Franchise Money Maker

This article is written and owned by Jed McCall

If we were passionate about Customer Service and proud of
it, we would see a completely different picture in retail
today. If we could move more retail managers into the
passionate mindset, what a noticable difference customers
would see. More of them would be treated as they should
be, after all we expect consumers to part with their hard
earned and over taxed pounds, certainly they could expect a
certain level of customer service in return, is this not
how it should be?

Why is poor to insignificant customer service normal?
Would it not be simple and certainly more constructive to
exceed customer service standards? Why do retail
owner/managers tolerate the destruction of their company
name and customer base? Is it the employment process, is
it because great people are hard to find? This may be the
case but it is not ‘mission impossible’. Try these tips
and expect to maintain a much improved level of customer
service:

1. When you take staff on, employ people who smile
naturally and make eye contact. Not to difficult this one.

2. Another easy one, only hire people who are tidy and
presentable, they take a pride in their appearance. It
follows they will also take a pride in their place of work.

3. Listen carefully during the interview - you only want
people who speak clearly and can be understood.

4. Take on people who are comfortable selling your
company’s products and services. When you are interviewing
them, hand them one of your products and ask them to
sell it to you, or at least show enthusiasm in the product.

5. Start training the new employee immediately, they need
to be competent in your environment and understand
exactly what you want from them. You will need to be clear
on what you expect from your employee and be able to
train this in successfully, to meet the needs of your
business.

If you can’t do this stop hiring now, give the task to
someone else while you re-evaluate and examine your own
‘training needs.’

6. Observe and listen to your new employee as they deal
with your customers - you must do this. Do not
delegate this task.

7. Remember to recognise and praise what has been done
well. Remember also to mentor and coach on what was
not done so well.

8. Watch, listen and praise again straight away if you are
happy they are looking after your customers correctly.
Keep this up for the remainder of their career with you,
ensure you provide future training and development
opportunities.

9. If your customers are not being looked after as they
should be - you and the unsuitable employee will part
company. If you don’t have a policy of zero tolerance for
unacceptable performance criteria, put one in place
now, re-visit your probationary periods for new starters.
Don’t be upset when you have to fire someone. Your
first duty is to protect your business, customers, and also
your good and reliable employees, who will no longer
have to carry any non-performers either.

10. Follow through on any customers who have had to endure
the bad experiences of dealing with the unacceptable
staff member. Do everything possible to rectify this
damage - this is important - you must do this.

Your hiring and review practices form the begining of
recruiting and maintaining excellent staff. To continue
with excellent customer service you must retain excellent
employees.

Fact - From the latest selection of research: Companies
that undertook training on a regular basis, posted
shareholder returns eighty six percent higher than firms
that didn’t increase training, and fourty five percent
higher than the market average. Food for thought!

Good Luck.

—————————————————-
Retail professional with a keen interest in assisting the
development of independant business, by encouraging the
right people into the industry. Are you a manager, owner
or interested employee, looking for more information on the
retail environment to obtain some important knowledge and
information visit this link.
http://www.how2retail.co.uk
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Customer Service in the Franchising business, click here.

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