A couple of weeks ago I went shopping for a mattress for one of my kids. I walked around the entire floor of one store, checked pricing and left without ever seeing or hearing from a single employee.
I guess the price on those mattresses could have been free since I could have backed my van up to the door and loaded up without ever having anyone notice.
The second store I walked in at least had an employee in the front who asked how he could help. I told him what I was looking for and he showed me two samples. I picked one, paid was leaving when I asked about a new mattress for our room.
Had I not asked the question the employee would have let me walk out the door without any attempt at seeing what else I needed. He didn’t even ask for my phone number, let alone an email address to fill me in on the latest mattress news.
As a Catholic store owner, can you say that your employees are really there and focused on helping your customers?
Here’s a quick quiz to help you figure that out:
- Do your employees have a written procedure to follow when a customer comes in?
- Do your employees greet every customer?
- Do your employees let customers know about specials you are running?
- Do your employees ask what customers need and ask follow-up questions to make sure they can find what customers really need?
- Do you have a plan in place for capturing customer information so that you can follow up with them in the future?
If you can’t say “Yes” to all of these questions it’s time to review (or create) your procedures for that all-important first impression.
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