1. Answer the telephone within three rings. And have a specific store greeting everyone must use.
2. Keep the checkout counter, and the area behind it, clean and neat at all times. Add an irresistible display that's set to sell. If you have a sign that reads “Ring bell for service”, add one word to make it customer-friendly: “Ring bell for quicker service.”
3. The associates working the checkout counters must be thehappiest, and most eager-to-help people that you have on staff. How they handle the transaction often determines what customers tells their friends about your store.
4. Make greeting every customer a non-negotiable store policy.Acknowledge every customer you see in the store. "Implement our 7-Tile Rule™": If you come within seven floor tiles (7’) of a customer you’d better smile and say hello.
5. Always apologize if the store has made a mistake, has inconvenienced a customer, or if a product is defective. Even if it’s not your fault. Then fix the problem and the customer. The customer will remember that her problem – and her feelings – were important to you.
6. Personally respond to every customer who takes the time to offer a suggestion to help the store, or to complain about something that they didn’t like.
7. Offer “Curb Service” for those customers who cannot easily leave their cars. Customers call in advance, you handle the transaction over the telephone, and when the customer pulls up, you take the product to them. This is a wonderful service for disabled customers, elderly customers, and new parents.
8. Feature your willingness to special order items, and brag about the speed of delivery.
9. Offer to check customers packages while they shop, and offer to check their coats in the winter.
10. Keep a basket of umbrellas for customers to use to load their cars when its raining.
COPYRIGHT KIZER AND BENDER . ALL RIGHTS RESERVED
