I am a strong believer in good customer service! We’ve all had that “sales associate” who just hated their job and it’s always obvious! I worked in the retail industry for 15 years. I know that customers can be a huge pain in the ass! I know the hours suck, but seriously! Your job is to provide good customer service!!!
I promise you, if I get bad customer service I will walk out. No matter how much I need a product that you sell, I will either find it some where else or I’ll just do without it.
Here’s a few suggestions for all those who work retail…
1. If I walk into your store, greet me! I don’t mean hold a meaningful conversation with me or that you have to follow me around the store, but you could at least look my way smile, wave or even say hello! Let me know that you know I exist.
Just yesterday I walked into Kirklands in Encinitas and the 2 sale associates there never said anything to me or even looked my way. I was the only person in the STORE!!! When a potential customer walks into your store you should treat them as if they’re walking to your home. Make them feel comfortable! I promise, they will buy more they feel at home.
Here’s another quick hint, if a shoplifter walks into your store and you don’t acknowledge them, they’ll feel more comfortable stealing from you.
2. If you don’t like a product you’re selling, don’t talk about while there’s a customer in your store! Instead of saying hello to me these 2 ladies at Kirklands were busy talking about how ugly the new blue and brown vase was. Um, hello, but my master bedroom is decorated in blue and brown, and I just happen to be looking a vase.
3. Do not talk down to me or treat me like you’re better than me. I’m the Mommy of a 2 year old. I don’t spend my days shopping in my Jimmy Choo’s shoes, my Rock & Republic Jeans, with my hair and make up done. Actually, I’ll probably be shopping in JCrew cargo pants, t-shirts with my hair thrown into a ponytail. Do not assume I won’t be buying or that I can’t afford it. You will lose a sale with that attitude. There have been a number of pricey purses and shoes I’ve walked away from because of snuddy attitudes!
On a side note. Once you’ve notice my purse, piece of jewelry, or something else that might indicate that I can afford your store, do not go out of your way to start trying to “help” me. You missed your chance the minute I walk through the door and you turned your nose up at me.
4. If you don’t have it in stock, how about offering to call another store for me. How about letting me know when you might be getting a shipment in. Oh and if you’re a corporate office and know that a certain item is on back order for 3 months, how about not displaying the item in the front window! Pottery Barn Kids, I’m talking to you! You and your never in stock anywhere chair. Every single time I’ve gone in to purchase this silly chair from the UTC Pottery Barns Kids they have been out of stock and on a forever back order!!! How about selling me one of the 8 you have on display?
I walked into the UTC Pottery Barn Kids, around Easter time, to purchase the Anywhere Chair, the Pink Hybrid Awning Stripe chair cover, the conversion kit for my daughters Pottery Barn Crib, 2 Carolina Chairs, bean bag, sheets and a duvet cover. Aside from the conversion kit all of these items were either displayed in the window or somewhere in the store. The only item in stock, available for purchase that day, were the sheets. The sales associate also informed me that I could order the conversion kit from him, but it would take 3 weeks to get in stock. Really? 3 weeks? I came home and order the conversion kit which was delivered to our house in 3 days.
A sale that would have been over $500, ended being nothing that day. All the other items I purchased from other various stores.
If you really hate you job, do yourself and the company a favor and quit. Go find a job where you don’t have to deal with people. All I want is to be treated me like you want my business!