Desiree and I went shopping yesterday at a nearby shopping center for some spring clothes. It was another beautiful day in Fort Collins we had a nice time, except in the J.Crew store.
The Scene of the Crime
My wife shops at J.Crew because it is one of the few stores that has nice clothes that fit her well so we went to their store first. I went with Desiree to look for some clothes I need for an upcoming trip. It was a long shot to find anything but I thought I would try.
We spent 45 minutes shopping and browsing, Des did so seriously, I was mostly browsing. In that three-quarters of an hour, the sales clerks spent a total of 45 seconds talking to us, and that was after we had to search for them. The clerks were spending their time folding clothes rather than waiting on customers.
I left empty-handed and Desiree purchased a few items but only because they were too nice to pass-up.
The Right Way
The next store we went to was Tommy Hilfiger to find a pair of jeans. When I walked into the store, Katie (the assistant manager) smiled and called to me from a few yards away and asked if she could help. (The only reason she did not walk to me was that she was in the middle of folding a pair of pants.) I told her what I was looking for , she made some recommendations and helped pick the correct sizes and 20 minutes later she and her great staff had sold Des and me 3 pairs of jeans and 2 shirts.
When I was paying for the clothes, I commended her on how well she and her staff treated us and always with a smile.
I have had poor service at other stores but this was the first time Iâ€™ve had terrible service followed immediately by outstanding service. These stores were separated by only a few hundred feet, so they drew employees from a common talent pool. Also, they were both of similar price range and quality so the customer base is similar, possibly differing only in average age of clientele.
My conclusion is that the management in first store had no idea how poorly their customers were being served.
In contrast, the second store must have a management staff that knows how to educate employees to treat their customers well. I will gladly shop and Tommy Hilfiger again.
Have you educated your customer-facing employees to approach customers with the proper attitude and with a willingness to be helpful? Do you study the actions of your employees to ensure they follow procedures and do you gage the reaction of customers? If not, you could be alienating high-value, repeat customers
Originally posted 2015-03-17 07:58:14. Republished by Blog Post Promoter