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Image courtesy of Stuart Miles from freedigitalphotos.net

Image courtesy of Stuart Miles from freedigitalphotos.net

I have a few places I shop at for “musical items”, with about three places to choose from locally and a bunch just an hour up the road I am a bit spoilt for choice, not to mention the online stores. Today I was zipping by one of the three ;local ones and needed one simple item.

In a customer service sense I like to shop live, rather than onlilne, so I get to compare details, brands, friendliness, and sometimes even price, note how that comes in last…

This morning while looking and asking questions I was wonderfully surprised by the gent doing the serving. Firstly on the bench there was a beautifully hand crafted instrument, it looked like an eight stringed banjo, but I was soon mesmerised by the gent picking it up and saying “it’s a Ukelele… hand made in Australia, listen to this!” he played a few chords and it a lovely resonant warm tone that beckoned forth. Simply exquisite!

From that point he could have sold me a few items, I was captivated and it was there that the details all kicked in.

There was no “Can I help you?”, and thank goodness for that! There was no hurried “Yes what can I get you?” No no, it was a very dignified honest approach, I felt welcome from the ‘get go’ and for the first time in ages I felt like I could readily ask questions about a whole bunch of things, so I did, a few minutes soon turned into about twenty.

I bought what I came for and left with a spring in my step, I had found soemone who clearly has a delight for musical things, an interest in quality, and the the discussion on alternative instruments was quite fascinating.

I was impressed, I bought, I gained more knowledge and feel as if I could go back and readily interact some time soon, I even went as far as to allow him to add me to their data base!

The only thing that bothers me is if the guy serving me is not there the next time I go in. I have shopped there before and have mixed feelings about some of the other staff. Indeed another staff member in the shop today was a surly so and so, and I deduced that just from her facial expression/s.

Next time I will stride in with confidence but perhaps fully expect to be let down, due to past experiences perhaps weighing heavily in the background.

What can we learn and put in place from all this?

  • Be genuine – I felt it right from the start, he was interested and interesting, warm and inviting.
  • Be nice – Welcoming, open and friendly, he even used my name as I left wishing me a good day, nice touch!
  • Know your product/s – My questions were answered with clarity and interest as well as showing a depth of experience, I know he knew his stuff.
  • Offer more – I got added to their data base becuase he offered me the opportunity, simply by asking if I was on the data base already, I then asked if he would like to add me, no hard sell from his side of things.
  • Impress me – The hand made instrument on the front bench had me from the start, how it looked and sounded, I loved it (although not a big Ukelele freak per se).
  • Leave me on the up – I felt good leaving, and felt so pleased here I am writing about it!
  • Train your team – Pick up on the details that work in teh intereactions your staff have with the cutomers, then figure out what is the most genuine way to make those details a reality. Now train the team in the details.

If you are into causing your customers to love what you have to offer, be all you can be to cause people to love what you have and how you present it, they will be back for more… Now to make it a consistent offering!

 

Regards

Steve Gray

Steve Gray - Steve is a business educator - Trainer - Speaker (Steve Gray.biz). You can get his Leadership E Book from http://theleadershipguy.com.au The info provided in these articles is for educational purposes only and is intended as a starting point for you to build your business from, not as specific advice.
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