Manage My Employees

Article #47

Guest Blogger: Jaclyn Boatright

What makes a customer choose one business over another? How can a business create a positive experience for its customers in a way that compels customers to return—over other options?

For the past five years I have conducted over 500 shopping experiences as a secret shopper. I have seen the good, the bad, and the ugly of quick-food restaurants, automotive services, and retail.

When you have a positive experience with a company that company sticks out to you, and you think about them whenever you need that particular service again. It creates customer loyalty.

Based on my 500+ experiences, there were six things the best employees did:

• Show customers that you enjoy your job by smiling and having an energetic tone in your voice. Happiness is catching and people like to be around happy people. It makes the customer feel good when they are walking away from the interaction. Also, it makes the customer associate the business with that positive feeling.

• Uniquely thank the customer by using their last name (if you run their credit card, you should be able to get their last name). It catches the customer by surprise and puts a nice personal touch on the interaction.
• Give the customer an ego boost by complimenting them. Compliments when used appropriately are powerful and can make a great impression. Mark Twain once said, “I can live two months on a good compliment”. The customer will likely associate a positive feeling or thought with that experience for some time.
• Create a welcoming and comfortable environment. When customers see employees talking and laughing with other customers, it creates a sense of community and belonging. The customer would get the impression that the employee cares and gets to know the people who do business there.
• Share the daily deals and upcoming specials with the customers. Everyone loves a good deal (especially in a tough economy), and it gets them excited about the opportunity to save money. Customers will go out of their way to come to your business, if they think you will keep them informed of how they can save more money.
• Come out from hiding behind the desk or counter and help the customer. When customers are looking for an item or have a question, help them by looking for it instead of just standing there and pointing in the direction they need. They will appreciate the help and are likely to spend more time in the store, especially if they feel taken care of.

Bottom line: Creating positive, memorable experiences that go beyond the hum-drum is what draws customers to one business over another. Remember, it can be as simple as smiling at the customer or going out of our way to help or inform them. Invite the customer in and keep them coming back—you never know when the Secret Shopper may visit!

Mark Holmes helps companies increase sales, service and employee performance. He utilizes twenty-four years of experience advising, training, and coaching some of America’s most successful small and large companies. His ideas on employee retention, employee motivation, customer service and leadership have been widely featured in major national media like FOX, Chicago Tribune, Dallas Morning News, BNET and The Wall Street Journal.

*Inquire about Mark’s consulting, speaking or coaching.

*Media contact? See Mark’s profile at Expert Click or email