Recently while shopping in a Target store, I saw the opportunity to purchase a new phone with my Verizon provider. How convenient! The representative greeted me warmly as I entered his area and made me feel comfortable and welcome. He made some small talk conversation that related to the upcoming holiday season. When I asked a few questions about the new phones, he patiently took the time to teach me the differences between the models and benefits of each. After, I made my choice and finalized the purchase, he asked me if I had any other questions or concerns and then thanked me for shopping with him.
I walked away content and confident with my purchase decision and felt very happy with the whole experience. What were the components of that experience that made it a pleasing one? Let’s use the acronym GREAT to recap:
G is for GREET. Greet each customer like a cherished friend that you haven’t seen in a long time. Make them feel welcome, not an annoyance or intrusion on your day.
R is for RELATE. Find a way to relate with something in common with the customer; maybe the weather, the season, the product, their children, etc. The purpose is to make them feel comfortable and start to trust that you care about them, not just making a “sale”.
E is for EDUCATE. Educate the customer as much as possible so they can make an informed decision. Be honest. Know your products and services.
A is for ASK. Before the customer leaves, make sure you ask them if there is anything else you can do for them. If your product or service requires additional elements, ask specifically about them. For example: this product requires AA batteries, do you have or need them? This saves the customer from getting home and then finding out and having to make a return trip.
T is for THANK. Sincerely thank the customer for their business. In most cases, they do have choices, so make sure they know you appreciate that they chose you and your business.
Yes, it’s that simple. The hard part is to make it consistent so that every employee offers GREAT service. That’s why it takes a culture.