Words Matter
Our Knock Your Socks Off Customer Care is rooted in the details. When it comes to customer interaction and communication, words are huge. Words matter. It may seem like a small detail, but choosing the right words will have a positive impact on our customer care. At the end of a transaction when a customer is leaving they often say “thank you”. How do you respond?
Replying with the very common “no problem” is a far cry from a gracious “you’re welcome.” Think about it … the words “no” and “problem” are negative words. Why would you want to give the impression, even subconsciously that your customers were a nuisance? Especially if this is the last statement you make as they leave Uncle Ray’s Dairyland?
We ask you to challenge yourself to break the habit of saying “no problem” and say “you’re welcome.” Some of our team members have told us that they prefer using a phrase like “it’s my pleasure” because it creates a much more positive conclusion to their interaction with the customer.
It’s the sum total of these little details that creates the memorable experiences that set Uncle Ray’s apart from our competition and makes us great.
Greetings for Starters
NO ONE likes to be treated like a number by having a service person responding like a machine. That means greeting each and every customer with a cheerful, upbeat and enthusiastic, “Hi there, what sounds good for you today or it’s a great day for a treat, isn’t it?” You “undo” years of memorable experiences for customers when you say to a customer, “I can help who’s next,” without adding the proper eye contact, beautiful smile and an enthusiastic “Hi there!” You’re glad to see them, you’re glad they came in and went by all the other ice cream places just to come here!
Everyone must be greeted properly – every time. Remember, Uncle Ray’s customers’ expectations are extremely high. For years they have experienced great service over and over and they expect it again and again, every time they come in.
When you’re very busy and the lines get long, it is very easy to simply and quickly take an order from the next customer in line without properly greeting each and every one first. Don’t do it! Give the next person in line the courtesy they deserve by greeting them properly. There is no substitute for the human touch you provide when you deliver Uncle Ray’s Knock Your Socks Off Service. That’s what makes high quality service such hard work. It’s also what makes it so rewarding.
A Sincere “Thank you,” Please
Never underestimate the value of a sincere “thank you.” Thank You, Thank You, Thank You … and THANK YOU!!!
Remember when you were 10 years old and what you wanted for your birthday was that hot video game or special Barbie? And your grandmother gave you underwear instead. And your mom and dad stood there and looked at you and pinched you on the arm. “Now, what do you say?” they prompted. “Thank you. Grandma,” you said. And Grandma beamed and patted you on head.
Saying “thank you” is as important today as when your parents tried so hard to drum it into your head. In your job, you need to say thanks to your customers every day, all the time, every time! You need to sincerely value the gift of the business they bring you, even if it may not be as exciting as video games and Barbie dolls.
When should you thank our customers?
EVERYTIME! It bears repeating: Customers have options every time they need ice cream. It’s easy to take regular and walk-in customers for granted. DON’T!
Compliments
WHEN THEY COMPLIMENT YOU (or your store). Accept it gracefully, say, “Thank you.” and add, “We really appreciate your business.”
Comments or Suggestions
WHEN THEY OFFER COMMENTS or SUGGESTIONS. Thanking customers for feedback says that you’ve heard what they’ve had to say and value their opinion.
Something as simple as, “Thank you for taking the time to tell me that! It really helps us know where we can do better.” delivered with EYE CONTACT and a SMILE, can work wonders.
General Winning Scripts – Greeting the Customer
Busy at the Frozen Yogurt (Flavorator) machine
“Hi there, I’ll be right with you. “
At the Front Counter Register
“Chunky Shake” Dave
“A Chunky Shake, that’s sound good.”
“What kind of ice cream are you having?”
“Could I have a Turtle Blast, please? Dave
Turtle Blast? You’ll love it.”
“What are you having?
“A Dirt Sundae” Dave
“Oooh … isn’t that the one with the worms? Sounds good!”
“You sure have a lot of stuff on the menu … “ Dave
“What are you good for?”
“Oooh … “ Dave
Did you know we make our own ice cream?
“You do?” Dave
Yea, we make it in our store everyday.”
“Sounds great!” Dave
“Are you ready for one of our great desserts?”
“ I sure am. I’d like to have one of those Uncle Ray’s chocolate malts.”
Unwinning Words and Phrases
POLITENESS goes far, yet costs NOTHING. We are capable of bruising or soothing our customers with words; it all depends on how we use them. Here are five phrases that intentionally or unintentionally, can drive your customers right up the wall in anger or frustration.
“I don’t know.”
Instead, say “Gee that’s a good question. Let me check & find out.”
“We can’t do that.”
Instead “Let’s see what we can do, I’m sure we can.” Then find an alternative solution.
“You’ll have to wait 5 minutes for that Uncle Ray’s shake.”
Instead say, “Sure, that sounds great! They take a little longer, about 3 minutes. Well have that right up for you! They’re well worth the wait!
“No.”
The answer is “YES!” You can turn every negative answer into a positive responsive.
“Is that it?”
“What do you mean ‘Is that it?’ Geez, I just spent $14 here! – What more do you want from me?”
Instead: A cheerful tone of, “That sounds great, will that do it for you?”
Totally Unwinning
One of the most common negative messages we can send to customers is, “I think you’re – stupid.” (Especially when they can’t make up their mind what it is they want- Especially when they’ve just spent 10 minutes in line & still don’t know!) We send that message when we use phrases like, “Do you understand? ” or “Make up your mind.” (Or a common mistake we see and everyone of us just hates, is to make a RUDE SIGH under your breath, rolling your eyes back slightly and top that off with that certain tone of voice. Customers know it and so do you). When we begin talking to a customer as if we were addressing a 4-year old (even when a customer’s behavior may be straight out of preschool). If 4-year olds don’t appreciate being talked down to, – why should adult customers find it enjoyable or satisfying?