There have been countless articles on the subject of customer service
directed at retail businesses, including the floral industry. Several
things that happened to our industry recently have convinced me that
nobody is listening. So here is yet another article on the subject,
but this one is about what not to do to satisfy a client.
Are You Being Served?
There have been countless articles on the subject of customer service directed at retail businesses, including the floral industry. Several things that happened to our industry recently have convinced me that nobody is listening. So here is yet another article on the subject, but this one is about what not to do to satisfy a client.
I went shopping for running shoes at a sports store that specializes in athletic shoes and equipment. It took me forever to catch the attention of the young sales assistant, as he was very busy chatting with his friends.
Point 1: Do you know what your staff are doing at times when you are not there? When I finally got his attention and asked his advice for a suitable pair of shoes, he waved to the wall and told me to choose what I wanted.
Point 2: Are your staff qualified to answer questions and help customers? I chose a couple of pairs of shoes based on price and the reluctant youth went into the back. He came back with a size three and a size nine; I had asked for a size six. I left the store without making a purchase.
The second incident was at a restaurant, where my husband and I went for dinner. We ordered our meals, and my husband asked for no green beans, as he is allergic to them. When the meals arrived, both dinners had green beans.
Point 3: Listen to the customer.
The next story is about the ‘haircut from hell,’ which is just too long to get into, but involves a hairdresser who thought he knew what was best.
Point 4: Whatever you think the design should be is not necessarily what the customer wants.
We tend to think that once we have upset a customer and they have taken their business elsewhere that the situation is over. Can one customer make that much difference to a business?
Point 5: Word of mouth is a force to be reckoned with.
Point 6: The power of the collective consumer. This point is inspired from the blackout across Ontario a few years ago. After a horrendous journey home with my car running on fumes, I pulled in to my local gas station where I had filled up twice a week for years. He filled my car and charged me twice the price saying I was lucky to get gas at all. I paid and never went back. He went out of business shortly after because every one in town had heard what he had done.
As you all know, it is not always easy to satisfy a customer, but the final point says it all.
Point 7: the customer is always right. Simple as that!
|
