Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

How to Walk the Floor and Talk to Customers


This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.

1. You Are the Maitre of Your Business

Your role is take that of a maitre d'hotel. You should meet your guests (customers), welcome them and ensure they leave with a positive feeling about your business. You should set aside at least one hour a day to walk the store and talk to customers.

2. Overcoming Embarrassment

Many owners will not walk the floor and talk to customers because they get embarrassed starting a conversation. If this applies to you, then take out a sample of products and ask customers to try them. This always starts a conversation and then you can ask them what they think about your store.

3. Clean the Tables

An alternative approach is to clean the tables in a restaurant or work on bag filling at the checkout. These are ideal locations to start a conversation and really find out what customers are thinking about your store.

4. Walking The Floor Should Be Done Openly

When walking the floor introduce yourself to the customer as the owner. Get them to provide you with ideas on how they believe you could improve the service to your customers.

5. Vary The Time Of Day You Walk The Store

It used to be traditional for owners to walk the store at opening time. This is still a strong tradition in Japan where it still is a very formal arrangement. You will gain more from varying the time of day that you actually walk around. This will enable you to meet different customers and see your team and store at different activity points.

6. How Much Time Should You Spend On The Floor

Some of the leading retailers spend as much as 20% of their time walking the store. They also believe this is the most important and enjoyable part of their working week.

7. Feed Back The Ideas

Make sure you feed back comments to your team. Remember, praise in public, reprimand in private. Your team will be interested in your comment. Make sure they are aware of why your walking the floor. Make sure you talk to them as you walk the floor. This will relax them and make them feel your part of their team.

Management Memo

A message from McDonald's

One day while on his way back to the office from an important lunch in the best restaurant in town, Ray Kroc, owner of the McDonald's chain in the United States, asked his driver to pass through a few McDonald's car parks. In one he spotted papers caught up in shrubs along the outer fence.

He immediately went to the nearest pay phone, called his office to get the name of the manager, then called the manager to offer to help him pick up the offending rubbish.

Both the owner of the McDonald's chain in his expensive business suit and the young manager met in the carpark and got down on their hands and knees to pick up the paper.

As managers we are frequently more interested in the activity inside our business premises than in the building's outside appearance. The appearance of your building and it's surrounds is at the front line of your organisation's public image - as Ray Kroc was well aware.

About The Author

John Stanley is a conference speaker and retail consultant with over 20 years experience in 15 countries. He regularly contributes to retail magazines around the world and has authored several successful marketing and retail books including the best seller Just About Everything a Retail Manager Needs to Know. Visit www.johnstanley.cc


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Echo-U: Top 5 Tips to Cope with Customer Service - CommsTrader (blog)


Echo-U: Top 5 Tips to Cope with Customer Service
CommsTrader (blog)
Your customer service team should take notice when people are dissatisfied or downright angry and find swift solutions to their problems, putting procedures in place to avoid a complaint escalating. Ideally every business should plan ahead and make ...

Spirit Airlines Is Turning to Disney for Help Improving Its Customer ... - Travel+Leisure


Travel+Leisure

Spirit Airlines Is Turning to Disney for Help Improving Its Customer ...
Travel+Leisure
Spirit Airlines may be known for its affordable “bare fare” flights, but it's also known for skimping on customer comfort and service. While the airline has previously ...

and more »

Customer service complaints against US airlines, ranked - Chron.com


Chron.com

Customer service complaints against US airlines, ranked
Chron.com
The year isn't over yet, but it looks like air travelers are having fewer things to complain about in 2017, according to the U.S. Department of Transportation. From January to September of this year, passengers filed 1,434 complaints related to ...

StandardAero Launches Customer Service Portal - Aviation International News


StandardAero Launches Customer Service Portal
Aviation International News
StandardAero has launched myStandardAero.com, a service portal that customers can access via computers and mobile devices. The portal enables customers to review and approve squawks while directly communicating with StandardAero project ...

Purdue-based company developing software to improve customer service receives $750000 grant - Purdue News Service (press release)


Purdue News Service (press release)

Purdue-based company developing software to improve customer service receives $750000 grant
Purdue News Service (press release)
perceive-team Perceive Inc. has received a $750,000 National Science Foundation grant to continue to develop a business to help high-end retail stores improve customer service through automated coaching of sales associates. The Perceive staff (from ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


Forbes

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
Forbes
Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Five Ways to Get (And Give) Good Customer Service This Holiday Season - Forbes


Forbes

Five Ways to Get (And Give) Good Customer Service This Holiday Season
Forbes
Stories of poor customer service are legendary; especially at this time of year. It seems every company and every customer has a tale of woe. There's the clerk who doesn't know/doesn't care; the voice mail system with endless hoops to jump through to ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
Los Angeles Times
The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


Forbes

These Two Customer Service Formulas Can Improve Employee Performance By 100%
Forbes
Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links