3 Tips from Nordstroms's - Teri's Tip #54

Based on a recent experience with Nordstrom's, here are 3 tips that made me, the customer, feel special:

1.  The clerk asked for my name, shared her name, and then used my name throughout the shopping experience even though she helped others while I was trying on things.  She remembered it.

2.  The clerk walked around the counter to hand me my purchased items vs. handing them over the counter.  It was much more personal, plus she shook my hand and thanked me.

3.  I wasn't badgered by other clerks wanting to help, but felt I was sincerely approached by them and when told I wasn't interested at the moment, didn't feel like they sulked off. 

Remember, its the little things people will remember.  And I will go back!

www.retainloyalcustomes.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book

Put Your Best Hand Forward - Teri's Tip #46

Sometimes great customer service begins with a handshake. Here’s how to make the best impression:



1. Extend your right hand out and shake your customer’s hand firmly. Don’t entwine your fingers, shake their palm with fingers closed. Be careful not to squeeze too hard or too soft. Too hard and it looks like you are trying to be dominant, too weak and you appear wimpy.


2. Give eye contact and smile as you shake your customer’s hand.


3. After a couple of shakes, let their hand go as you begin your conversation.

At the end of your conversation, you may shake their hand again while telling them what a pleasure it was to meet them. If it has been a particularly engaging conversation and you believe they have thought so too, you may put your left hand on top of their hand briefly while shaking.  This expresses a warmer relationship and you look forward to meeting or talking with them again.

http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.


Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.

Lens of the Customer - Teri's Tip #40

Looking through the lens of the customer makes the customer feel they are being watched out for and important.  Its very simple to do - two steps:
1.  Read the emotion
2.  Meet the need

Last week at a Magic basketball game, my husband and I entered the huge entry area with lights flashing, escalators going in all directions, music blaring and were immediately overwhemed by it all.  A staff member obviously read our faces and approached us first by saying:  "Are you looking for your seats?"  Obviously, she had been trained to read emotions and be the first to respond whether than waiting for us to have to walk up to her and ask "where are our seats?"

It's a small detail, but a big one if done consistently.

http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.


Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.

HOW to WOW - Teri's Tip #30

What does it take to Wow a customer?  In addition, of course, to giving them what you promised, it takes two things:
1.  Treat each customer as an individual
2.  Pay attention to the details 

By treating each customer individually, it shows you notice and care about them. Actively listening and looking through their lens helps you to deliver the WOW service your competition doesn't. They are not just another number or transaction to your business.  By paying attention to the details, you can find a way to exceed their expectations.  For example just this week, a Rollins College IT employee paid attention to the details of my laptop problem when I was instructing a workshop.  Not only did he tell me what was wrong with my laptop, but also took the time to find the phone number of the computer manufacturer so I wouldn't have to look it up.  Small detail, but much appreciated for the time it saved me in tracking that piece of information! 

http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.


Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.