Have you noticed a trend in customer service?
As your turn at the register arrives, front end staff at retail outlets large and small are asking “Did you find everything you were looking for?”
Do you personally have a standard answer?
“Yes – and then some, ” is my typical response at the grocery store.
The cashier’s reaction could be an acknowledgement of how buying more than you intended to purchase happens often. Or maybe a chuckle and nod; or possibly a little half smile. (Usually from someone under the age of 18 who has never really shopped for a week’s worth of groceries and doesn’t understand what I mean).
But what is the intention of asking this question?
All In The Name of Customer Service
Usually, asking, “Did you find everything you were looking for?” is part of the corporate office training module encouraging staff members to engage with the customer.
The caveat to asking ‘are you satisfied’ questions that might indicate your staff cares about your customers, is to be sure there is a plan in place when the customer responds, “No”.
Otherwise, asking the question is meaningless.
Your customer is already telling you their experience is already less than satisfactory. If you ask the question and do not react accordingly, they have no reason to believe you really care at all.
Without a plan of action to enact when a customer responds they could not find something they expected your store to stock, you provide the customer a reason not to return to your store the next time.
Some ideas would be to have:
- The cashier call a manager over who could look for the item or recommend an acceptable substitute on the spot.
- Ask for a description of the item and check other local stores to see if it is stocked there. If so, advise the customer they could pick it up or it could be shipped free to your store. (Some retail outlets do provide free shipping straight to the customer’s home in cases like this).
- Take the name and number of the customer and call them when the item comes in or when it has been tracked down at another location.
Now, wouldn’t that change the feeling this customer has about your company?
Give The Customer What They Want
If this type of response doesn’t seem possible at your organization, then it is time to change the ‘opener’ your staff uses to engage with the customer.
Perhaps complimenting the color of the sweater that is being purchased, saying that the veggies look so fresh or just asking if the customer is having a good day will appear to be more personal.
If the customer doesn’t respond to this small talk, well, coach your cashiers to just finish the transaction with a smile and wish the customer a good day!
You’ll have provided them with the type of experience they were looking for!
Did you know mystery shoppers can act out specific scenarios when in your store or office? Give me a call to find out how to monitor the customer experience in your organization.