Your Service Environment
A superior customer shopping environment includes timely and effective inventory assortments, including complementary goods and services. This must all be done in an operationally consistent and efficient manner, through the interactions of knowledgeable, courteous and efficient salespeople. Technology and infrastructure should be employed as enablers.
Suggestions to help you enhance your customer shopping environment include:
1 – Mandate that all employees, at all levels of the company, spend time interacting with customers. Require them to document their findings and suggestions. Incorporate these into their performance evaluations.
2 – Understand your core customer profile and their related wants and needs.
3 – Determine and initiate quantitative and qualitative methodologies to evaluate customer satisfaction levels.
4 – Know the specific human behaviors most desired by your customers (eye contact, smile, greeting, use of last name, etc.).
5 – Facilitate on-going brainstorming sessions focused on the identification of service enhancing opportunities.
6 – Track the results of your team efforts, continue to evaluate your customer’s shopping experience and adjust plans as necessary.