It’s difficult not to be repetitive when you are dealing with customers
all day long, especially when they tend to ask the same
questions every time. Unfortunately, this is a part of our
working life. We all face a degree of repetitiveness that simply
cannot be avoided. But it’s a shame to see people serving
customers and reciting the same lines over and over, with no
real recognition of the customer as an individual.
We have all been into shops where the staff appear to be
bored senseless. They answer customer enquiries like a robot,
barely acknowledging the customer and often simply pointing.
To the customer this is almost like saying, ‘You’re not important.
I don’t want to be here and you are only adding to the
boredom of my job.’ I even see this happening at the end of the
sale, when there is often an insincere ‘Thank you’ or, even
worse, ‘Have a nice day’.
When dealing with customers it’s very important to stop for
a second, make clear eye contact to acknowledge the person,
and then answer their questions clearly and concisely. Don’t
treat them like a number; treat them like the person they are.
I often hear business owners and staff complaining about
how difficult their customers are. They are demanding and
rude, and they want everything done immediately. From my
experience they are only receiving what they give out. Those
customer service-oriented people who know how to smile and
how to make eye contact establish an instant rapport with their
customers that blossoms into a warm and friendly encounter,
even if it’s only for a few minutes. The customer leaves feeling
good, and the person who was serving them also feels good and
ready to start the next encounter on a bright and very positive
note.
As a business owner or manager it is up to you to set the
example when it comes to treating customers as individuals. If
your staff see you leading by example, they will follow. If staff
boredom is a problem, develop ways to overcome it. You might
consider moving staff around so that they don’t end up doing
the same job all the time, changing the environment so that
there are new and interesting things to talk about, or rewarding
staff for making the effort to talk to customers—whatever
works for your business. Try to keep some innovation in the
workplace that will keep your staff talking to your customers.
Another complaint that I hear a lot is that the business is
too busy to take the time to be friendly to customers. I still can’t
believe that I hear this, but I do. When things are busy, it’s even
more important to take a few seconds to be friendly and to
recognise the fact that the person standing in front of your cash
register is paying the bills. People can deal with waiting in line
if they are finally served by a friendly, interested person.
The most important point to remember from this tip is that
you need to be sincere when dealing with customers. If you are
going to ask a question, make sure that you acknowledge their
answer.