A smile will keep the customer coming back
AS I walked past the mall next to Nakumatt, the beautiful apparel displayed at one shop window caught my eye. The entrance to this particular shop was difficult to locate but the guard kindly motioned me to a flight of stairs.
By Mary Ongwen
AS I walked past the mall next to Nakumatt, the beautiful apparel displayed at one shop window caught my eye. The entrance to this particular shop was difficult to locate but the guard kindly motioned me to a flight of stairs.
I made two turns, tripped over a trash can but straightened up in time to walk majestically into the store.
The ladies at the counter paused for a moment to scrutinise me before resuming their conversation.
I was already uncomfortable. Tension heightened when I noticed them frequently glancing in my direction. Was my dress too simple? Had they concluded I was not their type or could not afford the materials?
Eventually, one of them walked up to ask if she could help and before I could finish stating that I was just looking around, her back was turned and she was marching straight to her seat as if to say: “I knew it, I just knew itâ€.
I lingered around, not interested in the material anymore, just wondering whether I deserved the crude reception. Why did it bother me? Who cares how one is treated in a shop right? — Make your choice, pay for the damn thing and get moving.
There is never enough talk or training on how to handle customers. While we ordinarily zero in on the receptionist, waitress or shop keeper to define customer service, we all deal with customers and are all customers at some point.
The reason you are drawn back; desire to buy groceries from a particular shop, is the way you are treated and how you feel at the moment of transaction. It is about your ego being caressed, you feeling in charge.
You are even tempted to spend more while the party on the giving end gets not only the money but a great reputation which is more valuable than a one off deal. It is a win-win situation.
If a customer is elated with your service, you can be rest assured that even if they don’t return, they will tell someone about it.
Once, I walked into a high end clothes store and the lady at the counter lit up, with a firm, clear, enthusiastic tone, she said “Hello! You’re welcome†“Looking for something in particular? “Please feel free to look around and let me know if you would like some assistance†Wow!
Every other shop attendant I met was pumped with energy and eager to help. I began to understand their business sense. I was treated like a princess with the sole purpose of seeing me back again and trusting that I would spread the word.
You may not feel like Hussein Bolt after winning l00 metres sprint but smile, show your customer you are happy to see them.
Make eye contact, do everything within your means to see that they get what they want. Where possible, give a firm handshake, speak clearly and audibly, keep your word, give them full attention — listen. Our interactions go beyond one off instances.
The next time your colleague asks for your assistance or you happen to be waiting on tables, do it with a smile and enthusiasm, there is no telling who they will talk to about the encounter.
The difference between ordinary people and the extraordinary is they live the moment, maximising it and having no regrets.
AS I walked past the mall next to Nakumatt, the beautiful apparel displayed at one shop window caught my eye. The entrance to this particular shop was difficult to locate but the guard kindly motioned me to a flight of stairs.
I made two turns, tripped over a trash can but straightened up in time to walk majestically into the store.
The ladies at the counter paused for a moment to scrutinise me before resuming their conversation.
I was already uncomfortable. Tension heightened when I noticed them frequently glancing in my direction. Was my dress too simple? Had they concluded I was not their type or could not afford the materials?
Eventually, one of them walked up to ask if she could help and before I could finish stating that I was just looking around, her back was turned and she was marching straight to her seat as if to say: “I knew it, I just knew itâ€.
I lingered around, not interested in the material anymore, just wondering whether I deserved the crude reception. Why did it bother me? Who cares how one is treated in a shop right? — Make your choice, pay for the damn thing and get moving.
There is never enough talk or training on how to handle customers. While we ordinarily zero in on the receptionist, waitress or shop keeper to define customer service, we all deal with customers and are all customers at some point.
The reason you are drawn back; desire to buy groceries from a particular shop, is the way you are treated and how you feel at the moment of transaction. It is about your ego being caressed, you feeling in charge.
You are even tempted to spend more while the party on the giving end gets not only the money but a great reputation which is more valuable than a one off deal. It is a win-win situation.
If a customer is elated with your service, you can be rest assured that even if they don’t return, they will tell someone about it.
Once, I walked into a high end clothes store and the lady at the counter lit up, with a firm, clear, enthusiastic tone, she said “Hello! You’re welcome†“Looking for something in particular? “Please feel free to look around and let me know if you would like some assistance†Wow!
Every other shop attendant I met was pumped with energy and eager to help. I began to understand their business sense. I was treated like a princess with the sole purpose of seeing me back again and trusting that I would spread the word.
You may not feel like Hussein Bolt after winning l00 metres sprint but smile, show your customer you are happy to see them.
Make eye contact, do everything within your means to see that they get what they want. Where possible, give a firm handshake, speak clearly and audibly, keep your word, give them full attention — listen. Our interactions go beyond one off instances.
The next time your colleague asks for your assistance or you happen to be waiting on tables, do it with a smile and enthusiasm, there is no telling who they will talk to about the encounter.
The difference between ordinary people and the extraordinary is they live the moment, maximising it and having no regrets.