Everyone has pet peeves, little things that annoy them beyond reason. When you were younger, knowing the little things that set off your little brother or sister could afford you hours of pleasure. As adults, we recognize that annoying little habits and idiosyncratic behaviors are not only bad manners, but they also can get you into serious trouble-especially on the job. Uncle Ray’s Knock Your Socks Off service is a positive philosophy. But part of serving well is knowing what NOT to do. It is impossible to anticipate everything that might get under the skin of a particular customer. But there are things that irritate almost all of us when we’re on the customer side of the counter. Avoid producing these irritants for your own sake as well as your customer’s!
Here are 1O “sins” YOU can control- behaviors and actions that some service providers exhibit that our customers say annoy them most
“I DON’T KNOW.”
Your customers expect you to know something about the products you sell. If you can’t really answer a customer’s question, add three essential words: “I’LL FIND OUT”‘ A customer asks, is your Creampuff sundae any good? You respond, “I don’t know. I never had one.” Now, that’s annoying (and it makes you sound stupid, too.) A proper response might be, “Oh yes! That’s one of our best sellers. The hot fudge is absolutely delicious! (You may never have sampled one before- but you’ve answered their question beautifully!)
“I DON’T CARE.”
Customers want YOU to care about serving them. They want to sense that you take pride in what you’re doing. This reinforces their belief that they’ve made a good choice by doing business with you. When your attitude, conversation, or appearance makes it clear you’d rather be somewhere else, they’ll find themselves wishing the same thing!
“I CAN’T BE BOTHERED”
Actions really do speak louder than words. If your conversation with a co-worker takes precedence over a customer, or you ignore someone’s attempt to catch your attention, your customer will be annoyed-and rightfully so. When you’re on the service floor- be rarin’ to go. Be on the lookout for customers that may come in unnoticed, want a drink of water, or most importantly, want to make another purchase. The customer is the reason you are here, so take care of them!
So, please be sure to make customers your only priority. And simply DON’T have PERSONAL conversations in the service area while you’re “ON STAGE”. More about “onstage performances” later.
“I DON’T LIKE YOU.”
Customers are sensitive to attitudes that subtly or overtly say, “You’re a nuisance, please go away.” And no one enjoys the occasional encounter with a cashier who is openly (or even covertly) hostile. (Go to most places in town and you’ll find what I’m talking about. Next time you’re in the mall, check out the clerks who are on the phone, indifferent to customers who are in their store to spend money!) The more obnoxious your behavior, the more memorable it will be for your customer, for all the wrong reasons.
“I KNOW IT ALL.”
When you jump in with a solution or comment before a customer has finished explaining their problem, that’s being pushy. Or expecting your customer to know it all can be worse, yet. ”
“YOU DON’T KNOW ANYTHING.”
There are no dumb questions, only dumb answers. When you rudely or insensitively cut off, put down or demean customers for having a confused or wrong idea of exactly what item they want to order, YOU SLAM THE DOOR IN THEIR FACE. Next time they’ll look for another door to walk their business through.
EXAMPLE – When a customer is looking over our menu and looks confused, show some kindness. Say, “There sure are a lot of good choices, aren’t there? (Yes, our menu is extensive and sometimes confusing.) Take some time to patiently explain our menu, even if there is a line around the building! Customers don’t want to feel like an idiot just because they’ve never been here before, they are confused about the menu, or they just can’t make up their mind. Do them and yourself a favor and help them out! “What ‘cha in the mood for?” Or, “Did you know we make all of our own ice cream right here in this store? It’s great stuff!”
“WE DON’T WANT YOUR KIND HERE.”
Prejudice, like customers, comes in all shapes, sizes, ages, colors, educational levels, and any other characteristic you care to name. EVERY customer wants (and deserves) to be treated with courtesy and respect. Do we treat customers who show up in suits better than those who dress in jeans and t-shirts or nose rings and tattoos or bathing suits? NO! Do you assume mat elderly customers won’t be able to understand complex issues or younger customers aren’t seriously interested in buying anything? NO!
But DO pay special attention to customers with special needs. If a parent brings in a new baby, don’t ignore the kid, make a nice comment. Same goes for kids in sports uniforms or dance costumes. Ask them, how their game or dance recital went. Sometimes grandmas and grandpas don’t hear as well as they used to. Slow your normal speaking pace down and take some extra time. And use your good judgment when a customer is trying to take more items then they have hands for – or they might need assistance with cake box. Carry it out for them yourself, especially if they have more than one box, or for someone who looks a little unstable. Never let someone carry too many items at a time. Drop what you are doing and help them out or call one of your co-workers for help. Your attitudes show in ways you may never even suspect!
“DON’T COME BACK”
The ins and outs of serving customers well is to convince them to come back again and again and again. The easiest way to discourage that is to make it clear in words or actions that they’re an inconvenience in your day and you’d just as soon be rid of them once and for all. Thanking customers for their patronage and loyalty builds a relationship that can grow. So please be sure to thank each and every customer as each item is delivered and especially as they leave the store. A simple and friendly, “Bye-bye, thank you!”
l’M RIGHT and YOU’RE WRONG.”
One of the easiest (and most human) traps to fall into is arguing with a customer over something that is a point of personal pride. When you make an absolutely beautiful sundae and present it to the customer, they look at it and say, “Gee, that’s not what I ordered,”- your blood pressure may rise, but there’s no need to argue. (Even if that is exactly what they ordered – what’s worse, you even repeated the order back to the customer) Customers are NOT always right of course, but it doesn’t cost you anything to give them the benefit of the doubt.
HURRY UP and WAIT
More than any other variable, TIME is the # l obsession for people today. Everyone starts with 24 hours a day; no one wants to waste any of it. Respect your customer’s time and you’ll find they respect you in return. When it gets busy and the lines get long, it’s time to pickup the pace. When customers see you moving with a sense of urgency, they’ll understand that you’re moving as fast as you can. When you saunter along like you’re so. so tired – that’s what will make their blood boil!
- Make the customers feel heard
- Make the customers understood
- Make the customers respected.
- Make the customers feel helped.
- Make the customers feel appreciated.
EXAMPLE – “THERE YA GO” IS NOT “THANK YOU!
This, “there ya go,” has got to go! Count, starting today, how many times people forget to say “Thank you,” and “You’re welcome”. Instead, “There ya go” seems to be the Generation X replacement. When a customer spends money, they want to hear a big smiling. “Thank you! We appreciate your business.” And when the customer says “Thank you,” please DON’T grunt, “Uh HUH.” Speak dearly. “You’re welcome” is a wonderful phrase. Use it more often, and don’t be a grunter. When your customer tells you, “Thank you” give them a great “You’re welcome. Thank you!” right back.