Creating Guest Euphoria One Step at a Time
When the economy slows, people get nervous and are generally less willing to part with their hard earned cash. Can you blame them?
When people do decide to spend their money, they want a good deal in return. Not just a good deal as far as price point but a good deal involving overall customer experience. Simple, right? Wrong. In today’s market environment, customer service has become a cliché and it seems like everyone says they are giving above average customer service. Problem is nobody is doing it right.
Today, people perceive customer service as a “hi” and a “thank you”. It’s not. Maybe we need to change the wording. Instead of “Customer Service” let’s alter it to say “Guest Euphoria”. This is especially important for all small businesses. With that being said, here is my first tip…
First impressions are the most important. Greet, but don’t suffocate your Guest. Let them know you are here to help if they so desire. Don’t force promotions or information on them the minute they walk through the door. Be patient.
Once you have greeted your Guest and given them time to settle in, get to know your Guest. Ask a question pertaining to what they are looking at. This shows interest rather then a sales push. Get to know your Guest. Building a solid relationship with everyone who walks though your door is the key to small business success.
Lastly, if this is the Guest’s first experience in your store, or it is a Guest who has not been back in some time, give them a little extra. Go the extra mile. If you are a bakery, give them an extra cookie. A florist, give them an extra flower to fill the bouquet. A clothing retailer, give them a percentage off their purchase. Let them know why you are doing it. Tell them you pride yourself in creating the best Guest experience and you want them to be a part of it. Tell them you are showing them your appreciation for spending their hard earned cash at your store. Remember, they could have gone somewhere else. Make them Guests for life. Show your appreciation from the second they walk through the door until the minute after they leave.
All of these tips will make your Guests first experience a memorable one. After all, the best advertising is positive word of mouth and positive word of mouth comes from giving each Guest a euphoric experience.
Best of luck!
Next tip: Being Honest with Your Guest