Following are some relationship-damaging mistakes you want to avoid at all costs:
Ignoring waiting customers: Sometimes we are short-staffed or too busy with current customers to help a waiting customer immediately; HOWEVER, never ignore a waiting customer. Establish eye contact, wave, or say something like “I’ll be right with you” to let the customer know that you are aware of them and will get to them as soon as you can.
Distractions: It is easy to become distracted by other customers, other responsibilities, and the variety of other things going on at the same time. When customers see that you are distracted, they sense other priorities are more important.
Answering questions or taking calls while assisting a customer: It is challenging to make every customer feel equally valued, and some customers try to push their way to the head of the line. Don’t let these customers overstep earlier customers, rather, say a few friendly words to the individual indicating that you will help them as soon as you are finished serving the current customer.
Giving a bored, indifferent greeting: Greet the customer with energy and be more creative than, “May I help you?” Make it a fun, personal challenge to say something specific, which will make the greeting portion of the sales process more interesting and rewarding. Get staff involved and create one specific one for your company. “How can I help you with your computer selection today?”
Although customer are all different, certain basic principles apply to nearly all of us, and you can safely assume that most customers are looking for the same things in their interactions with you as you would with them.
For more information on a seminars or personal coaching, contact Rita Rocker, National Speaker, Communications, Image and Presentations Coach, Transformation Academy, 402-968-3250 firstname.lastname@example.org, www.transformationacademy. Follow Rita on FaceBook: Rita Rocker; Twitter: @Rita_Rocker LinkedIn: http://budurl.com/ayjl; YouTube: RitaRockerSpeaks