- May 24, 2018
Companies spend billions annually on research that helps gain new customers and retain existing ones. Those who fall short of making their customers happy will not survive in the competitive world of business. We are in a unique position when servicing any location. Our customers can be a brand, a retailer, or any stakeholder involved in the process of getting a product on the shelf. You are mistaken if you think it ends there.
Some of you have worked in or even owned a store and understand the consequences of poor customer service and the benefits of excellent customer service. It’s essential that we don’t get completely lost in the technicalities of the services we provide whether we’re training associates, resetting a department, installing an endcap, or building a new store.
Our presence doesn’t end once we leave. How we treat everyone during a visit has a lasting ripple effect. An outstanding experience will bring someone back, but customers do not forget when they had an inadequate experience. This quote accurately describes our position and how any way you look at it, we have a direct influence on the end user.
“If you’re not serving the customer, your job is to be serving someone who is.” – Jan Carlzon
The longstanding Customer Relationship Reward Program acknowledges those who receive accolades from customers. Those comments make their way to your manager who can nominate you for the award. Here are some of the examples brought up by customers just in the first quarter of 2018.
From North Dakota: “The whole team was top notch, the kind of quality work ethic that any employer would be proud of. He was concerned that the sets met [our] needs. He gave excellent input and listened to our concerns. This team came into our stores every day with upbeat attitudes. They worked hard each day. They were fun and easy to work with.”
From Wisconsin: “The install team was great, no issues whatsoever. [They] even ended up staying all day Saturday to try to rearrange the boards to get as much on as possible.” From IL: “These photos look great. Please give your lead some praise for this reset. Well done!”
These aren’t all of them and certainly not the last. One of our largest retail customers has a wall of fame for positive feedback, and some of the above positive comments have proudly made their way there.
Be a steward of excellent customer service and you will be pleased with the positive effects you have!
Successful people are always looking for opportunities to help others. Unsuccessful people are asking, ‘What’s in it for me?'” – Brian Tracy