PEOPLE PLEASERS!

THE GOOD:  If you want to build a loyal customer relationship you should consider treating the customer the first time they visit your store with an unexpected surprise.  As an example, the last time I went to Mexico at the hotel check-in desk my wife and I were pleasantly surprised with the delivery of 2 pina coladas. Do something to surprise your customer that is unexpected.  A couple pieces of chocolate when they enter or even some networking coupons to businesses who in turn distribute coupons for you would be good.

THE BAD:    Nothing is more frustrating as a customer than to enter and not be greeted or asked what was needed.  To stand in a store with money in hand and no one paying attention to you is inexcusable.  Worse even is the employee or owner taking a personal call when you are there.   If your busy at least acknowledge the person and let them know you’ll be with them asap.  Get off the personal call immediately if a customer enters.  You never want to look bad to a customer.

THE UGLY:  There are times when the last experience a customer has after leaving your store is out of your control.  The town where my retail location was located ran a parking meter ticket program.  If the meter enforcement officer saw you enter a store and not plug the meter you were instantly issued a parking ticket.  Do you have any idea how many irate customers this created.  Close to 100%.  Every positive I did for the customer experience to be a good one from the time they entered until they left was just wasted by a 2$ parking ticket.  I went to town council meetings about this and the reaction from the mayor was to cover his ears.  Nothing changed nor has it since.  Somethings are just out of our control and it can get ugly fast.

There’s a term CEM (Customer Experience Management) which many business coaches use to teach how the customer should be treated.  Most of the training is just common sense.  Ask yourself, “How to I like to be treated?”, and you’ll have the program down.