Can you genuinely say you deliver the best experience for your customers every day? Do you empower your staff to do it? The answer to both of these questions should be yes.
Yesterday, we went to buy a pen - the 'helps me write vaguely neater' kind of pen. Husband (to be referred to from now on as H) led us to a well-known stationers in our town. The experience went something like this:
H: "I'm looking for a rollerball pen."
Asst: (without looking up) "They're over there."
H: "Well, it's a little difficult to see which ones are rollerballs."
Asst: (begrudgingly, huffing), walks over the display and (kind of ) facilitates the choice.
And so on........
The shop was empty, the pens were in a display cabinet and we're living in times of Covid where rummaging is surely not welcome. But H bought the pen. He's not a man to dilly-dally around looking for things, but as we left (without a thanks and goodbye) we both commented on the lack of engagement. Had that assistant been more friendly, I suspect H would have left with a more expensive shiny new pen. Will we rush back there? Probably not.
So, clearly scarred by the experience (!), H insisted on a muffin. We queued, we chose a muffin - like the pens, beautifully displayed in a cabinet - we sat down, our food was brought over, we ate. Throughout the half hour experience, the busy staff made eye contact, they chatted, they aimed to please. Not only that, the muffin was top notch (I know this because H was quick to praise its crusty top!)
The muffin cost a quarter the price of the pen, but the added value provided by that team was worth far more. Will we rush back there? Probably.
Maybe the retail assistant was having a bad day. Let's face it, we all do, but what's the long-term impact on that business of that individual delivering that level of service to its customers? We all have choice. Even with today's restrictions we all have more choice than we've ever had. Make sure the customer chooses you.
Never underestimate the important of great service and empower your teams to deliver it. be known for excellence because it will bring more benefits. I can help you explore what this looks like for your business and your team.
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