Recently, Lisa and I went shopping for new bicycles. One of the local big box stores had an ad in the Sunday paper advertising a sale on bicycles. The ad had bikes that matched our desires. So we visited the store the first afternoon of the sale. We searched through their inventory but the advertised bikes were nowhere to be found. We were obviously in a quandry and we spent several minutes looking through the stock and discussing out loud how we weren't finding the bikes in question. The entire time we were in the bike aisle making this search, an employee of the store was returning items to the shelves. Not once did this employee offer to assist us, even though we were the only guests in the aisle. I didn't ask because I wanted to see how long it would take before he made an effort to help us. He never did.
A few months ago, we were in another big box store looking for a toy that my mother wanted to get for one of her grandchildren. Lisa and I walked down several of the toy store aisle obviously searching high and low for the elusive item. Suddenly, one the store associates stopped us and asked if she could assist us. We told her what we were looking for. She checked her portable scanner to determine where the toy was located, then walked us directly to that spot. They were out of the toys so we started to thank her and walk away. "If you can wait for just a moment, I can check some of our other stores in the area and see if they have one they can hold for you." She got back on her portable scanner and punched in few things. "Oh, I'm sorry. It seems like that toy is out of stock everywhere. I'm sorry I couldn't help." (By the way - it was the week before Christmas, the place was overrun with customers and the toy was one of the most popular that season.)
Now, I invite you to guess which store gets most of our business. The fact is, we hardly ever shop at the first store because the customer service is almost non-existent. I believe that is due in large part to the lack of training that takes place in that store. I also know that the exceptional customer service we received at the second store was not a fluke but was the result of a good training program because the same type of thing has happened to us there on several other occasions. Great customer service that brings customers back or poor customer service that drives customers away. What is being offered at your business?
If you need assistance in having your training needs assessed, in the development of training tools or in the actual training of your staff, contact the Mahan 9 Group at info@mahan9group.com. It will be our pleasure to assist you in increasing the level of service provided at your establishment.
A few months ago, we were in another big box store looking for a toy that my mother wanted to get for one of her grandchildren. Lisa and I walked down several of the toy store aisle obviously searching high and low for the elusive item. Suddenly, one the store associates stopped us and asked if she could assist us. We told her what we were looking for. She checked her portable scanner to determine where the toy was located, then walked us directly to that spot. They were out of the toys so we started to thank her and walk away. "If you can wait for just a moment, I can check some of our other stores in the area and see if they have one they can hold for you." She got back on her portable scanner and punched in few things. "Oh, I'm sorry. It seems like that toy is out of stock everywhere. I'm sorry I couldn't help." (By the way - it was the week before Christmas, the place was overrun with customers and the toy was one of the most popular that season.)
Now, I invite you to guess which store gets most of our business. The fact is, we hardly ever shop at the first store because the customer service is almost non-existent. I believe that is due in large part to the lack of training that takes place in that store. I also know that the exceptional customer service we received at the second store was not a fluke but was the result of a good training program because the same type of thing has happened to us there on several other occasions. Great customer service that brings customers back or poor customer service that drives customers away. What is being offered at your business?
If you need assistance in having your training needs assessed, in the development of training tools or in the actual training of your staff, contact the Mahan 9 Group at info@mahan9group.com. It will be our pleasure to assist you in increasing the level of service provided at your establishment.
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