The holidays can be an exciting time in retail, but they can also be very stressful on owners and employees of retail stores and boutiques. No matter how much overtime you have to work and how many frustrations you face this season, make sure that your customers are not aware and are taken care of. Use these tips to train your employees on keeping the customer happy, regardless of the season stressors.
The first thing to consider is the atmosphere of the store. With the right tone, customers and employees will stay on the calm side. Avoid harsh lights and loud or repetitive music. Keeping things on a quiet and organized level will improve everyones outlook. Keep your clothing racks and displays orderly and fully stocked. Make an hourly round and check to make sure that things look nice and neat. Disarray can lead to agitation for both the customer and the worker.
Make sure that employees are equipped with the tools that they need to quickly help customers. A computer system that keeps track of inventory is a real time saver. If a customer is looking for an item that isnt out on your garment rack, then you and your employees should be able to quickly tell the customer if you have it in stock or not. It may not be possible to keep the clothing racks fully stocked if space is limited or certain products are selling out quickly. Preempt the customers frustration by letting them know that there are many items in storage that will not fit on the clothing racks. This will put them in the right frame of mind so that they are willing to ask for help when they need it.
Give your employees a refresher course in customer service. Keep your mouth shut for as long as possible and let upset customers say their peace. They need to be given the opportunity to fully explain a problem to calm down and feel like you are actually concerned. Once you have listened, try to empathize with the customers situation. Let them know that you understand what they mean and then offer an apology and a way to make things right.
If there are confrontations, use the experience as an opportunity to teach other employees how to deal with the situation. You cant prepare them for everything that could possibly happen. But, if you can give them examples, get their input, and then tell them how you would like the situation handled, then each problem that arises will turn into a valuable lesson for the entire staff. Try to have a quick team meeting before or after each shift, or during a time of day when no customers are around.
Keep a system going that ke eps your store or boutique in order. Customers and employees function on a more positive level in a positive atmosphere. If a clothing rack is a mess, then customers dont want to deal with digging through it. If the clothing racks and displays are out of order, then customers get the impression that the staff is too busy to help them. Little things around the store can help to keep the atmosphere light and inviting. Keep the garment rack straight, a smile on your face, be understanding, and you can help your employees and customers to stay in the Christmas spirit.
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