Do you make it easy for your customers to do business with you? Do you create roadblocks in servicing your customers and make them go through multiple people and multiple lines line just to conduct a business transaction? Is it because you want to make it easier for you and your policy rather than thinking of what the customer has to go through? Think about it! Is that magical?
My wife and I recently went grocery shopping and witnessed first hand how the power of saying “yes” can create a magical customer experience. While checking out, my wife needed to ask the cashier a few questions at the register.
Knowing that she was going into the line with these special requests, my wife opened the conversation with “You look like a nice person – I need to ask you something”. The cashier happily replied “I am a nice person, how can I help you?” One item in particular came with a coupon for a future purchase. Since we had never tried the product, my wife asked: “Can I take the coupon from inside the box and use it for this purchase rather than in the future?” The cashier gave a hearty “Sure!”. While scanning another item my wife stated: “I forgot to use a coupon on my last visit and would like to apply it to my previous receipt. I have to go to the customer service desk to make that adjustment.?” The cashier said “Let’s take care of that here so you don’t have to go stand in that line.”
Each time my wife asked her questions the answer from the cashier was; “YES!” or “Sure! I will be happy to do that for you!.” “No problem.” Wow! The cashier certainly made it easy and convenient for us. We didn’t have to defend ourselves or waste time trying to explain our intentions to supervisors, nor have to wait in another line. The cashier made the customer experience simple, hassle-free and pleasant. The cashier was friendly and engaged in conversation during the entire checkout process. She never seemed flustered or bothered by my wife’s questions and always made her feel that we were important and that she had been listening to us. It was the type of experience that made my wife want to take time and fill out the “exceptional service” comment card. Do you or your staff make your customers feel that way?
Here are a few helpful tips:
1. Take a look at your policies and remove those causing service roadblocks during the transaction process.
2. Train and empower your front line staff to make simple decisions without having to go to a supervisor.
3. Prevent your customers from having to go to different lines or call another department just to complete a transaction.
4. Create a “The answer is yes! Now what is the question?” can-do positive attitude towards your customers an appreciate their business.
Making the customer experience easy, hassle free and pleasant can go a long way in building customer loyalty. My wife has many options in choosing where she does her grocery shopping. This particular store has become her favorite because of the way she is treated and the hassle free experience she enjoys from the cashiers. This grocery store truly understands the power of saying “yes” to their customers and making it easy to do business with. Every business can do the same. Now wouldn’t that be MAGICAL!
Always Wishing You Magical Success!