Peevish Customer Service - Specialty Store Services

Pet peeves. We’ve all got them. Cars that swerve into our lane without the courtesy of a turn signal. When people say “I could care less” instead of the correct “I couldn’t care less” (and don’t even get me started on “irregardless”). Store clerks who are more interested in talking to co-workers about their personal lives than helping the customers. Hmmm. Let’s expound on the latter peeve, shall we?

Let’s be honest. There is a lot of competition out there so it’s important to put our best foot forward at all times. What do we do to attract and keep customers? We stock our stores with merchandise that people want and price that merchandise competitively. We try to make our place of business appealing to customers by keeping it clean and organized. We hire staff who are courteous, friendly, honest and, if not knowledgeable right off the bat, at least eager to learn. Let me tell you, the experience customers have with the staff can be the difference between “This place was nice and I’ll come here again” and “I am going to tell everyone I know just how rude the help is at this place!” Here is an important fact: people are much more likely to talk about a negative experience they’ve had than a positive one.

So what can business owners and their employees do to ensure customers have a pleasant experience, as far as customer service goes? First off, smile. A smile can go a long way. I recall times when I’ve stopped into a store worn out, cranky and longing for home, and a cashier with a warm, sincere smile and sincere “How are you doing today?” honestly gave me a little pick-me-up. Also, people like to be acknowledged. When someone walks into a store, being greeted with eye contact, a smile and “Hello! What can I help you find today?” is very pleasant. We like to know that there is someone available to help us when and if we need the help buuuuuuut…we don’t want to be stalked while walking around the store. Regarding eye contact; people are less likely to shoplift if the staff makes eye contact with them because direct eye contact is a distinct indication of the staff’s attention. It’s true. I wouldn’t lie to you.

Another thing that is important is tone of voice. Studies have proven that the tone in which something is said is more important than the actual words spoken. Think about that. You can hear in a person’s tone of voice if they are angry, happy, sarcastic, combative, etc. Smile when you answer the phone. The person on the other end will be able to hear it and will respond to it. One thing your customers do not want to hear is chatter about an employee’s lying spouse or financial trouble, how much a coworker is disliked, how drunk someone was at a party and any other number of topics that are not appropriate for discussion while helping customers.

The focus of the employees should be on the customers. Period. Those customers are the reason we are in business and that is something owners and employees need to remember at all times. No one wants to be rung up, basically ignored by the cashier until he or she barks out the total and then barely receive a “thank you” because said cashier is too busy gossiping or talking on the phone to provide quality service. Save the talk about personal and operational issues for home or the break room. And I say that with a smile.