Most people of a certain generation prefer to pay for things with a card of some type or with an app. Yet, there are still people out there who like to carry the green in their wallet – and pull it out to pay for a cup of coffee, gas or even a new outfit.
Customer use of debit or credit cards is simple for the cashier or sales rep.
In most stores, the staff doesn’t even have to touch the card. The customer swipes, signs and can even have the receipt sent directly to their email. The cashier can just wait for the transaction to be completed by the customer.
He Only Wanted a Quarter
I have one friend who really, really prefers to use cash. He knows what he has in his wallet – and when it’s gone, he says it must mean he has no need to buy anything.
This same guy also likes to minimize change and prefers ‘bigger bills’ in his wallet. If something costs $32.00, he’s going to give the cashier $42.00 so he can get a $10 bill in return.
He’s got many stories of how befuddled cashiers just kind of look at him and say, “You gave me way too much.” He usually allows them to try to figure it out. Most times, they punch what they received into the register and it does the math for them.
He went into a convenience store not too long ago to purchase a few staple items. The young, bright cashier was pleasant and friendly.
The bill came to $5.77. He handed her $6.02. She quickly assumed he was handing her $6.00 even and had put the information into the register. When she received his payment, she looked at him and asked why he was handing her the pennies. He told her so he could get a quarter back.
She stood there and said, “I can’t accept this. I would have to do mental math.” He repeated that he just wanted a quarter back. And she told him again she couldn’t do it because she didn’t want to have to add it up. She gave him the twenty three cents the register told her he was owed.
This experience, of course, is not the worst customer service experience anyone has ever had.
But it does make a difference in how my friend thinks of this organization.
The little things do matter.
How much does a Bad Customer Experience Cost your Business?
The infographic by Help Scout shows 80% of companies believe they deliver superior service; only 8% of their customers say the same.
Did you read? 86% quit doing business with a company after a bad customer experience.
Sounds like there is room for improvement. What are your customer’s experiencing?
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