Guiding Your Customers
You’re somebody’s customer. We all are! Every human being that is able to read this has had to purchase something from someone, and that makes you their customer. Think back t
o the last time you visited a bricks and mortar store. How was the customer service? Were you put first? You can use this experience to analyze what works for you as a customer, and what does not. What happened when you asked an employee a question? What was the response? Was it helpful to YOU or to THEM?
Let’s imagine, for a moment, that you are shopping for a washing machine in your favorite appliance store. You find a machine you like, but do not know the price. You find an employee that just happens to be walking by at that moment, and you say to them, “Excuse me, what is the price of this unit?” The employee responds, “I don’t work in this department. You’ll have to ask Joe. He’s five aisles down, helping in the vacuum cleaner department.” This is a response that is helpful to HIM. He may feel good about helping you, and it did not take him much time. However, it is now up to you to find Joe’s whereabouts, and ask him yourself. This is not helpful to YOU. It is not user-friendly.
A good employee would respond, “I don’t work in this department, but Joe does. I can take you to him.” After finding Joe, the employee says to him, “Hi, this person has a few questions about the washing machines.” at which point Joe can now take over and help you.
The first employee deflected your question to someone else, leaving you to find the answer yourself. The second employee PERSONALLY guided you to the right person.
Make sure, if you’re involved with selling, you’re not deflecting questions from customers. If you are not the right employee to help, you need to GUIDE them to someone who can provide the right courteous service. This is good customer help and your customers will appreciate this thoughtfulness. They will remember it as they finalize their buying decision.
Questions for Reflection:
If you were a customer of your business, would you be pleased with the service?
How can you help guide your customers?
