Posts Tagged ‘shopper’

Any Color is Certain Colors

September 9, 2010

I greet a woman looking for help, and she tells me, “I’m looking for a basic crew-neck short-sleeved shirt and a long-sleeved crew-neck shirt. I need them in medium-size.” She’s reading from her phone a short shopping list.
I lead her nearby telling her, “We only have a few colors…”
“It doesn’t matter what the color is, I don’t care, I’m just picking it up for my sister. She wanted me to pick some up for her.”
“Okay,” so I hand her a gray short-sleeved shirt and a black long-sleeved shirt.
She rubs the collar, looking at me, “Is this what crew-neck is? Just a regular neck?”
“Yes.”
Opening the gray shirt, she looks at the wall, “I don’t want this color, do you have a black one?”
“Yes.” I hand her the black medium, taking the gray shirt away.
“Do you have a white one?” She shakes the long-sleeved, black shirt at me.
“Yes.” I hand her the white shirt, taking the long-sleeved shirt back. I’m so glad she didn’t care what colors we had, or we might have had a problem. I laugh a little to myself, and go back to my day.

Customer Type: The Liar, Micromanagement

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Shoplifter- Rule #1

May 14, 2010

The first rule I tell anyone I train, “Treat everyone like a shoplifter.” Before you back away and gasp in surprise, you need to understand how we treat a shoplifter. We pay attention to them, we notice what they’re looking at, offering suggestions so they know we’re there, we’re available. No matter where they look, they can always see us. How is that not great customer service?

I don’t just say hello to customers that come in, I watch what they look at, this way I get an idea of what they want, what they are shopping for. I generally ask if they need another size, but I also offer other alternatives, too. Whenever they hold something, I ask if I can put it aside in a fitting room or at the registers for them.

Some customers are utterly amazed when they walk into the fitting room and I ask, “I saw you looking through the pants at the front of the store, I see you didn’t find your size, did you want me to check if we have it?”
“How did you even see from here?”
I laugh, “I see everything, it’s okay.”

This is how you should treat every customer, because anyone could be a shoplifter. This is how you should treat every shoplifter, because anyone could just be a customer.