This Weeks Store Shop - A Major Pharmacy Retailer

Well I had the privilege of secretly shopping a major drug store chain, third in the big three in this region. It was easily realized why they are last amongst their peers. Upon walking in I noticed the clerks just standing around and doing nothing, The store was not a particularly clean store, however, the items for sale were pleasantly displayed amongst their hanging hooks or shelves. For some products their were too many choices of pretty much the same item, and then on others there was no choice available for the consumer. I noticed alot of products were out of stock and many were very low in inventory. I couldn't help but notice an obvious customer return on the sales shelf, It was a 20 inch box fan so therefore you can imagine it stuck out like a sore thumb already due to its size, it was re-packaged in its original box, but, it had been re-sealed with duct tape. The entire display looked very unpleasant because of this item. Why would this be on display? I myself would send it back to the manufacturer, or use the proper tape, or even give it away to a customer it is only a $10.00 item it is costing more leaving it on the sales floor. Imagine what a customer is thinking when seeing that product amongst other more expensive fans and even air conditioners. Remember, this is only a drug store. Also, there was a big RED FLAG, the clearance items which had their own tables, most products had no prices on them. How does a manager or proprietor expect someone to consider making a purchase of a product that has no price on it, most won't, which explains the tables growing inventory over the past two weeks. Customers want convenience and expect it to. If you don't provide that, on their next trip they just might consider trying out the store two blocks over or perhaps even two to three miles away, after all that's only five minutes in the car. There of course was many other problems as well and this is not even 1% of my report, however what I am trying to do here is to show you that a customer sees something on a higher level that may be lame to an employee or manager. One thing that surprised me when I was checking out the ease of contacting the store was that their Customer Service Survey 800 number was not accessible on pay phones, by their request. Why would they not welcome all calls? Maybe the competition does.

Copyright © 2009 TheSalesGeekOnline.com

This weeks phone shopper

Doesn't it pay to be prepared? Today I picked up a copy of the only magazine I subscribe to, Entrepreneur. I went to the back, to the classified ads and I found several ads that interested me. Now I am not going to go out of my way to call unless I am truly interested in something. I called five or six ads to receive information on their products and/or services. Let me tell you something, These companies spent all that money to place the ad and went through the trouble to come up with the ad copy and to call-in to the magazine and got out that credit card and dealt with the customer service agent that was only to happy to take the order, and can you guess what they didn't do? They did not prep or train the people that answer the phone on how to handle incoming advertisement calls. Now why go through the trouble and expense if your not going to follow through? Guess what I did when the person answering the phone couldn't offer any help, that's right, I kindly said my neverminds and hung up. One third didn't even know about an ad running. This is like opening a retail store, having all the product properly displayed and not asking the customer for the sale. Like my grandmom use to say, If your going to do something, do it right or don't do it at all.

Copyright © 2009 TheSalesGeekOnline.com

Something To Remember.....

If you don't take care of your customers, Somebody else will. How true is this statement. Good customer management is tops in priorities as well. Sure some people follow the ordinary steps to giving good service but if you have to be there anyway, why not put out a little extra and provide your customers with an extraordinary experience. With the amount of competition that there is in all industries it's not about making a sale it is now about relationships and making multiple sales. Have your customer or guest enjoy their experience so much that they tell their friends and family. Getting referrals should always be on your mind, they are the easiest and most profitable customers. Fanatical Customer Service is not a single act, it is a habit practiced every moment of everyday.

Copyright © 2009 TheSalesGeekOnline.com

First Priority.....Giving Good Service From the Moment the Door Opens

Soon as that customer, client, guest etc. comes through that door, it is SHOWTIME. At that moment, you as a professional drops everything and all concentration belongs to that person or persons that just came through that door. Everything that you have learned and trained for is now up to bat. Whether or not you are prepared for this moment depends on whether or not you strike out, get a base hit or a HOMERUN. The first thing a customer wants to see is an award winning honest smile and a great greeting.

Copyright © 2009 TheSalesGeekOnline.com