It’s Showtime!
Lights – Camera – Action! The Curtain goes up and it’s time for you to deliver the performance of a lifetime. Yes – It’s Showtime!
Think of the sales floor as your stage. And as you enter the stage your audience (the Customer) expects you to give them the performance of a lifetime. Each time you begin your job you should think of your work area as your stage. It’s on your stage that you are able to deliver a quality customer service experience to our Customers. After all – customers are the lifeblood of our business. Without them – you and I wouldn’t be here.
Yes we can offer special prices, quality products, beautiful displays, special promotions but it doesn’t guarantee that they will return. Great customer service is bringing customers back and the key to bringing them back into the Store is you – and how you made them feel. Did you make them feel special? Were they happy when they left? Did you treat them with respect and dignity?
We all work for a common purpose, the reason we’re in business–
Common Purpose –
We create loyal customers by
providing quality, low cost groceries
at the best prices in town.
During each performance we need to remember the Common Purpose and based on that we need to Surprise and Delight each and every customer. Studies show that customers who are given exceptional customer service are better customers than those who are given just good customer service.
They buy more and they stay on longer as customers. Every so often, surprise and delight your customers by doing something truly extraordinary. For example, ………………………………………………………… You will be surprised and delighted yourself when you see the effect this simple technique can have.
Act 1: First Impression
As with any performance – you set the audiences’ expectations with your very first impression. Why are first impressions so important? When we first meet someone we judge them (right or wrong) on a number of factors:
- their physical appearance – how they are dressed – their posture – their confidence – their ability to communicate (speak articulately and listen actively) – their social graces – are they friendly – their smile – the non-verbal gestures they send (positive, negative, congruent) – their eye contact
- What are some of the contributors to a positive or favorable first impression?
- a genuine smile – a firm handshake – confident, open body language – good erect posture – eye contact, but not staring – the ability and willingness to listen – good verbal skills and vocabulary – appropriate dress for the occasion – good personal hygiene – asking the other person questions about them (showing an interest) – keeping your ego (the need to look good, manipulate or control) in check.
Article Source: http://EzineArticles.com/?expert=Tim_Connor
Let’s take this opportunity to visit our company’s Appearance Standards. What type of first impressions do you make on people?
Act 2: Put the Customer First
The basics for your performance should be to Put the Customer First- after all there the reason we’re here. If not for the Customer we wouldn’t have jobs. So to help you remember how to put the Customer first just remember S.E.R.V.I.C.E. which stands for:
S mile
E ye Contact/Body Language
R Respect and Welcome
V alue to the customer
I nitiate customer contact
C are
E nd with a Thank You Let’s address these separately –
Smile – At every customer you come into contact with (and don’t forget your coworkers).
Eye Contact/Body Language – When you’re talking with someone look them in the eye. It lets them know that you are paying attention to them.
Your Body Language should say yes – I’m here to help. Not arms crossed (I can’t be bothered), hands in the pockets (I’d rather be somewhere else), or hands on the hips (I really don’t have time for you). Be open and show that you care.
Respect/Welcome – Treat the customer as you would a guest in your home. Say hello. Treat them as an individual. We’ve all heard that the customer is always right. If the customer is always right – does that mean, we (the company) are always wrong?
Remember – Customers deserve to be wrong with respect and dignity.
Value to the Customer – The Dollar doesn’t go as far as it used to so there are many new faces in the store. Let them know that we offer quality products and the lowest prices. Let them know if they can save money with a different product. Is there a coupon attached to the package? Everyone loves to save money. Show them the value of shopping with us.
Initiate Customer Contact – If a customer keeps walking by you – chances are they need help. If a customer is in your area – start a conversation with them. Ask them if they found everything.
Remember – If they need directions to a product take them there. Our aisles are big with a lot of items on the shelves and can be a bit confusing for our customers.
Care – Be sincere with your interactions with our customers. Listen to what they’re saying – don’t assume you know what they want, what their problem is…. only they do.
End with a Thank You – Doesn’t matter if it’s at the register or down the aisles – always close the conversation with a “Thank You”.
After all – don’t you want to thank them for shopping with us? It’s because of them that we are here.
Act 3: It’s All About Expectations
In a market as competitive and challenging as this one, simply attempting to meet our Customer’s expectation is no longer enough. We need to build our business and work habits around the idea of exceeding those expectations at every opportunity.
So what do our Customers expect from us?
• Price – Lowest price
• Quality – Same (if not better) Quality products offer at the conventional stores
• Quick & Easy – Finding items, paying for them and out the door quickly
• Knowledgeable – When Customers ask the questions, you have the answers
• Safe & Clean – Customers shopping with us feel safe and secure
• In Stock – Shelves are stocked so when the Customer reaches for an item – it’s there
• Guarantee – Customers buy items knowing that they are fresh, of the highest quality
And how do we go about exceeding our Customer’s expectations?
• The prices on the shelf, in an ad, on a sign must be the same price that is rung up at the register
• When lines at the register are backing up – open a new line. Cross train other employees to help when lines are long.
• Go the extra mile. Lead the Customer to the product, offer suggestions, make them feel welcome.
• Product Knowledge. Know what the Customer is asking for. Know the different items that we offer and what they are used for.
• Focus on keeping the store clean – including the Break Room. Follow all policies and standards making sure routine jobs are completed on time. Don’t Pass it up – Pick it up! Remember – Cleanliness works hand and hand with providing a safe environment.
• 100% Guarantee – We guarantee all the products that we sell. If a Customer is not happy – we will replace the product or offer a full refund.
• Make sure we’re ready for business – clean up boxes, pallets, wrap, etc. as quickly as possible.
Act 4: Quality Standards
Quality Standards are the operational criteria that ensures the consistent delivery of outstanding service to our customer. They set the stage for our success with our valued customers. In order for us to give an award winning performance we need to know what our customers want. – what quality standards we need to maintain. They are:
• Treat every Customer as a VIP – everyone needs to be given the royal treatment.
• Know the answers to questions – Customers want accurate information, as quickly as possible. It’s your responsibility to know the answers. And don’t forget to offer suggestions when the opportunity arises.
• Go the extra mile – It’s those little “extras” that keep our customers coming back. When a customer asks where a product is, take them there instead of pointing.
• Use friendly phrases/End conversations with a positive – It’s easier to be nice than mean. Show the customer that you care about them. There are times when we have to say “no” but end the conversation with a positive. For example, “Do you take credit cards?” No we don’t because we want to be able to offer you the lowest prices possible and credits cards add to the cost of the product.
• Treat other employees with the same courtesy as our Customers – Remember, our teammates deserve to be treated as VIPs also. They are the people you work side by side each day. Show them the same courtesies.
• Show enthusiasm – It’s Showtime and your work area is your stage. Remember to show our customers your best performance each and every day.
To help us to make sure that we are meeting our customers’ quality standards, we must remember to A.S.S.I.S.T. every customer that we come into contact with.
A sk – How can we help you? Approach the customer, don’t wait until they approach you.
S ize – Do we have the right package? Maybe the larger package is a better value.
S ubstitute – Do we suggestive sell? Offer an alternative product.
I mprove – How can we do better? Ask the customer how we’re doing.
S uccess – How do we model our look? Follow the Appearance Standards.
T eam – Are we being great teammates? Treat each other with respect and dignity. Our customers want us to play a role – a role that A.S.S.I.S.T.s them so their quality standards are met.
Act 5: Pay Attention to the Little Details
1) Answer your phone. Answer the phone within the first four rings and make sure you answer it speaking slowly, clearly and with a smile.
2) Don’t make promises unless you WILL keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and great customer service is no exception. If you say, “Let me find out if we carry that product”, make sure you get back to the customer – don’t just leave them standing in the aisle. Think before you give any promise – because nothing annoys customers more than a broken one.
3) Listen to your customers. Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasn’t been paying attention and needs to have it explained again? From a customer’s point of view, I doubt it. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.
4) Deal with complaints. No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time”. Maybe not, but if you give the complaint your attention, really listen to the problem you may be able to please this one person this one time. And earning a reputation as a customer service champion on top of it.
5) Be helpful – even if there’s no immediate profit in it. The other day I dropped into a local LensCrafters because my lens popped out of my glasses. When I explained the problem, they immediately popped my lens into place, tighten the screws of my glasses and then proceeded to clean them – and charged me nothing! Where do you think I’ll go when I need new glasses? And how many people do you think I’ve told this story to?
6) Take the extra step. For instance, if someone walks into your store and asks you to help them find something, don’t just say, “It’s in Aisle 3.” Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Maybe we don’t carry the item or it’s out of stock – make a suggestion, offer a substitute. Whatever the extra step may be, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.
7) Become a “Yes” Person. It’s easy to say “no”. How many times have you heard “No – it’s against policy”? How many times have you said it? Sure – we all have to say “no” but turn it into a positive by ending with a yes by offering an alternative, suggestion, etc. It gives our customer an option – maybe one they haven’t thought of.
8) Ask for Suggestions/Comments- Don’t be afraid to ask the customer how we’re doing. That’s the way we’ll know if we’re meeting their expectations. If they have a suggestion on a better way to do something, different product selection, etc. or they have comments about the store, our employees, etc. let your Store Director know. After all – who knows what they want better than the customer. If you apply these eight simple rules consistently, we will become known for our great customer service. And the best part? The irony of great customer service is that over time it will bring in more new customers than promotions and advertising ever did!
Finale: So remember – As you take your place on the center of the stage………. It’s Showtime and time for you to give your audience the performance they deserve and expect!