The Lost Sales Associate...

We've all experienced it. Waiters and waitresses that act as if you're invisible. You call your favorite electronics store to listen to the melodious sound of eternal ringing or the latest music hits. My favorite is going to a department store and figuring out that it would be easier to find the "lost ark" than it is to find a sales associate. If these scenarios sound familiar, you are not alone. What ever happened to the realization that true customer service has always depended on having a "customer servant" that can be reached without exerting a tremendous amount of effort and time?

After I graduated from high school, I had an opportunity to work at a local department store. I quickly became the manager of the art and school supplies department. As the summer was coming to a close, I had an idea about how to better serve the mothers that would be coming in to buy school supplies for the next school year. I went to all of the local schools and asked for each grade level's list of supplies. I placed an order to adequately take care of the needs of those that would be shopping down my aisles. Since the lists were almost identical, I stocked the shelves in the order they appeared on the lists. The enjoyable thing was when mothers came in and looked a little hurried or overwhelmed. I just calmly took the basket and filled the order for them. The store manager let me know numerous times how those mothers couldn't believe how well I'd taken care of them. Even though I had just turned 18, something inside told me that in order to see repeat business I needed to realize that I only had one shot to make an impression and it had better be the best one I had to give.

Recently, I got a kick out of an experience at my local home improvement warehouse. While looking for my usual stuff for the weekend home project, I couldn't help but notice the frustration I was seeing on the faces of customers who couldn't find what they were looking for. There was one woman in particular I approached and asked the simple question, "Can I help you find something?" The relief in her face was exactly what I was looking for. Being that I knew that store like it was my own, it wasn't too hard to help her find what she needed. When she asked if I could assist in one last thing it became necessary to personally introduce her to a sales associate that needed to find someone to help. (It's easy to introduce them by their first name when it's printed on their uniform.)

I cannot number that times that I've been in a store and been asked the question..."Do you work here?" I still don't know why I would be asked that question unless I just have the look on my face that says "I care". But then again, caring is the one thing I've found that brings a customer back and gives a little insurance that you business or career has a future.

Randy's SuperQuickReminder: One of the greatest feelings in business is finding someone with a question for which you have an answer.

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