Service with Respect #service

I think everyone knows that times are tough. There would hardly be a business in the world that is not suffering a little at this time.  Yes, you may have the best product but people in general (the consumers) are seeking the best at the cheapest prices.  Everyone is seeking a bargain, coupled with the best service that you can offer and they want nothing less.

 

As more and more people put their business online, those that are left with staff on the floor must target the customer who is not wanting to get on the computer to ‘go to cart’.  Therefore, the business that actually has a sales floor, rather than a virtual salesroom, should start to look at the service they offer and really preen their skills. The people that still physically go to the shops, still believe in service. They  believe that they, the customer, are deserving of this service at the best of price. They want the best quality service and product at the same price as those they have checked out online, who offer no hands on service.

To the businesses that still offer an actual store front as opposed to a virtual storefront, I take my hat off to you. You are dependent on staff who offer first impressions. Staff who are versed on product knowledge. Staff who can get to know their client’s needs and budget in an efficient time frame and offer them service that cannot be found online. Above all encourage clients to visit again and again. 

To the staff, you must remember that your bosses are risking everything to employ you in the model of face to face service.  They, the bosses, need you to keep the service at the highest level and have repeat service or sales from their clients.  

Not many business I know, do not expect the customer to come back in their store unless of course you are an undertaker. A return visit from that client may be of huge benefit, owing to their business being listed in the New Testament (who cares about The Yellow Pages) and that their business will in fact gain media support, without paying a single cent on advertising.  But seriously, even this business needs people to see their business as one that gives the best possible service. And for people to seek that service for their next loved one that may be in need of their product. 

As staff we need to make ourselves that service agent who is as efficient as, and is striving to be the 007 of service and performance.  We need to be that sharp shooter but, we need to be able to understand our mission and those of our bosses and clients.  A hard task I know but our employers have entrusted us with their livelihood and in turn need our figures to ensure ours as well.  Without those figures in the till, we may find ourselves on a mission impossible on the unemployment queue. 

Having said that, yes our employers should, and are legally bound, to provide us with conditions that are legislated. But, we as employees must give our bosses respect and thanks that they (our bosses0 have entrusted their businesses in our hands. Therefore, we need to work harder to keep us in the luxuries to which we have become accustomed, through our job. 

We and the employers must be mindful of our consumers as well, and afford them the respect, and quality, that they have sought, rather than a service equivalent to that which is offered online.  They have chosen to enter our doors and are seeking face to face, hands on service. 

As employers we must supply our staff with the best product knowledge and upskilling we can afford.  No-one wants to enter a business with staff that have no product knowledge and lack the skills to talk to clients. 

Having said that, how many of us have gone online to a virtual store and found it too difficult to navigate owing to it being overcrowded and difficult to find a particular product and get to  cart?  Therefore, if we are wanting our business to attract people to our floors we need to make our shop front look as professional as we believe we are.  We must make our stores as consumer friendly as possible.  The first impression we want, when clients walk through our doors is smart, snappy and visually directional.  Our stock must be as clean as the day it was delivered.  We don't need customers to think our shop front is that of a very ordinary second hand shop. 

Being an employer or an employee are both tough jobs but, we together, must find common ground and respect each other in our individual roles. We need each other to survive.  Therefore, we need work together for our common benefit. 

If we haven't respected each other in the past for our roles, we must start, and take on board that we are dependent on each other. We must take into consideration that there is also a third party involved and that is the consumer. Yes, it is a difficult task but with communication and encouragement on all sides we can make it happen.

Unless we realize and work on our skills, and the service, we supply, we are not going to survive. Therefore, we need to work together on a remedy or, we too, might find ourselves dependent on computer service, computer employment, computer purchases, and indeed computer counselling. Let’s cherish that we have a chance to have that personal touch rather than the cold keyboard that seems to be taking the world by storm.

These are my thoughts 

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