I wasn't planning on writing this post (it jumps ahead my next two articles: Twitter Tips and Even More Penny-Pinching Marketing Ideas), but I went shopping today. I hate shopping; normally. But today I enjoyed truly great customer service! The dressing room attendant at Old Navy was extremely pleasant, but she added to the experience in several ways:
She mentioned similar clothing to customers as an up-sell
She complimented the customers
She even called someone on the floor to bring a different size to the dressing room for a customer!
I think this should be standard operating procedure for all stores, but it isn't. It was noticed by myself and my friend. We left that store feeling good about our purchases, and in today's economy, I think everyone needs to feel good about the money they spend.
Next, we went to a shoe store that had these amazing “Doors” Chucks (for my son). Unfortunately, they were not the right size. The cashier not only checked for the size we needed, but checked headquarters when they weren't in the store. We could have them delivered at the sale price and $5 shipping. Then she got the catalog out to show us some of the other designs that my son might like but were sold out. When I found a pair of heels on sale for only $10, she checked for my size. Instead of just telling me that they were out, she brought several other pairs in the price range that I might like!
As we left, my friend said “Wow, we have gotten the best customer service today!”
So, what did we learn about great customer service?
Be pleasant
Work up-sells into the conversation naturally
Be complimentary
Offer to have the merchandise delivered if not available
Go out of your way to show the customer other options they may want
Help your customers feel great about spending their money with your business!!
Customer service is one of the easiest ways to market your company and stand out from the competition. Great customer service does not go unnoticed. People will tell their friends. And, of course, don't forget to smile!!
Jayne
