When you make a phone call or walk into a store, restaurant, dining facility, retail outlet, or medical office, what do you expect? Most of us expect to come across someone friendly and helpful, knowledgeable about their products or services, timely served and to be thanked whether you buy anything or not. Sound right?
But what do most of us typically get? A mechanical, nonchalant, boring welcome asking, “Can I help you?” Sounds good but is it the best way to engage with a customer? Is there a better way to connect, engage and be more enthusiastic by demonstrating that you actually have a caring attitude.
How many times have you approached a front-line staff member who tells you what they can’t do for you instead of what they can do? Maybe they don’t have a particular food item or product in stock and they just say, “Sorry I can’t help you.” How does that make you feel? Does that staff member even care if they get your business or not?
Businesses spend thousands of dollars on their marketing but fail to realize that it is all wasted money if the people serving customers are not trained to be engaging and great!
I have a coffee habit and as I get to travel the US to my speaking engagements and workshops, I will often stop at Starbucks for a cup of coffee. I like to order just a talk Pike black cup and like the fact that wherever I go, the coffee is great and I am happy to fulfill my coffee fix. However, what I have found is that the coffee is the same, but the service and experience is not recognizable from one location to the other. One may be fantastic while another Starbucks store could be pathetic.
Not to pick on Starbucks, but it also happens when I visit the same restaurant, dining hall or retail store numerous times. Sometimes I have a great, pleasurable experience and other times not so much. Such inconsistency can make or break a business. Again, businesses spend lots of money on the food, products, brand, signage, and decor but if the people involved in the business are not great, marketing means nothing.
As most people who know me know that I am a friendly “people” person. I always like to strike up conversations with the front-line staff while I am being served. I often ask people working, “How are you doing today?” Not surprised anymore, I get disappointing answers such as, “Just a couple of more hours left on my shift.” or “Thank goodness it’s Friday.” “Fine.” or worst yet, “You don’t want to know.”
My thoughts immediately go too– What kind of response or engagement with a customer is that? What does that tell you about the kind of employees who have been hired? Where are the expectations of good customer service? Why does management tolerate this? Did the employee even have any training or taught what a great greeting should look like? Does anybody in that business know the importance of first impressions? It’s extremely disappointing to experience this day in and day out.
What some small businesses don’t realize is that you can spend all the money you have on advertising and marketing, but the success of your business rests on the shoulders of your front-line staff.
What does your business or organization look like? Do you have employees who hate their jobs? Do you tolerate workers with poor attitudes? Are you hiring warm bodies to fill frontline positions? Do you assume people know what the expectations are? Have you walked around and coached employees one on one to clarify what a great first impression is supposed to look like? Better yet, have you ever had a neutral person secret shop your customer experience?
If the answers to any of those questions are not good, then change them NOW! Stop wasting your hard-earned money on new fancy, shiny marketing strategies and instead invest in your greatest marketing strategy called your people before it is too late. I promise it will be the best rate of return on your marketing investment today. Now that will be “MAGICAL”!
Need help? If you are struggling with your customer experience, are frustrated that you are always having to babysit your employees, hiring the wrong people, wish your managers were more accountable and are afraid you might be losing too many customers, then contact me to schedule a quick FREE STRATEGY CALL and I will provide you the help you need to fix those challenges right away. You shouldn’t have to worry about that. Just CLICK HERE or email me at info@johnformica.com
John Formica is America’s Customer Experience Coach, team culture expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty and Customer Experience. For information on customer experience evaluations and programs, leadership training, how to find and hire great people, affordable tailored training programs or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.
What does your business or organization look like? Do you have employees who hate their jobs? Do you tolerate workers with poor attitudes? Are you hiring warm bodies to fill front-line positions? Do you assume people know what the expectations are? Have you walked around and coached employees one on one to clarify what a great first impression is supposed to look like? Better yet, have you ever had a neutral person secret shop your customer experience?
If the answers to any of those questions are not good, then change them NOW! Stop wasting your hard-earned money on new fancy, shiny marketing strategies and instead invest in your greatest marketing strategy called your people before it is too late. I promise it will be the best rate of return on your marketing investment today. Now that will be “MAGICAL”!
Need help? If you are struggling with your customer experience, are frustrated that you are always having to babysit your employees, hiring the wrong people, wish your managers were more accountable and are afraid you might be losing too many customers, then contact me to schedule a quick FREE STRATEGY CALL and I will provide you the help you need to fix those challenges right away. You shouldn’t have to worry about that. Just CLICK HERE or email me at info@johnformica.com
John Formica is America’s Customer Experience Coach, team culture expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty and Customer Experience. For information on customer experience evaluations and programs, leadership training, how to find and hire great people, affordable tailored training programs or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.