Brad Johnson
Member
gmshtr,
You probably already know this stuff, but here's a couple of tidbits from a guy who spent four years managing a store running double-digit sales gains in retail electronics (customer service is universal).
- Make every customer feel like they are appreciated. You may not be able to get to them immediately, but at least acknowledge that they are there. A quick "Hi - we'll be right with you" when they come through the door is all it takes. A postcard thanking them for their business after the transaction is also a nice touch, and it only costs a couple of cents (and some newer computerized POS systems will generate them for you automatically).
- Be knowledgeable, but also don't be embarrassed to say "Hmm, I don't know that. Let me find out."
- A positive attitude makes up for a lot. First and foremost, smile! It's infectious and makes for a much smoother transaction.
- Stocking 20% of the most popular brands/styles will service 80% of the customers that walk through your door.
- If you don't have it, offer to get it at a reasonable price.
and above all...
- Be honest.
Run your business like a business. Your sales staff is the primary point of contact for the customers that you rely on to pay your bills. Train your sales staff regularly in product knowledge and customer service skills. Take the time to watch your employees as they deal with customers. If you identify one with poor customer service skills give them the opportunity to resolve the issue - either with outside training or one-on-one education. If they don't shape up, let them go. Even if they are your best friend. One bad employee can be the downfall of an otherwise good business.
Brad
You probably already know this stuff, but here's a couple of tidbits from a guy who spent four years managing a store running double-digit sales gains in retail electronics (customer service is universal).
- Make every customer feel like they are appreciated. You may not be able to get to them immediately, but at least acknowledge that they are there. A quick "Hi - we'll be right with you" when they come through the door is all it takes. A postcard thanking them for their business after the transaction is also a nice touch, and it only costs a couple of cents (and some newer computerized POS systems will generate them for you automatically).
- Be knowledgeable, but also don't be embarrassed to say "Hmm, I don't know that. Let me find out."
- A positive attitude makes up for a lot. First and foremost, smile! It's infectious and makes for a much smoother transaction.
- Stocking 20% of the most popular brands/styles will service 80% of the customers that walk through your door.
- If you don't have it, offer to get it at a reasonable price.
and above all...
- Be honest.
Run your business like a business. Your sales staff is the primary point of contact for the customers that you rely on to pay your bills. Train your sales staff regularly in product knowledge and customer service skills. Take the time to watch your employees as they deal with customers. If you identify one with poor customer service skills give them the opportunity to resolve the issue - either with outside training or one-on-one education. If they don't shape up, let them go. Even if they are your best friend. One bad employee can be the downfall of an otherwise good business.
Brad
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