WHY IT IS TRUE: Being totally honest with yourself, you will probably notice that you cannot treat every customer the same or give the same effort to everyone. This is because we have been wired to focus on the potential dollar amount of the sale, and what the customer can do for us. A well-dressed customer driving a BMW will have everyone’s complete attention when he walks through the door. However, when an elderly man or woman or teenager walks in the door, most of the staff act busy. Some walk away from the customer hoping another staff member will take care of them.
PLAN OF ACTION: Consider making a simple change. Adopt a creative standard to view every customer as a person. Hustle to greet every customer and give them a first rate experience regardless of what they’re looking for or what they buy. Set a goal to impact their life in a meaningful way and add value to their experience. In the long run these people will become not only good customers, they will become your greatest source of referrals. — David Richardson
This article originally appeared in the February 2015 edition of INSTORE.
