Customer Feedback - part 2...
November 24th 2011 07:13
Link: www.theprofitfrog.com
Remember details about your customers - that will surprise them...
Something else I wanted to add.
I am not great with names. I forget names easily unless I make a mental note to associate the person's name with something they tell me or another means to remember.
Today, I was at the front of the garden centre, near the registers talking with a lady about the mango trees (they are sooo popular!)
I saw another older lady walk in, straight up to the register, place her bag down on the shelf next to it and go through her bag. She pulled out our latest catalogue and asked me about the mango tree and all the while as I answered her questions, I was thinking to myself, "I remember this lady, I spoke to her last month... " but I couldn't recall all the details.
She purposefully came up to me, and spoke with familiarity - because she clearly recalled that I served her the last time she came in.
The longer the conversation lasted about the mango, and her garden, the more the previous contact emerged in my memory. So, I was able to throw in the comment about how the plants she bought the last were going, were they growing? She smiled and raved about them, she was so happy.
When I walked her to the mango trees and she made her selection, "on your recommendation" she said to me, I recalled more of my conversation with her from the first encounter. I asked her how her holiday went, and you probably could guess her reaction? Totally surprised and impressed that I remembered.
I walked with her back to the registers and took her through the checkout, and she thanked me profusely and told me how lovely I am in a way that was very appreciative and genuine. I could have also called her by her name as I remembered it while I was at the checkout with her. (It is a version of my own name...)
I share this story additionally to my customer service posts because I want to point out that you can really make an impact on a customer by remembering details about them and engaging with them each and every time you see them in store.
Just as I did this morning when a gentleman walked in with a tree he wanted to return. He bought two instead of just the one his wife asked for. As soon as I saw him I remembered him from the very first contact I had with him when I helped him buy an orchid for his wife.
From there on, I carried out the same practice as the earlier mentioned story. I let him know I remembered his earlier encounter with me and asked how the orchid was received - apparently his wife loved it.
Today he was telling me he was on his way to work and had to just drop by to return the tree... and as you can imagine, he was pleased to feel that his presence in the store was remembered and he remained happy and pleasant throughout the interaction with the "returns" staff.
Can you find moments within your business where you can let your customers feel that they are the most important customers in THAT moment?
Can you let them feel they matter, so much so that they can drop by on the way to work, or share their personal feedback on how a purchase they made in your store impacted someone in their private life?
Do what you can - customers are people and once you master a few key tricks and tips on delivering superior customer service, then your customers will be people you look forward to serving.
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