You’re going to love this one. I am standing in the check out line of the grocery store the other day with a cart full of groceries.
Now you all know that when you go to the grocery store these days, even if it’s only to pick up a few items, you better have your smelling salts because you are going to faint when the cashier gives you your final total-AFTER COUPONS!
So there I am with my debit card still smoking from the transaction and my brain still in a state of disbelief that I am paying this much at the grocery store when the cashier hands me my receipt and says, “There ya go!”
Of course she was perky and pleasant when she said these words, but my initial thought was, “Really? Where am I going?”
This was quickly followed by my next thought which was. “Gee, didn’t I just hand you an amount of money that is probably equivalent to your salary for the week? Shouldn’t your response have been-Thank you?”
The phrase, “There ya go” minimizes the importance of the transaction. It makes the customer feel undervalued and it has the potential to give your customer a reason to shop elsewhere.
When you mystery shop, be sure that your form includes what the cashier said at the close of the transaction. It’s the final impression that a customer has of your establishment.
We always read and appreciate your thoughtful comments!
Do you train your employees to say, “Thank you” at the end of each transaction? What other phrases of appreciation might your staff incorporate into their closing comments?
If you like what you’ve read or you know someone who might benefit, please share. We love it when you do!