18 November 2014

Hierarchy Of Customer Service

This is the abstract, not the paper...

Dear retailer...  You help the customer in this order (barring emergencies).

Customer with product at the register, payment at the ready... before

Customer in the store looking for something... before

Customer on the phone asking questions... before

Stocking the shelves... before

Accepting deliveries... before

Doing your daily paperwork... before

Cleaning the store (unless its the aforementioned emergency).

Even in an emergency, the customers in the store are the priority; get them to safety first.

For the customers who are lower in the hierarchy, "I'll be with you in a minute..." goes a long way.  You have to acknowledge that you've seen them and will help them.  Try to remember that they can almost always go someplace else.  Even someone set on buying a new Ford F-150 can go to a different dealer, so don't get to thinking that since only Ford sells them you're safe as a Ford salesman!

On reason you do things in this order is the level of commitment from the customer.  Blowing off the customer at the register to dust the end-caps means that if they give up on the purchase they are giving up on more than someone price comparing on the phone.  This makes them more likely to remember the experience and to let that color their next purchase.

No comments:

Post a Comment

You are a guest here when you comment. This is my soapbox, not yours. Be polite. Inappropriate comments will be deleted without mention. Amnesty period is expired.

Do not go off on a tangent, stay with the topic of the post. If I can't tell what your point is in the first couple of sentences I'm flushing it.

If you're trying to comment anonymously: Sign your work. Try this link for an explanation: https://mcthag.blogspot.com/2023/04/lots-of-new-readers.html

Anonymous comments must pass a higher bar than others. Repeat offenders must pass an even higher bar.

If you can't comprehend this, don't comment; because I'm going to moderate and mock you for wasting your time.