It’s the Little Things

 In Customer Service, it can be the little things that count. The little things make a difference in whether or not a customer returns to your store. Some little bothersome issues can be handled right in the checkout line or on the floor with lower level employees. Let’s talk about how some of these issues can be handled before they get to a higher level and cause you problems.

Starting Out on the Right Foot

When you have your employee greet the customer with a smile and cheery greeting, it can start things out on the right foot. Always make sure the employee makes eye contact. Exchanging a few pleasantries is great but the employee, on the other hand, doesn’t need to go in to depth about how she overslept and was late for work that morning. A remark about the weather or asking how the customer is will be pleasant enough. At checkout, have the employee ask for any point cards or store cards. This will save time and any savings can be subtracted when the item is getting scanned. Also have the cashier ask if the customer has found everything they need. If this customer has had a problem, this gives a place for expression. If a customer is unsatisfied, then the cashier can direct customer to the right person in order to resolve the situation.

The Line Hold Up Problem

Trying to keep the check-out line moving smoothly can be a problem at times. Coupons hold up lines, for example. Always make sure your employee double checks the expiration dates on coupons. If they have expired, then the coupon can be handed back without having to ring it through saving time. Also check to make sure the right size or amount of specified items is purchased according to the specifications of the coupon requirements. Sometimes a customer will insist something was on a sales price when the product was not actually on sale and a price check will have to be done. Do not let your employee roll their eyes or express any disapproval. The person behind the customer will be more than happy to do that. Occasionally a rude customer will make loud comments about the speed of the cashier, her bagging skills, or if something is priced incorrectly. Have your cashier still be polite to the customer and smile; venting is for the break room.

Other Don’ts for Employees

f the customer asks for help with their merchandise and it’s only for one little bag, don’t let the cashier make the customer feel uncomfortable for asking. There may be a medical issue which doesn’t permit the customer to lift anything. Don’t let your employees carry on private conversations with other employees within hearing distance of your customers. Your customer really doesn’t need to hear about how drunk your employee’s boyfriend got at the party last night. Also make sure your employees cell phones are turned off. There isn’t anything more annoying for your customers then having to wait until an employee finishes sending text messages.

Emphasize to employees that at work, there is work etiquette, and teach it to them. With the distractions of the modern age, this has been lost on some people. They literally have no sense that behavior is to be modified at work. Too, have your employees dress neatly, shoes in good repair; hair clean and brushed. Personal appearance is important and employees represent your store.

All in all, it can be the little things that can annoy a customer or something as simple as a smile to bring them back again. It’s all up to you and your employees to give customers good attitudes, neat appearances and professional, courteous behavior so that the customer wants to make the choice of coming back.

Photo courtesy of morguefile.com