Grant Cardone Sales Training University:
http://cardoneuniversity.info/
Twitter: https://twitter.com/DavidRBradley
Need a
GAME CHANGER?
Try this: http://bit.ly/1gajb6b
This is The Nooner, where I come in live every weekday at noon and drop a little noontime nugget about sales, business and life – you’ve had lunch for your body, I’m going to give you lunch for your mind –
My name is
David Bradley
• Sales &
Marketing Manager for Grant Cardone – we help companies and individuals increase production 15 -30% simply by helping to find and then handle missed opportunity–
•
Author of the book How To
Stop Smoking Without Killing
Anyone and
•
Founder of Richmans Gym – home based strength and conditioning for strength of body, mind and spirit
Basically, I’m in the help business –
Today we’re talking about
Customer Service because…
Macy’s announced yesterday that it will be closing 35 – 40 stores in 2016
About 5% of its stores.
The Wall Street Journal called it a reaction to:
“
Changing shopper habits”
QUOTE: “Retailers constantly prune their store base by closing underperforming locations. But it is unusual for a healthy retailer like Macy’s to close so many stores at one time
. In the five years since
2010, it has closed 52 stores and opened 12.
The company currently operates 770 Macy’s stores….
CONTINUES: “The department-store chain has struggled with slumping sales as consumers have come to favor electronic gadgets and experiences over the traditional department store fare of apparel and home furnishings.
Here’s what I think, we had a similar experience with
SEARS a few years back and when I shop at these stores now, not just Macy’s, here’s what I find…
There is no real commitment to service,
no attention to the customer's wants and needs,
and there is no one focused on revenue opportunity
Let's look at some stats
Good News:
• 40% of people went to a competitor because of its reputation of great service
• 55% of people are willing to recommend a company based on excellent service over product or price
• 85% would pay UP TO 25% MORE to ensure a superior customer service experience. (see
The Price Myth in Grant Cardone's Sell Or Be
Sold - it's chapter 6 http://bit.ly/1gajb6b )
Bad News:
• 82% of people will stop doing business with a company due to bad service
• 95% of customers have taken action as a result of a bad experience. 79% told others about the experience. Of the 79%, 85% wanted to
WARN others, 66% wanted to discourage others from even doing business there.
Top 3
Reasons Customers Go
Somewhere Else:
1.
Rude employee
2.
Unexpected charge or fee
3. Poor quality of product or service
4
TIPS FOR RETAIL to generate more revenue and profit
1. GREET EVERYONE within 3 minutes or less: “
Welcome to Macy’s.
Thanks for coming in!” Most stores appear as if they go out of their way to ignore you out of fear they don’t want to “pressure” someone or make them feel hounded. If a stranger walked into your house, would you acknowledge them? What about a welcome guest?
What do you do when you have company? Certainly don’t ignore them or walk the other way…
2. Put
The 10 Foot Rule In FULL EFFECT:
Pass within 10 feet of someone, acknowledge their presence, smile, say hello, wave, something!
3.
Treat everyone like a buyer, as if they can buy and will buy – NOBODY is actually “just looking” even the most committed “looker” has going on somewhere in the deep recesses of their mind if I find the right widget and the money makes sense, I’m in”
HELP them find the right section, ask if their shopping for a special occasion, serve them and be available to serve them.
4. Agree first. Eliminate saying things like, “we can’t do that” “not our policy” and for God’s sake, don’t ever say no. Even if you legitimately can’t do it because it’s not policy .
Tell people what you can do, not what you can’t do. “
Totally understand where you’re coming from sir, here’s what we can do right now…” Then present a solution.
5. BONUS: Have service in your heart!
So to wrap this up retail people:
It’s time to make a real commitment to service,
It’s time to put real attention on the customer's wants and needs,
and it’s time to see every person that walks into your store for what they are – a human being who just also happens to be a revenue opportunity
- published: 09 Sep 2015
- views: 588