Customer Service - By Rise’ Carter
In the competitive worlds of service providers and retail establishments, customer service is an integral way to set you apart from the rest.
I was strolling around, window shopping with a friend the other day and one store window caught our eye. We both stopped and were totally compelled to enter. Neither of us had any intention to purchase anything that day, but because of the incredible customer service we received, we left the store about 2 hours later after we dropped $450!
The store was a small custom costume jewelry store. The necklaces, earrings, rings and bracelets were made of beautiful colored Murano glass. We saw a few sets we liked, but they weren’t quite the right colors. The girl behind the counter said, “We can make you anything. It’s not a problem.” Of course, our response was, “How long would it take?” When we found out they could literally make a set from scratch or change the beads and stones of an existing set in a matter of minutes, it opened up a plethora of possibilities.
We were grabbing items off the shelf and asking:
“Can we have this necklace but with a different color stone?”
“I like this style, but can it be longer?”
“How about a pair of earrings to match?”
“Bracelet?”
“Oooooooo, a ring?”
There was not one request we made that was EVER a problem, nor did we ever feel we were a burden. In fact, we kept apologizing for monopolizing so much time. They were also accommodating other shoppers in the exact same way!
I finally had to ask, if the people helping us owned the store (surely, I thought, someone “just working” couldn’t and wouldn’t be so incredibly helpful). I was surprised to find out that the owner wasn’t even in the store that day. Commissioned sales was my next explanation for the stellar service, but was told that they were paid on hours, not sales. UNBELIEVEABLE!
The sales associates in that store took great pride in their jobs, their products, and their store. They genuinely wanted to make us happy and were passionate about explaining every detail of the pieces and how they were made. They showed us different styles and made suggestions. They didn’t get impatient or disgusted with us when we said “No” to some suggestions. They continued to show and explain until we found something that was perfect. They were also very good at making sure we tried everything on and looked in the mirror. VERY SMART!
Nothing was a problem. More importantly, we were not a problem. They took their time to educate, explain, made suggestions, and up sell. That is why we spent $450 on impulse. Not a problem.
How effective is your customer service? Are your customers/clients compelled to buy more in services or products? How are they greeted and treated? Do they feel like YOU are doing them a favor by servicing them? Do they feel rushed and hurried? Or, do they feel left out, sitting on the sidelines waiting to be taken care of?
Ask yourself, “How IS our customer service?”
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