In keeping with our theme of making 2014 “The Year Of The Customer!”, I thought I’d continue with another two articles on delighting your customers. If you missed last weeks, you can find it on my web site under latest news www.betterbusinessgroup.com.au or www.bundabergchamber.com.au
Next tip is pretty obvious, but so often overlooked ... SMILE for your customers! Mountains of books, training notes, personal development courses etc have been written on the power of a smile … because it’s true. Think back to a time when you had your spirits lifted by the magnificence of a beautiful smile. I'm guessing your whole mood changed. I'm sure, you felt good about yourself and the person in front of you, simply by a smile. Have some fun with your team and practice smiling with each other.
The next tip is "Breaking the ice". Nothing beats a non-threatening icebreaker. The best icebreaker for a browsing prospect is a general, friendly comment, it might be about the weather, or for women, what they're wearing etc (men, be careful with this one, you might just land you in hot water if you say the wrong thing .. As we tend to to). Not one specifically related to selling them something… leave that until just a bit later! So, start out only with a positive general comment.
Why not get your team to develop a series of fun, non threatening ice breaking topic points.
Next customer delighting tip is - Let the customer doing something. If the environment is right, have them sit and play with the item, test it (like test driving a car), have them interacting with the product or service so they feel comfortable and of course, start to develop a sense of "ownership". What can your business have the customer interacting with immediately or testing?
Lastly for this week, a personal bug bear of mine is the teams personal appearance and grooming. First impressions are vital. Staff who present themselves appropriately for their industry will always do better and get more repeat business. What’s appropriate for staff in a surf shop would not be appropriate for corporate office (unless your business is staffed by Gen Y and is indicative of the customer base, example the offices of Google)
I look forward to sharing more Customer Delighting Tips in next weeks news.
To Your Business Success