Posts Tagged connect

It’s all in the details

Image courtesy of Stuart Miles from

Image courtesy of Stuart Miles from

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!



Steve Gray

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Connected people

You have staff, you have customers, how connected are they?

How connected are you to your team?
How connected are the individuals in the team…

Does it matter, yes… and here’s why.

Your people are your biggest asset, they do the things required to cause customers to pay for the products and or services you provide. No connection, means no communication, no communication no sale. Here’s the issue, its all about having a ‘suitable’ depth of communication.

The same thing applies to the internal customer communications, no communication, no connection, therefore there is probably a low care factor. (seems obvious now I spelt that out huh…)
Change it, discuss it, explore it, push it, use the term “Care Factor” and raise it to a suitable level (too much can push things over the edge).


Now take a look at your “Care Factor” for ALL your team. Here’s some pointers to consider.

  • How much do you know about your people?
  • Ask them about their day, weekend, issues, thoughts, perspectives etc.
  • Chat about their hobbies and interests.
  • Discuss work issues face to face every now and then (not just by email or a brief chat as you pass in the hall way).
  • Invite them (not literally) to ask you about your interests etc…

Some of you will find this easy, others will struggle and have probably stopped reading for fear of connecting with their staff! Think about all of this carefully, because at the end of the day no connection means no sales, and business needs sales! (one way or the other).Your next questions should be how do I/we connect better! 🙂

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