Preoccupation is defined as “being engaged in irrelevant thought.” this is best done when you are alone.
Teach your fellow employees above all that if they are in the presence of customers, that they must pay attention and not be preoccupied. When customers come anywhere close to your employees, they should:
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Snap to attention and FOCUS on them.
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Greet them and find out how we can assist them.
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Find out where they are from.
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Pay attention to their children.
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Make them feel special.
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Treat them as individuals.
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Show complete respect for them by paying attention to them.
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Share their product and service knowledge with them .
This is one of the easiest things you can do to make sure that your customers are being treated so well that they will do business with you over and over in addition to telling everyone else how great you business is.
Remember your business reputation is in direct relationship to how well the employees that come into contact with the customers perform. . . . Lee
Lee,
re: “. . . your business reputation is in direct relationship to how well the employees that come into contact with the customers perform.”
When I think of my personal service experience horror stories they almost always are with the employees and a face-to-face situation. These “Moments of Truth” are the heart of the service encounter. If we want customers to come back again-and-again, then we must get each and every one of these moments of truth to work with a positive experience.
It seems to me we need to move away from the rote (read mechanical): “Welcome to Great Clips!” to a genuine greeting of each and every guest.
Jim