What Does Your Staff Believe the Customer is Supposed to do? Productivity Suffers if You Don’t Know

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If you have a business, in order to continue to stay in business, you probably need to have customers who want to purchase your products and/or services. You have your methods of attracting these customers to your business. When they finally get to your door to consider your company for their needs and desires, what happens to these customers?

In my travels I have heard all sorts of comments by customer service providers about what the customer was “supposed to” do. Successful companies are realizing that the customer is not required to do anything special, just show up.

The company is supposed to prepare the employees to handle the various situations that occur when there is finally a contact with a customer. It is this preparation for handling the customers in the most positive, and professional manner, that will lead to the results that make money for the company.

If not handled correctly, assuming that the customer must know what to do in your business that they may never have been to before, heard about before, or know anything about, can cause you to lose the customer, get a bad reputation, and ultimately put you out of business.

Add to the company’s responsibility for training the staff to be the most productive with the customers, the fact that we are an instant-gratification society. People want everything right now. They have no patience for your not understanding how to help them.

Have you ever seen people calling others on a cell-phone? Do you believe that they will text-message their issues to others? What could happen to your business with some bad blogs, or poor shopping reports?

Teach your employees to eliminate the words” your supposed to” to your customers. The customer is a customer and wants to consider giving you their hard-earned dollars for your products and/or services. You’re supposed to be the best you can be at making them feel comfortable, happy, and giving you their money.

The customer is not even “supposed ” to show up, we hope and pray that they do. When the customer arrives, our goal is to keep them. We are “supposed to” help them to find the products or services they are looking for and to help them spend money. We want them to have good things to tell their friends, co-workers and family, and pray they come back again for more.

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Tags: , , Leadership, Inspiration, Management, Organizational Culture //

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