Selling: That’s the Customer’s job?!
Has the Burden of Selling been passed on to you?
Businesss have basically got three major goals: Sell, sell, and sell some more! Mastering the art of selling is a key pillar for business success, but it’s kind of wild how some businesses act like it’s the customer’s job!
I mean, how many times have you found yourself doing all the heavy lifting? Waiting for service, navigating those confusing online menus just to find what you need, and then the whole delivery and payment process turns into a hassle, making you throw in the towel.
But this isn’t a blog to vent my anger. It’s a lesson in where business goes wrong and how they can easily resolve problems with quick and easy fixes!
Not only that, if you’re a business in a competitive industry you can easily dominate by harnessing your customer service above the majority low standards.
When ‘time wasting’ is the Service being Sold
You’ve seen this play out time and time again. I have especially when I whip out my invisibility cloak in a café or restaurant. You get seated, and the waitstaff saunter by without taking your order — like, are we invisible? After a painful 15-minute wait, and your having to get up to ask someone for service, finally, someone shows up, but they’re only interested in your drink order. Apparently, ‘waiting’ is the service they’re actually selling, and guess what? We end up buying it!
Ever been in a store on the hunt for something, and there’s no one in sight to help? Or online, where the search bar’s on vacation, and the menu system seems to follow its own mysterious logic? If customers can’t find what they’re after, they’re outta there faster than you can say “next!”
Christmas at the Flagship store of Macy’s in New York was something my wife always dreamed about. A chain holding a long admired reputation equal to their popularity. When we first arrived, I was led around like a dog with an over-excited owner towards the shoe section. What we stumbled upon was a shocker. Shoes, shoe boxes, and more scattered all over the floor. It looked like a delivery van had a wild moment, and items just spilled out everywhere.
When we tried to get some help, the staff blamed the store’s chaos as an excuse not to assist us. Undeterred, we ventured into the clothing sections. The clothes on the racks seemed randomly placed, like you’d find in a thrift store, but the prices were anything but thrift-like. Definitely not what we expected from a well-established department store. Needless to say, we left feeling pretty disappointed and ended up buying nothing. It’s safe to say a return trip isn’t on the horizon.
We actually did return, once, and to no surprise the department store was in the same state as before. No improvement. If anyone has been recently I’d love to hear your thoughts.
The Lost Art of Selling: Elevating the Customer Experience for Retail Success
While retail is increasingly dominated by online shopping and digital transactions, call me old-fashioned, but I still hold firm to the belief that the level of customer service can make or break a business. Perhaps it’s a touch of nostalgia, but I yearn for the days when the more upscale the store, the more one could expect to be treated like royalty — even if it was all part of the grand theatrical performance of retail.
It’s undeniable that businesses can survive with the bare minimum in customer service, but what if I told you they could be doing much better? The art of selling, once a cornerstone of retail success, seems to have taken a backseat in the bustling world of commerce. Let’s explore further points on how a reinvigorated focus on customer service could be the missing link to elevate businesses from mere survival to outstanding success.
1. Personalized Experiences: In the age of automation and mass production, the personal touch often gets lost in the shuffle. Imagine a shopping experience where businesses take the time to understand individual preferences, offering tailored recommendations and creating a unique bond between the customer and the brand. The lost art of selling can be found in the details, and personalization is the key to unlocking that potential.
2. Genuine Connection: While the theatrical act of customer service can be entertaining, genuine connection is what leaves a lasting impression. The days of scripted interactions and forced smiles should give way to authentic conversations. Customers can sense when they’re being treated as mere transactions versus valued individuals. The art of selling lies in building genuine connections that transcend the transactional nature of business.
3. Educated Staff: Ever found yourself wandering the aisles of a store, clueless about a product, and desperately seeking guidance? The art of selling includes having a knowledgeable and enthusiastic staff ready to educate customers. Investing in staff training not only enhances the shopping experience but also instills confidence in customers, turning them into repeat patrons.
4. Seamless Integration of Technology: While the human touch is irreplaceable, the integration of technology can enhance the customer experience. Imagine a world where businesses seamlessly blend the convenience of technology with the warmth of personal interactions. From user-friendly apps to in-store tech innovations, the art of selling extends beyond the physical store and into the digital realm.
5. Feedback Loops: Customers love to be heard, and businesses can benefit greatly from actively seeking and responding to feedback. Implementing feedback loops creates a dynamic relationship between customers and businesses, allowing for continuous improvement. The art of selling is not just about the initial transaction but the ongoing dialogue that keeps customers engaged and invested.
While survival in the competitive retail landscape is attainable with the status quo, the opportunity for exceptional success lies in rediscovering the art of selling. By embracing personalized experiences, genuine connections, educated staff, technology integration, and feedback loops, businesses can create a shopping environment that not only survives but thrives. It’s time to turn the page on the era of lackluster customer service and usher in a new chapter where the art of selling takes center stage once again.
Customer Service Reversed
Imagine my predicament. I’m knee-deep in the chaotic world of toddlerhood, dragging my kids to sensory classes like a sherpa leading a pack of miniature adventurers. Now, these classes — oh boy, they were like my weekly Olympics, only with more cheerios and fewer gold medals.
I was on a one-man mission to pay for these sensory extravaganzas. Their customer service was like a unicorn, rare and magical, except when it came to taking my hard-earned cash. I’d be there, wallet in hand, ready to make it rain in the name of kiddie enlightenment, and what do I get?
Excuse after excuse. “Pay me next time,” they’d say. Or the classic, “I’ll be setting up something online soon.” Yeah, right. I guess their online setup was on the same timeline as my plan to become a trapeze artist — always in the distant future.
Fast forward to today, and surprise, surprise — those businesses are no more. Poof! Gone like yesterday’s mashed peas. And here I am, scratching my head and thinking, “Did they miss the memo? The whole point of being in business is to, you know, make money!”
Maybe they were secretly plotting to create the first-ever toddler utopia, where payment was in laughter and playtime was the only currency.
But alas, in the real world, bills need to be paid, and even the most whimsical businesses need some cold, hard cash to keep the lights on.
So, note to all the budding entrepreneurs out there: customer service is like the glitter on a cupcake, essential, sparkly, and delightful. But don’t forget the cherry on top, the part where you actually make money.
Because the goal isn’t just to have a blast; it’s to turn a profit and avoid the unfortunate fate of becoming a nostalgic tale told by parents who remember the days when their kids did yoga with a puppet named Sir Quacks-a-Lot.
Lesson learned: In the business jungle, customer service is the vine that swings you through the treetops, but making money? That’s the banana you need to grab onto if you want to survive. So, fellow entrepreneurs, remember the golden rule — make it rain (with real cash, not excuses) and keep the business party going! 🎉💸
Customer Service: The Uncharted Territory for Business Dominance
As businesses jostle for supremacy, there exists a tantalizing yet uncharted territory that could propel a single entity to dominance — exceptional customer service. It doesn’t take much, and in this competitive landscape where few dare to tread this path, there lies an unprecedented opportunity for a business to rise above the rest.
I. Small Changes, Big Impact:
Elevating customer service doesn’t necessitate a complete overhaul. Small, thoughtful changes can make a significant impact. Whether it’s a personalized greeting, a genuine smile, or a helpful recommendation, these seemingly minor adjustments can set a business apart and create a memorable customer experience.
II. Be the Exception, Not the Rule:
Being the exception can be a game-changer. While others settle for the status quo, a business that commits to exceptional customer service becomes the beacon in a sea of sameness. Customers, starved for outstanding experiences, will flock to the outlier that prioritizes their satisfaction.
III. Building Loyalty Brick by Brick:
Customer loyalty is the Holy Grail of business success, and exceptional customer service is the mortar that builds it. By consistently exceeding expectations, a business can create a loyal customer base that not only returns but becomes its most ardent advocate. Word-of-mouth recommendations are invaluable in a world inundated with marketing noise.
IV. The Ripple Effect:
One satisfied customer can create a ripple effect. Their positive experience resonates far beyond the initial transaction, influencing friends, family, and even strangers through online reviews and social media. A business committed to exceptional customer service becomes a force multiplier, leveraging the power of genuine recommendations in a digital age.
V. Navigating the Untapped Market:
While many businesses focus on cutting-edge technology or aggressive marketing strategies, the realm of exceptional customer service remains largely untapped. In this unexplored territory, a business can carve out its niche, dominating the market with the simplicity of attentive service and a genuine desire to exceed customer expectations.
VI. Sustainable Success:
Exceptional customer service stands the test of time. It creates a sustainable model for success, fostering customer satisfaction that endures beyond fleeting fads. Businesses that prioritise service build a legacy, ensuring longevity in an ever-evolving marketplace.
The road to business dominance need not be paved with grand gestures and elaborate strategies. It can be as simple as committing to exceptional customer service. In a landscape where few businesses dare to prioritize the customer experience, the opportunity to stand out and dominate is unparalleled.
The time is ripe for a business to seize this uncharted territory, elevate customer service, and emerge as the unrivaled leader in a competitive world. The path is clear, will your business be the one to boldly tread and conquer?
