and knowledgeable about what
they are selling and knows everything about the products they sell. They enjoy
helping their customers solve their problems and become friends and as expert,
Jeffrey Gitomer says become a "trusted adviser" to them.
By following this three step blue print for amazing customer
service there will be a line of customers waiting to do business with you.
Madeline Frank, Ph.D. 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
