.bmp)
Debra's Blog
Sprinters win races by fractions of seconds.
The same with swimmers.
Cyclists win by a hair's breadth.
Many football games are won by only a goal - a flick or a kick or a nudge of the ball a couple of degrees either way will make the difference between the championship and losing.
You see, you don't have to be brilliant. Just give life a good shot and will make a huge difference because so many others don't give a damn. You will stand out in a crowd because for most people being average is an effort but being a bit above average is not an impossible task.
I speak to a lot of retailers in my work. Most of them are wonderful, conscientious people. Others wouldn't work in an iron lung. Sometimes I think I'm wasting my life talking to people who will never get it. 'Customology' is so easy to provide but too many lazy self-interested sods can't see it.
However, this makes it so much easier for the rest of us. We only have to do a little better than them and we will stand out like well lit cities on a hill.
Customers tell me this is what's wrong with shops:
They don't even look up from their bookwork
They chat to each other
They act as though I was a nuisance
They look miserable and make me feel worse
They so obviously don't want to be there ... why should I give them money?
Unfortunately, I have to agree with so many customers who see retailers as idiots. Why else are we so lousy at dealing with people? Do we not understand? Have we never heard the words 'customer service'?
So many retailers are not good at the customer interface aspect of the business.
If you can fix this alone you will work miracles on your bank balance.
Look around you at the other retailers nearby and become convinced about how easy it is to be better simply because they aren't puttng in the effort. You CAN give exceptional service.
Debra Templar
Customer Service
.bmp)
Comments