Retail Musings

"How can money be the root of all evil, when shopping is the cure for all sadness..." Elizabeth Taylor

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Recent blog posts
What Do You Want Your Customers to Say After ...

You’re probably asking “Am I supposed to know what my customers say when they leave?”

You might well be thinking:

  • I want them to say “Goodbye.”
  • Why do they have to say anything?
  • I hope my customers leave town!

How could knowing this possibly be important?   Why do you want to know what your customers say after you’ve served them?

Easy.  It’s a test.

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Posted by on in Customer Service
Telephone Customer Service

In today's high-tech world, the one communication tool that remains a constant is the telephone.  Using the telephone competently and courteously is essential to customer and client satisfaction.  Poor telephone etiquette can have a disastrous effect on your telephone customer service - and bottom line.

Here are some tips for providing excellent customer service:

Preparation:  Have a fair idea of what you are going to say in advance of your telephone call.  Have a mental script you can fall back on if the conversation wanders.
Introduction:  When we meet people face to face we often introduce ourselves with a handshake.  On the phone we must do this verbally by greeting the customer with genuine warmth.

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Posted by on in Customer Service
Retail Robots Begone!

I recently met a genuinely funny man ... funniness beams from him.  In fact, I'd met him a few months earlier at a seminar I was running on the Gold Coast but didn't realise it.
To ensure that mobile phones don't blast my seminars (because I want people to absorb what I'm saying, not just 'attend')  I always give people the choice of turning their phones off, onto vibrate, silent or leave them on.  The only thing is:  If they choose to keep it on and it rings in the seminar, they will be asked to stand and sing "I'm a little teapot" and do the actions.
Back to my story:  He came in late to the seminar and missed the message.

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Posted by on in Customer Service
Enthusiasm!!!

Either this fellow is dead or my watch has stopped...Groucho Marx

Walk down your street or through your local shopping centre and look for enthusiastic retailers.  You'll have to check your watch.  It's as though the majority of them have been hit by a time delay spray.
Ardour; Fanaticism; Ebullience; Devotion; Eagerness; Excitement; Verve; Willingness; Eccentricity; Help; Devotion; Co-operation; Intensity; Obsessiveness; Vitality.
Do you think that's a tad over the top?  Perhaps you're scared of having this effect on people.

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Posted by on in Customer Service
Customers and Their Mobile Phones

Customers wake up to yourselves!   We are constantly hearing about the less than average service you experience in shops.  Clever shop owners are doing their utmost to make your shopping experience an enjoyable one - they're picking the right location for you; decorating the shop to delight you; have the music you like playing whilst you browse; stocking just the right products for you; pricing products at a pricepoint that appeals to you; employing and training staff on how to best take care of you.   And what are you doing?  You're talking, talking, talking on your ROTTEN MOBILE PHONES - expecting to get A1 service!
Are you mad?  Ever heard of the word discourteous?   Actually, let me be blunt ... it's just BLOODY RUDE!!
IF you want service, do you think there is a slight possibility that you could exist for a wee while without the phone glued to your ear?  Makes it rather difficult for staff to assist you. 

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