One of thousands, or thousands of ones


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The best customer service/experience happens when I feel respected and/or appreciated, and my expectations are met or exceeded. My expectations can be anything – good food, good service, a knowledgeable salesperson, a fast check-in, open registers, I’m not kept waiting, a product in stock, etc., etc., etc.

While many elements make up a great customer experience, there is one common theme: Me. As a customer, I’m the one that determines whether I’ve had a good experience or not.

I’m sure most, if not all, of the companies I do business with have a defined service approach and training for their employees, but there’s a big miss by virtually every one of them. Me. Companies talk about customers as if they’re all the same; as if each person who walks in the door is just another version of the person before.

If thousands of people walk in over the course of a week I’m one of thousands but in reality, customers are thousands of ones.

That is why delivering a personalized experience is such a great differentiator and the key to both winning customers and maximizing the sales opportunity.

Every specialty retailer should have a defined sales experience approach. It’s an important roadmap for the staff to add value to the customer’s visit and not simply clerk the sale. It’s also important that the staff be taught, and expected to, deliver the experience uniquely to each customer.

You’ve probably defined how to do this. The difference is in the details and the quality of the execution.

Saying “hello” is one of thousands. Welcoming and acknowledging each individual is thousands of ones.

Talking to a customer is one of thousands. Having a conversation with someone whose name you know and about whom you know something is thousands of ones.

Showing a product is one of thousands. Recommending products based on the answers to questions you’ve asked is thousands of ones.

Giving good service is one of thousands. Making sure your customer has the best possible experience is thousands of ones.

This starts with how the company/store leadership sees and engages their team. A staff can be one of many or many ones. When we teach and coach each individual person to learn how to deliver a more unique and memorable experience, we are well on our way to succeeding one customer at a time.

So let me ask, is your experience delivered to one of thousands or to thousands of ones?

Republished with author's permission from original post.

Doug Fleener
As the former director of retail for Bose Corporation and an independent retailer himself, Doug has the unique experience and ability to help companies of all sizes. Doug is a retail and customer experience consultant, keynote speaker and a recognized expert worldwide.


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