Tag Archives: Consulting

service statement: pay it forward continued…

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thinking of you

It is impossible to completely remove my customer experience leader hat. On a shopping expedition of any sort, I can’t help but overhear conversations between customers and associates/management.

What does the exchange look and sound like? What types of people already shop there? These and other questions I ask to help guide my choices.

a shocked checker

Last week, while placing my groceries on the conveyer belt at Winco Foods, I turned off the music playing on my iPhone when I overheard a conversation between the checker and the elderly couple at the cash wrap.

It seemed as though the couple had to choose which items they were going to leave as they did not have enough money to cover the bill. I quietly removed the debit card from my pocket, put down the bag of frozen blueberries into the shopping bag and circled back to the checker.

“Please put the remainder on this,” I offered to the couple and the checker. “Are you sure? People don’t do this” answered the checker.

What I want to know is why the heck not? This was not the first time I helped someone in line while grocery shopping. No one could believe that I would help a complete stranger.

what was my motive?

The couple asked for my phone number so they could pay me back. Knowing I was able to help someone who needed it was reward enough for me, so I  declined. Instead I suggested that the next time they see someone who could use their assistance, pay if forward.

Paying it forward can take many forms. Of course it can be money, but it could be your time, a shoulder to cry on, a hug when you feel alone and destitute, a warm meal. The list is endless.

I gave them both hug before rolling my cart out to the car.  They promised to keep me in their prayers. To me, this was more than sufficient.

lesson learned: keep your heart open

It is never wrong to do the right thing. In customer experience, it is easy to become distracted by drama. There are those you can never please, and others you may not care to oblige. I found the secret to great customer service is to carefully consider why you are offering service in the first place.

When is the last time you did something completely unexpected to help someone you didn’t know? Share your thoughts and stories and let’s continue to pay it forward.

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are we sales people or zombies?

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am I a zombie or a sales person?

Help Please?

When embarking on a shopping trip, what does the sales staff’s level of service look like? You may be wondering how it should appear?  Customer service can take different forms. Are you greeted by a sales associate or made to feel unwelcome or in the way? Is your experience adequate, below target or remarkable?

Recently, I read an article on RetailWire that delved into the subject. David Zahn from Zahn’s consulting questioned whether sales training is fact-based or relationship driven. Focus is placed on product features including technology, fashion, or price. David argues that a sales person’s people skills have been taken largely for granted and are not developed and nurtured through training.

As a customer experience manager, I am not sure I agree with this theory because many companies (including the one I work for) have re-examined how to obtain and retain a superior sales force. Two key practices, hiring and instruction, are evolving in order to meet or exceed customer’s expectations.

zombies need not apply

OK, you probably haven’t had too many zombies helping you through the checkout at your favorite shopping spot. Think deeper into why you prefer this establishment. Is it the superior product, or the likability of those who work there and the company culture that attracts these associates?

When hiring for a sales staff, it is crucial that he or she is a fair representation of your brand, and that he or she is passionate about the company as well as the product. Too often emphasis is based on experience and not personality.

Are candidates able to think on their feet and improvise when necessary? Of course you want someone who can follow rules, but someone who is creative in her approach and empathetic towards others beats experience in my book. You can teach someone sales, not empathy.

not even a well trained zombie?

Once you establish who you want working with your customers, they need proper training how to offer unmatched service. You have the people who love what they do, and where they do it, now capitalize on it by investing time into them.

If you want them to create a perfect denim fold, teach them how and give them the necessary tools. But, by all means don’t forget that although your store will look prettier because of the way product is displayed, it doesn’t take the place of customer service. By teaching them to be attentive to customers instead of being task focused, you will see better customer satisfaction results.

is it measure able?

There is more than one way to measure customer satisfaction. Here are a few I could think of:

  1. Top-line sale increase
  2. Repeat clientele
  3. Customer experience survey scores increase
  4. Less employee turnover (well, that is more about the internal customer, but it still counts!)

What are your thoughts about the state of retail customer service? Please share your thoughts and stories about good and bad experiences.

 

“What’s in it for me?” A lesson in how not to network

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is it me?

Is it me?

Network: A group or system of interconnected things or people. Oxford English Dictionary

 

What is it with some people? After a strange encounter with a local vendor today, I was compelled to look up the actual definition of the word network. Trade events are generally more appealing when complementary businesses are involved.

I think of it as having fries with your meal, peanut butter with your chocolate, necklace with a dress, etc. In other words, networking adds pizazz to the party. Without collaboration, business functions can be one-dimensional and drab.

As a customer experience manager, I prefer partnering with local vendors for events. Is there a more effective way (and inexpensive) to mutually benefit businesses? This uncertainty brought me to the next helpful definition brought by businessballs.com

Mutual benefit (or mutual gain) is a common feature in successful networking – and this is a powerful underpinning principle to remember when building and using your own networking methods. It is human nature, and certainly a big factor in successful networking, for an action to produce an equal and opposite reaction. Effort and reward are closely linked.

here’s the story morning glory

One of the fun parts of my career is planning and executing store events. At the time, it seemed reasonable that I would canvass the shopping center looking for possible partners. They could provide coupons or brochures for display, donate for a customer raffle, send a representative to the event, all of the above, some of the above (you get the picture).

It was blustery and frigid outside as I trekked through the parking lot when I walked into the first shop. I explained my purpose to the owner/manager and was eagerly anticipating her reply. When she finally spoke, it was not what I expected to hear. She said, “What’s in it for me?”

Really?? Was I hearing things? What did she think was in it for her? CUSTOMERS!

Just to make sure, I wasn’t taking crazy pills, I said, “excuse me?” She then repeated herself as I gaped in horror. I informed the woman she didn’t have to oblige if it was inconvenient. It was only a thought that through her submitting a coupon/donation/whatever, she may be able to make a business connection through our customer base.

silly me

Why did she believe I was trying to do something to her rather than for her?  Why couldn’t she see the mutual benefit proposed? ROI can easily be tracked by the number of coupons redeemed after the event.

To tell the truth, the wind fizzled out of my sails and I wanted to turn on my heel and escape from this un-savvy businesswoman. As visions of running out the door screaming and pulling my hair out (OK maybe this is a little bit of an over-dramatization) she realized her foible and pulled a small stack of coupons from a drawer.

She handed the precious slips of paper over the counter. There was no need to scream as the wind was shrieking for me. Surely she had no idea what reaction her action caused in me. After the encounter, my mojo was gone and I simply drove home.

lesson learned: I’m still not sure

The lesson that comes to mind is to do business with people who want to work with you. When you find someone who is not interested, keep moving forward. Don’t let the bitter betties get you down. Save it for someone who appreciates you and what you can do for them.

 

 

 

 

6 clues to customer service or disservice

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I believe there can be too much of a good thing.  Here are some examples of consequences from excessive behavior:

  1. Too much ice cream = bloated lactose intolerance or weight gain
  2. Too much time on the computer = blurred vision, head-ache, lack of exercise
  3. Too much television = lack of real life
  4. Too much work = not enough play
  5. Too much sex = Wait a minute! is there such a thing?

 Which leads me to my next query…

Are there actions in life that are never too much? (pardon the double negative) For example, can you ever have too much education, tolerance, or customer service?  I feel safe saying no to all three instances.

I believe strongly in higher and continuing education. After graduating at age 44 with an MBA, I realized it is never too late to learn something. As a society, we lack a great enough capacity to accept those different from ourselves and could use a heavier dose of tolerance.

Last on the list is customer service. I am considered a customer experience maven, and I can’t imagine anyone believing they are receiving excessive service.

Here is where I was wrong! Recently I heard from a colleague that someone complained she was over-serviced by sales associates who “asked her random questions.” In other words, in the off chance of building a relationship and enhance the experience, the sales people were trying to engage the customer. Coming from a bridal background, I am familiar with and successfully utilize a very personalized service approach.

Where is the line drawn between nagging and assistance?

There are always two sides to every story. It is certainly possible that in the associates quest to aid the client:

  1. He overstepped boundaries by attempting to become too familiar or inappropriate with the customer.
  2. He misread the customer’s cues and didn’t let her shop in peace.
  3. His selling style was too aggressive for this customer.
  4. He was inauthentic and fake, which turned her off.
  5. He tried too hard and came off as desperate for a sale.
  6. He was snooty to the customer.
  7. He wasn’t snooty enough.

Lesson learned: level of service is relative

Just because I prefer extensive customer service does not mean everyone else does too. My advice is that when first setting out to work with a client, set out to understand his/her service needs from the start.

She may be a window shopper, or prefer not to engage in conversation with you. She may be looking for something in particular and be in a hurry to get on with her day, and not have/make time for small talk. Maybe you have spinach between your teeth and she can’t stop staring.

Know that it may not be you, but it might. Don’t take it personally. Instead, use it as an opportunity to broaden your skills. Understanding the difference between service and disservice is difficult but not impossible.

What level of service are you comfortable receiving? Have you ever had a salesperson go too far in the name of customer service. Share your stories and experiences.

 

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another customer experience lesson (part 2)

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Last week, after sitting through one of my evening classes, I knew there was a blog post/story that was emerging. What I didn’t realize is that one of the people who would read the subsequent post was the professor from the story. This became apparent when I received an email from her the day after my post was published.

I'm so embarrassed.

Can you see me crawling under the table here?

When I  opened and read her email, I was horrified and embarrassed. What would this mean for my grade? (payback can be a #$^@) No one likes to hear feedback and I did not want to come across as cruel. I really do admire this teacher and with an ESFJ personality, it is important for me to be liked in return. Continue reading →

sometimes the answer is no

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Don't let the bastards get you down!

I hate saying no! There is something deep inside my psyche that screams failure when I’m unable to please people, which is probably one reason I am so good at customer service.

Rule number one in customer service is the customer is always right. The reason for this rule is simple; if you don’t aim to satisfy, you have no customer. Unfortunately, some consumers take advantage of this mantra and use it as an excuse to abuse those who are trying to serve.

Ahh, the salad days…

Back in my bridal days, I would do back flips (not really, this is a metaphor, you know) and tap dance in order to please brides. It was my duty to make “yes” statements and fulfill their innermost wedding dreams. Overall, I loved being part of her fantasy wedding.  It was great fun when a happy bride returned and showed pictures of her fateful day.

Too bad it was not all champagne, unicorns and rainbows for all of us. Some brides had problems with their gowns. Others had issues with bridesmaids, groomsmen, flower girls, etc.

Perhaps it was my fault, or one of the other bridal consultants who worked for me. Dresses came incorrectly, people mis-measured themselves, brides called off their weddings. I could go on for days about what could or did go wrong. The point is, sometimes mishaps were controllable and others were beyond my control. Whatever the complaint, I reacted similarly and took care of the customer.

Back to the present

Recently I have witnessed some of the nastiest customers to date, both at work and while shopping on my own. I understand that the economy is still in the toilet and people are grumpy, stressed out and broke.

This is no reason to take aggression out on a sales person or customer service agent. While in line at a convenience store a woman was shouting at the clerk because the store was out of a certain brand of cigarettes. Maybe this should be a clue to stop smoking (I know, it is another story altogether). I was appalled and embarrassed even though I had nothing to do with the situation.

What the woman failed to realize is that sometimes the answer is no. We are out of the brand, size, or style you were looking for. It is nothing personal. There is no conspiracy to displease you and leave you wanting.

As much as I hate saying no, I abhor reactions I get even more. Why add to the world’s stress by being inconsiderate of others? Is it really the clerk’s fault the store ran out of something? People are spending less and in turn stores are carrying lower inventories. It is the way things work; Supply and Demand.

OK, enough ranting already!

I will now step off my customer experience soapbox. Ranting is a great way to vent, but does it really solve anything? We all need to relax and realize that we are all in this together. Look at the bigger picture and see what you can do to make a difference.

Instead of growling, smile and become empathetic towards others. Stop thinking about your all-consuming problems and focus on something/someone else who may benefit from a thoughtful comment. Be the solution and not the problem.

What are your thoughts about the current state of rampant overreactions? Share your thoughts and comments. Better yet, next time you go in a convenience store (or any other for that matter),  show compassion and ask the clerk how his/her day is.

 

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Don’t lie and say that you love me

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Why do people lie? As a customer experience connoisseur, I come across salespeople, managers and even customers who find it necessary to utter untruths. I have caught my 13 year old son in more than one lie regarding his homework, which brings me to a conclusion that a major reason for lying is to avoid an uncomfortable situation.

It is understandable that you can feel awkward telling a salesperson that you don’t want what is being sold. Reasons for not being satisfied vary, but the nagging feeling that you are hurting the salesperson’s feelings remains. Generally, people want to be liked and fear rejection. I want to be liked and take no pleasure in telling people no. However, I realize that I am doing the salesperson  no favors through lying.

Tales from the fitting room

In a high-service business, you become more involved with the salesperson who is helping you. For example, fitting room service in a clothing retailer should include an associate checking on you periodically to ensure that you like what you are trying on and to change out things that don’t work, while offering further suggestions. When the associate visits your fitting room, you should not lie to her and tell her that everything is perfect if it is not. Give her the opportunity to make wardrobe adjustments or to bring you something more suitable. After all, she is there to service YOU!

Here come the brides!

In my past life as a bridal shop owner, it was customary for a bride to try on several gowns before choosing one. Often, the bride would leave without making a purchase. She may revisit the store again, try on more gowns and still choose nothing. No, it was not fun for me playing dress-up with no perceivable end in sight. It was all part of the nature of the job. Choosing a wedding gown is an important task and the idea of committing to one dress (kinda like to one man) is sometimes stressful.

The point is that although I routinely placed girls in beautiful, expensive dresses that they may or may not purchase, I did not take it personally if I could not help them in their quest for the “perfect” dress. It is slightly amusing when customers walk into a store or business, look around then try to sneak past the salesperson on duty. Trust me, she sees you and it is OK that you are leaving empty-handed. The associate would rather you become a converted customer but she also realizes that she can’t help everyone and that she may not have what you need.

Lesson learned: wear your big-girl panties

A friend told me that when she gets up in the morning, she puts on her big-girl panties. She is not going to fall apart if you reject product she is selling. As a customer, you can remember that her big-girl panties will protect her from rejection. Next time you find yourself in a store fitting room, take the opportunity to let the expert working there help you. If she is any good, she will not attempt selling you items that look bad on you or are inappropriate for the occasion. Remember that it does YOU a disservice to tell the salesperson that everything fits when in reality you need something else.


Are we over-promoted?

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When you shop, what entices you to make a purchase? Is it price, the style or make, excellent quality, or just because it is on promotion? In my observance, it seems as though promotions are the defining factor for sales. Gone are the days when you go into a business or store, ask for something and walk out with a purchase at full price.

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The Meaning of Customer Service: pay it forward

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The day did not start out as anything spectacular. Nothing wrong but not exciting either. That is, it wasn’t great until I altered the course of my day while grocery shopping.

Make a difference = Pay it forward!

I was bagging groceries at the local Winco Foods, when my superior spider senses (hey I can dream of being a superhero) began to twitch. The man behind me was fidgeting and looking around nervously as if something was wrong. His daughter walked up and as they started to talk I noticed myself eavesdropping. They were questioning whether or not they had enough money to pay for the groceries they had and were trying to decide what items to take off the bill.

Continue reading →