Sybilleruth's Personal Finance Blog

Retailers are having it hard in these global recession times. Obviously something has to be done to bring in the customers and the answer is obvious…outstanding customer service. Anything that will spark memories for a return visit to any business establishment.

The flagrant violaters of outstanding customer service are the fast food “joints”. Usually run by “generic” teens who possess zippo personality. They are there to collect a paycheck and NOT go the extra mile it takes to keep a job. (I sometimes wonder how many of them even wash their hands after using the restroom facilities.)

Placing an order is met with “huh” or a blank expression. A pet rock has more personality then some of the working teenagers. Counting change went by the wayside. The need to check your order is ever increasing because chances are something will be missing.

Who do you blame? The teens? No. The managers. Managers are usually not present – or at least standing up front with the customers. Teen employees are easily replaced since there are many lining up to find any job available. Some of those teens really want to work, really want to make a name for themselves and even want to attend college despite their parents’ inability to pay for the education. Those are the ones who will provide outstanding customer service. They have learned the “golden rule” that return customers guarantee their paychecks.

Therein lies the solution. Return customers. That is the goal of any retail business as well as fast food “joints”. Perhaps following a check list will help young ones develop a personality that will satisfy any customer…

•Greet each customer individually.
•Smile, smile, smile and if you think you have smiled enough – smile even more.
•Always be available to customers, no matter who you work for.
•If an item is not available, let the customer know you will check into it. (And do it!!!)
•Apologize…even if you are not in the wrong. Who says manners have become archaic. Offer a one time discount for future patronage when something or some service has gone awry.
•Thank the satisfied customer profusely for their business. Let them know they are much appreciated.

No doubt there is more that can be done but in today’s economy, the customer rules. The tables have been turned on retailers. Now it is the retailer who will have to prove their worth and do so with something that will cost them nothing – outstanding customer service