by Michael B. Wasserman (GM at Hyundai of Tempe)
(1) | Remember…you’re in the PEOPLE WORK business not the paper work business. |
(2) | Make your customers (shoppers) feel important. They’re essential to your business. |
(3) | Greet every person that walks through your doors immediately. Make strangers feel as welcome as regular customers. |
(4) | Say “How may I help you?” or “How may I be of service?” rather than “Can I help you?.”..or even worse…”Did you want some help?” |
(5) | The customer always comes first when it comes to your job priorities. A customer takes precedence over talking to other employees, arranging the lot or paperwork. |
(6) | Don’t talk “shop” business in front of customers. Don’t take or make personal phone calls when you’re serving a customer or when customers are in the immediate area. Don’t talk around or over the top of customer’s heads. |
(7) | Accompany people to the right area or department rather than merely pointing and saying “It’s over there.” |
(8) | When speaking to anyone about credit problems or any difficulty, politely take them away from the area of other customers to speak with them in a non-public area. |
(9) | Use more creative wording than the tired phrase “Have a nice day!” Be more than a robot with your speech. |
(10) | Make the leaving as pleasant as the greeting. Always say “Thank you. Please come back and see us again.” or “We appreciate your business.” |
(11) | Send Thank-You notes for purchases and future business. |
(12) | Ask that they call you if everything did not meet their satisfaction. You want then to tell you, not 10 other people. |
(13) | Make follow-up calls after the sale. Answer any unanswered questions. This is the time you can correct any problems. |
(14) | Put on your “customer glasses.” Look at all aspects of your business front the perspective your customer sees. What can you do to improve it? |
(15) | Be easily accessible for those with physical limitations. |