A view of the industry through the
eyes of independent and chain retailers.
Taking Customer Service to the Next Level
It's a constant struggle, but
with big rewards.
by Rich Kizer & Georganne Bender (July 7, 2010)
The American Heritage® Dictionary of the English Language
defines the word Oxymoron as “A rhetorical figure in which
incongruous or contradictory terms are combined, as in a deafening
silence and a mournful optimist.”
Or customer service.
We can all agree that customer service is an important part of every
business. And we can probably also agree that customer service is
subjective. Service that thrills one customer may be just ok to
another. And there is danger in providing “satisfactory” service.
Several years ago, Vanderbilt University conducted a study on
customer satisfaction. The study found that approximately 25–40% of
satisfied customers do not return to a place of business even if
they are satisfied. What’s the reason customers do not return?
Because they were merely satisfied.
The Unofficial Kizer & Bender Dictionary of Customer Service
defines Satisfactory as “Doing just enough to get by.” Do you have a
parking lot? Do you have shopping carts, a cash register and bags?
Great. That’s what it means to satisfy a customer’s basic needs –
just getting by – but it’s not enough to keep customers coming back
for more. You only have to look around you to see all of the choices
customers have today. Why shop in a store that’s just okay when you
can shop somewhere else and be thrilled? So, if the things that you
sell are great, but your customer service isn’t, here are some
things to consider:
If you have shopped in a Nordstrom, then you have experienced great
customer service. The sales associates at Nordstrom sure know their
stuff, and they make customers feel like a million bucks. How do
they do that?
Do you think that each time Nordstrom enters a new market they bring
an entire store team with them from some other town? Nope. They find
all of their hundreds of new employees right there in the community.
Your community. In a past life, the attentive sales person carefully
wrapping your purchase may have once asked if you’d “like fries with
The thing that makes Nordstrom shine is its unwavering definition
and approach to great customer service. Associates are trained
professionals who are empowered to make customers happy. Period.
Do your sales associates know your personal definition of great
customer service? Put aside an hour or two and outline your
definition of great service. Part of your definition might include:
uniquely greeting every customer within 90 seconds; acknowledging
each customer you encounter in the store; answering the telephone
within four rings, etc.
Now, here’s the time-consuming part: each of the areas you identify
will require you to write a customer service standard of operation.
Written service standards do two things: they are a powerful way to
shape the perceptions that customers have of your store; and they
are a great management tool to help you measure how well your
associates are meeting your required level of service.
Each of your customer service standards must specifically tell
associates what is expected of them. Your standards must be concise
and easy to understand; they need to define what is to be done, how
it should be done, by whom, and when. And most importantly, your
standards must be based on your customers’ wants, needs, and
expectations. The best part is that once they are written down on
paper, your standards give associates a game plan to follow, and an
objective way for you to monitor how well they are doing.
When your customer standards are complete, immediately schedule a
store meeting to discuss how you expect customer service to be
handled in your store. Make sure that you cover your new service
policy with every person who works, or is affiliated with, your
store. This includes contracted workers like class instructors and
demonstrators; anyone who officially represents your store.
No doubt, working with customers day in and out isn’t easy.
Consistently delivering great service requires the right attitude.
The last customer out the door in the evening deserves the same care
as the first one in the door in the morning. The customer who spends
$1.00 deserves the same respect as the customer who spends $100.00.
Hire nice people, because nice is hard to teach. You may have
talented, but surly people working in your store right now who are
wonderfully creative. Great, let them be creative in the back room,
away from customers. The associates on the sales floor need to do
Follow the Golden Rule: “Treat others the way you want to be
treated.” Acknowledge every customer with respect and dignity.
Be empathetic. Take a walk in your customers’ shoes and try to see
yourself and your store through their eyes; it will make a big
difference in how you react to a customer’s question or complaint.
Be responsive. Show a willingness to help customers promptly and to
their complete satisfaction.
Keep your promises. If you promise to call a customer at a certain
time, make sure that you follow through. How well you keep your word
is a direct reflection of who you are.
Never tell a customer “We can’t do that” unless you follow with
“Here’s what we can do …”
PUT THE CUSTOMERS FIRST
The policies you have posted throughout your store are silent
purveyors of your personal view of customer service. We’ve found
unbelievably nasty policies in stores where we thought the customer
was numero uno. Be your own customer for a moment and take a hard
look at your policies. How do they communicate your message? The
written word can be tricky – you may think you are saying one thing,
but the customer sees something else. Do your policies “speak” in
the proper voice? Are they written in a polite and respectful way?
Do they make customers’ feel like you are on their side?
For example, a return policy that reads: “No returns, no exchanges,
no exceptions” isn’t going to attract many customers in this day and
age. It just makes you look unprofessional. A policy that states,
“We will gladly refund or exchange your purchase within 30 days.
Your receipt guarantees it.” is a much better choice.
When it comes to customer service, you can never rest. You must
constantly be on the lookout to take your current service standards
to the next level. Each time you review a policy or procedure, be
sure to look at them through your customers’ eyes. Same thing with
your sales associates – evaluate their service performance from a
customer perspective as well. Even when you think things are running
smoothly, there is always the opportunity to do better.
Great customer service is answering questions, solving problems,
fixing what’s broken and finding what’s lost. It’s making people
happy and calming those who are not. It’s the retail equivalent of
pulling a rabbit out of a hat every single day – with a smile on
Just about every competitor sells the same product, just not in the
same way. Customer service is the last great proving ground to
differentiate your store from all of the rest. Let your competitors
deliver satisfactory service; you’re on to Next Level Customer
Service. Is customer service an oxymoron? Not in your store!
To read previous columns, click on the titles in the right-hand
column. Rich and Georganne will be conducting the following seminars
at the CHA summer show in Rosemont next month:
“Extreme Retail Makeover: The Customer Experience - Hiring and
Keeping Good People To Keep Your Customers Coming Back” on Mon.,
July 26, 1:30-2:30 pm.
2. “Social Media for Retailers: A Step by Step Guide to Join the
Conversation” on Tues., July 27, Noon – 2:00 pm.
3. “Extreme Retail Makeover: Power Merchandising for Profit” on
Wed., July 28, 10:00 am – 11:00 am.
For more show information and to order tickets, visit
KIZER & BENDER Speaking!
Keynotes | Seminars | Consulting | Store Design
103 North 11th Ave., Ste. 206,
St. Charles, Illinois 60174
Phone: 630-513-8020 | 24/7 Mobile: 708-347-2682 Fax: 630-513-8098
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