What does service look like? Or should I say 'good service'. I have been in stores where I have been ignored, I have been in stores where I have been too quickly cared for. Both are distasteful. So what does the right service look like.
I think being over anxious to please deters, yet being ignored does as well. I think supermarkets could be used as our most often experienced purchase. We like to go and browse and buy what we want but if we cannot find what we want we desire that employee to be there, right at hand to direct us. Well that is how it is for me. We like the shop set out in a way that pleases.
I remember in the past being involved in a group that owned several businesses. One of them was a mobile phone shop. The phone samples were all around the wall with information about them close by. The sales person was at the desk at the end and noticed if a serious browser tarried they might like some help. There was a one way glass window from which the supervisor could watch and monitor and be alerted if he was required.
When I go into a phone shop I go straight to the service desk and ask for help, unless I have prior knowledge and am just looking, feeding my want factor.
I know I like having signs up indicating what is where, I like to touch, and see and I like friendly, but not over helpful or pushy staff.
I am now in a service industry such as, say a bank. People like to decide for themselves when they go into a bank but they want to know that the people there know how to help them, have the right products and can them them to them quickly and efficiently.
By the time people come into our business the marketing has been done. Now what is needed is unobtrusively providing the service, quite a challenge if we don't know the person and know we have less than a minute to do so.
This is where first impressions are important. What is the front door like? Does it welcome? Is the shop orderly or cluttered, can people find what they are looking for or are they overwhelmed? Is the atmosphere in the shop what is conducive to buying? Is there music? Is it the right music?
Is the person available to serve able and willing? Do they look the part? Does you business shout 'I am here to please you?'
No comments:
Post a Comment