15 Techniques When Dealing With Customers
by Michael B. Wasserman (Mesa Imports, Mesa AZ)
| (1) | Remember...you're in the PEOPLE WORK business not the paper work business.
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| (2) | Make your customers (shoppers) feel important. They're essential to your
business.
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| (3) | Greet every person that walks through your doors immediately. Make
strangers feel as welcome as regular customers.
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| (4) | Say "How may I help you?" or "How may I be of service?" rather than "Can I
help you?."..or even worse..."Did you want some help?"
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| (5) | The customer always comes first when it comes to your job priorities. A
customer takes precedence over talking to other employees, arranging the lot
or paperwork.
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| (6) | Don't talk "shop" business in front of customers. Don't take or make
personal phone calls when you're serving a customer or when customers are in
the immediate area. Don't talk around or over the top of customer's heads.
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| (7) | Accompany people to the right area or department rather than merely
pointing and saying "It's over there."
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| (8) | When speaking to anyone about credit problems or any difficulty, politely
take them away from the area of other customers to speak with them in a
non-public area.
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| (9) | Use more creative wording than the tired phrase "Have a nice day!" Be more
than a robot with your speech.
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| (10) | Make the leaving as pleasant as the greeting. Always say "Thank you.
Please come back and see us again." or "We appreciate your business."
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| (11) | Send Thank-You notes for purchases and future business.
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| (12) | Ask that they call you if everything did not meet their satisfaction. You
want then to tell you, not 10 other people.
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| (13) | Make follow-up calls after the sale. Answer any unanswered questions.
This is the time you can correct any problems.
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| (14) | Put on your "customer glasses." Look at all aspects of your business
front the perspective your customer sees. What can you do to improve it?
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| (15) | Be easily accessible for those with physical limitations.
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