Coronavirus got your business down? Regardless of whether it’s the flu, the coronavirus, or a down-turned economy, a must do to staying in business (how about GROWING) when your customer base diminishes, is to provide excellent service.
Excellent service motivates your customers to return to you; it breeds customer loyalty.
Excellent service is the key to creating loyal, almost frenzied customers – customers that stick with you to support your business when coronavirus social isolation restrictions affect your bottom line.
Excellent service sets your business apart. It creates connections between your staff and your customer. Excellent service sets the tone in your community. It creates a ripple effect of positivity and transfers to well beyond your town.
What Does Providing Excellent Service Look Like?
It looks like training your staff how to:
- interact with people
- make connections in a moment
- serve and look for ways to help people, your customers (and others too!)
My Local Grocery
I was at my local grocery store early this morning. Typically, their customer experience is less than desirable. 90% of the time staff walks by me, there’s no eye contact or greeting. It’s feels a bit like the cold shoulder.
There are two major grocery stores in our town and I really really REALLY want the one I frequent to thrive because they are not in the big box store category. They are employee owned.
My friends tell me the employee owned grocery way more expensive than the other grocery. If that’s the case, then how can they influence people to choose the more expensive route?
They’ve got to step up their game if they want to thrive and that comes by way of the service they provide.
Positive people to people connections – that is the game changer in business.Samantha Irwin
Employee Game Changer
Today while shopping I walked it down an aisle and there was a young man working, stocking shelves. He stopped what he was doing just briefly to look at me, smile, (what a novel idea!!) and say hello. It should not have been a shocker, but it was and it was very refreshing!
I picked up my item, turned around, and walked back down the aisle to go check out. Again, he paused what he was doing, looked at me and asked, “did you find everything that you need?”
Oh my goodness, knock me over with a feather. His actions took just moments but made a big impression. What he did, in just a few seconds, are the three customer service basics.
These basics made me, the customer feel appreciated, noticed, and valued. They can do the same thing for your business. Learn about them HERE.
So get on board the rest of the staff! Imagine what kind of positive environment this entire store could be if his behavior was the norm.
Customers would leave lighter, brighter, singing a happy tune, walking on sunshine, etc. That would transfer to their next interaction in the community. They would be happy to come back (and bring their friends).
What snazzy things is your business doing to improve business while the coronavirus is visiting? Let me know and I’ll share it with others! Let’s share your positive impact.
Samantha works with businesses helping owners to ‘tame the overwhelm’. She conducts workshops and trainings in hospitality, customer experience, and creating a culture in the workplace that inspires and motivates employees and customers!
To contact simply email me at info@Kaizen.Zone