Milwaukee, WI

Monday, March 09, 2009

One of my clients was loading groceries onto the conveyor when she noticed that the cashier was behaving rather oddly. The cashier seemed distracted and the check-out process was taking longer than usual. She would scan an item, then look down at something under the counter. This happened several times.

Finally, my client peeked over the counter. She discovered that the cashier was texting from her cell phone while checking out customers. Needless to say, my client's impressions of the employee and the store, were significantly diminished.

While this is an example of appalling service, it's also wake-up call for employees in all companies. There is never a right time to cut corners when it comes to service, but now, more than ever, you need to do everything possible to build customer trust.

Here are 7 ways to instill confidence in your customers:

1. Never make your customers feel like they are interrupting you.

No matter what your job title, your customers are the one and only reason you are at work. Without them, you would have no job.

2. Use language that let's your customers know you are taking ownership of service.

Tell your customers you realize it is your responsibility to assist them with their requests.

3. Reassure your customers.

Review the details they have shared with you and confirm that you fully understand what they need.

4. Keep your customers posted.

Customers trust companies whose employees keep them apprised of the status of their orders or requests. Stay in touch with your customers to give them updates.

5. Maintain a professional image at all times.

This goes beyond the clothes you wear. Your image is reflected in your speech, body language and activities.

6. Give your customers your complete attention.

If you seem distracted or too busy to listen carefully to your customers, they will assume that they don't really matter. Then, they'll go find a company where the employees treat them like they do matter.

7. Ask your customers for honest feedback on how you can improve service.

Invite ideas and suggestions from your customers. It will help them to feel more connected with your company.

Your customers need to be reassured that they are making the right decision when they choose to spend their hard-earned money on your products or services. If you leave room for doubt, they may take their business to your competitors.

Debra J. Schmidt

Loyalty Leader

Loyalty Leader Inc.

Milwaukee, WI

414-964-3872

414-967-0875

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