Overlooked Way To Care For Your Customers

January 30, 2012

The shocking truth is that many businesses overlook the importance of first impressions.

After driving for four hours on our recent holiday, my family and I pulled into the driveway of our holiday complex.

Waiting for us was the owner.

“Hi”, I called out, smiling.

You must be the … SKOLUTOS’S” the owner said.

“S K A L I O  T I S” I replied a little peeved.

“Right”, said the owner.

My wife had made all the arrangements for our two-week stay in writing and our name was clearly written in all of our correspondence.

At first glance for some people, my surname can be a bit hard to pronounce.

The easiest thing to do in the situation when you are not sure is to ASK how a name is pronounced.

How much more welcoming it would have been if the owner had greeted us with something like, “welcome to ABC Cottages, we’ve been expecting you. Did you have had a pleasant drive. Can you please help me with the correct way to pronounce your surname?”

Using a customer’s name correctly and frequently,  is a very powerful way to develop a positive relationship.

“Will you be paying the balance by cash or credit card” was the owner’s next question.

What a bizarre way to begin a relationship. First make a mess of pronouncing a customer’s name and follow-up immediately by asking for money. Seriously?

Retail Fundamental Law: Always make a great first impression.

Want to discover how easy it is for your retail business to consistently make a great first impression? What are you waiting for?

To your abundant success,

Leon Skaliotis – Founder, Retail Fundamentals.

Leon is an accomplished business coach and retail specialist in Melbourne, Australia, who  successfully coaches Melbourne retail owners on how to create highly profitable businesses by attracting shoppers and converting them into loyal fans.

To receive your free copy of “Retail Secrets Every Owner Should Know” click www.retailfundamentals.com.au

You can contact Leon on +61 425 83 3344  or email info@retailfundamentals.com.au


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