mistakes your staff is making đź‘€
Oh no! your best hire just made a customer upset!
Look, it happens. Here’s a list of guaranteed ways to make your customer upset or cause issues on your team.
Mistakes every sales person makes:
They show customers what’s NEW. Remember everything is new. Always. Even if it’s not.
Selling from your own pocket. If you’re broke, don’t assume your customer is broke. If you’re wealthy, don’t assume your customer is wealthy. Know how to read her. She’ll show you that she has money or not.
Work on your to-do list while customers are present. Yes, it has to get done. BUT always have one person at a minimum greeting and helping customers buy.
Following the rules too much. Retail is a special animal. Break the rules and earn a customer for life.
Wearing clothes from another store or dressing too relaxed so you look like you don’t want to be at work. Come on, you have a whole store to dress you for the day.
Telling a customer how you’re really doing when they ask. They really don’t care, so your answer is always, “I am doing well, how about you?” Please, leave your negativity outside. Customers come in to get away from that.
Not handling a difficult customer the right way. Be on her side. She wants to be heard. “I hear you” “You are right” “I understand” “I am going to fix this”
Talking bad about a customer after she’s gone. Just stop.
Making a customer buy something they damaged. Just don’t. Put this on your damaged clip board and get credit later. Shit happens.
Not honoring a sales price a few days after a sale. If your customer has the guts to ask, you give it to her.
Not knowing the inventory inside and out. Know how it fits, feels, what other items coordinate with it. Prepare ahead of time so your sales flow like a suggestion.
Offering good service and not paying attention to giving GREAT service. Yes there is a difference.
Not reading a customer. What kind of purse is she carrying? Check out her body type. What kind of clothes is she wearing already? Listen to any hints she gives you (she has a wedding, special occasion, just wants something to make her feel good)
Not remembering a customer’s name. You have three chances to get her name and use it. In the greeting ask her. In the follow up use her name. At checkout thank her by name.
Telling a customer NO.
Not being attentive. Being on your phone. Working on your to-do list. Talking with other staff.
Contributing to a negative work environment. Complaining about your job. Talking about other co-workers. Rolling your eyes (we have cameras). Breathing hard to show frustration. If you have something to say, just say it. Communication is far easier than holding that in.
How do you resolve any of these issues? Communicate in team meetings and share your vision on what you expect the customer experience to look like. Training plays a vital role in resolving any of the above issues. Even your best team members will fall short at times. After all, you’re not human if you’re not making a mistake. ❤️
