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Customers deserve respect. Their time and money are valuable and their loyalty is priceless. When you pay attention, you can elevate the customer experience. Here are some recent interactions that show the power of paying attention. Check your organization and identify if these happen at your company.

  • When approaching a counter at a retail store, the employee ignored me. The message is, “If I don’t look at you and make eye contact, then you are not there.” Now check your customer interactions, is anyone guilty of this? Get people to pay attention. Train them to be aware, make eye contact and be respectful.
  • On a recent visit to Trader Joe’s, I had two items on my list and had not picked up a basket. Once shopping, my impulse list grew and my arms were full. I was pleasantly surprised when an employee came to me with a basket. They simply appeared and took care of my needs. How did that act affect my experience? Ask your team to think, anticipate customer needs and make it easy.
  • I had placed a call to a supplier and when the representative answered, I gave my name along with a concise question. She was so focused on her script and her needs that she did not hear me. She asked for my name as if I had never said it. Do you like to repeat yourself? Allow your people to connect first. Slowing down will make the contact go faster.
  • When making a purchase at a national chain retailer, the salesperson asked for my email address. I assured her that I was already on the list and did not want to give it again. Her defeated response was, “The system makes me ask for it.” Wrong response. If you must ask for the email, then train your team to respond differently. Try, “Great, then you get our super offers and notices of sale”. What are your team members saying that could sound negative and powerless? Make it a positive interaction.
It is time to get your processes and training fixed so you can be fast, responsive and personal. Start simple – Pay Attention.

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About Lisa Ford

Lisa is well known for her work on customer issues. Her ideas help companies create customer-focused cultures and keep customers loyal. She is a speaker and author with over 20 years of experience presenting to businesses, associations and government. Lisa is the author of ‘How to Give Exceptional Customer Service’, the #1 selling DVD series in the US for over 3 years.

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