| Spring Check-up on Customer
Service Until recently I had not realized how low my expectations had “sunk” when it came to customer service. I found I was setting large amounts of time aside before making a phone call expecting to be bounced around, put on hold for extended amounts of time and possibly never accomplishing what I set out to accomplish. The revelation came when the other day I made such a call and within minutes a very knowledgeable person was able to answer my question and take care of my request pleasantly and efficiently. I was stunned! How sad that good customer service was so unexpected that I was taken by surprise however pleasantly. How about our customer service in our businesses? How would our customer rate us? Would they be pleased…surprised…frustrated…angry? I have experienced all of these emotions at one time or another and I know you have as well. We all assume we are doing a good job, but sometimes the reality is quite different. Maybe we are doing a good job when we have time, however when things get “hopping” we are too busy to give it the proper care. Does that sound like what might happen in your shop? In this day and age when everyone is fighting for their share of consumer dollars it becomes more and more difficult to differentiate yourself from your competition. Sometimes it’s even difficult to identify your competition as it can come from so many sources. What is going to make the customer return to your shop? What is going to make that customer think of you first when he needs a gift, flowers for home or something even more significant such as a wedding or funeral? Personal relationships are stronger than any other force. Good product, creative design, sales technique are important but it’s that personal relationship, that feeling of value that will keep the customer coming back. Treat the customer as you want to be treated and you are on the right track. Stop for a moment and recall some customer service experiences that you have recently had that are positive. Maybe the barrister at Starbuck’s remembered what you usually order before you said it, the teller at the bank referred to you by name before she looked at your deposit slip, your hairdresser asked about your child or grandchild…by name, the first person that answered the phone was actually able to help you…right away, or for that matter just a person answering the phone, a real person. Here are a few tips to make sure that your customer always has a good experience with your shop and that your customer service is always on par: Be positive. A good attitude goes a long way. Make sure everyone at the shop is friendly, greeting customers even if someone else is already helping them and smiles. Smiling when answering the phone can make a big difference in how you sound to the caller. Just being acknowledged makes a customer feel valued. Keep in mind that enthusiasm is contagious! Be knowledgeable. Knowing your product, services and shop policies allows you to speak with confidence. Nothing aggravates a customer more that not being able to get answers, suggestions or information. Vague responses, constantly having to be turned over to another person or put on hold does not result in a positive experience. Don’t let employees that have not been properly trained interact with customers other than to exchange pleasantries. Be thoughtful. Offer a chair to an elderly person or someone who may be having difficulty. A drink of water or a tissue is gratefully accepted. Offer to call a customer back or wait patiently on the phone if you can tell that there is something taking the customer’s attention. Remember names and ask about family members to those that you know. Be willing to engage in conversation but keep it about the customer, not focused on you. Be attentive. Don’t get distracted with other customers or employees. Keep your attention focused on the customer. Watch body language and expression. Read between the lines to make sure that you understand the customer. Repeat their needs back to make sure you have properly understood. This becomes even more important when you are speaking over the phone. Most errors occur at the point of sale as a result of miscommunication. Be consistent. Make sure all your
customers receive a consistently superior level of customer service. A
good experience can be easily undone followed by a mediocre or unsatisfactory
one. Customers easily tire of an erratic level of service and will gravitate
to businesses that they can count on. Try to avoid rushing through a sale
on stressful days and keep calm even when things around you may not be.
Customers notice your commitment to good quality service and will remember
it. Exceed Expectations. A customer is most pleased when their expectations have been not only met but exceeded. You have made a suggestion that excites them; you have solved a problem efficiently, or maybe reminded them of an upcoming birthday or event they may have forgotten. Remembering their name or asking about their daughter that just had a baby will make them feel appreciated. There are lots of ways to accomplish this with results that are always positive. Life in a flower shop is busy with daily ups and
downs. With the spring season fast approaching we know there are going
to be many occasions over the next few months when we just can’t
go fast enough…the driver is waiting. I know myself I have often
felt that a ringing phone or customer walking into the shop is keeping
me from my work. Some very wise person once said that “a
customer is not an interruption in our work…they are the reason
for it”. How very true. If it wasn’t for customers
we would not have any work to do! We need to treat them as we value their
business. Good customer service isn’t difficult if you make it a
habit and good customer service will be the foundation on which a good
business can grow.
|