For a little while in the mid 1990s, when the irrational exuberance of the pre-popped internet bubble was filling the world with hot air, I was running my consulting business under the moniker of “ClientDog”.
Here is a little taste of some mid-90s advice that I think is still relevant 20 years later…
It’s an excerpt from a “Customized Sales Solutions” webpage…
W.I.N. from the get-go™ – It’s the little nuances that can send customers and their wallets walking right out the door.
Many Sales and Customer Service Representatives are instructed to help customers as they mill about your store examining you goods and wares. What they are not told though is how, exactly, to do so.
How many times have you walked into a stop and someone comes up from behind you to ask “Can I help you?” Hundreds? Thousands? Shoppers have come so accustomed to this question that they will default to the answer “No.” even when they may need help. Although well intentioned, the question has become insincere.
ClientDog has developed a winning style that increases the likelihood that your prospective customers will engage your staff in a more meaningful manner. Its a style best summed in the acronym “W.I.N.”
“W” – Welcome your customers into your store. Folks today don’t welcome each other into their homes or businesses as they once had. Because of this “welcome” has recaptured its uniqueness. Many multi-billion dollar retail giants will have people standing at the front door just to welcome people all day long. You can do this, or you can just remind your staff to say “Welcome to <insert your business name here>.
“I” – Introduce yourself. When customers know an employees name it gives them a sense of familiarity and will some times even evoke a response buy them telling you their name. As people like to hear their own name, this is huge (but the topic for another seminar). It’s also very easy to do and remember to say “My name is< insert your star salesperson’s name here>.”
“N” – Notify them that you are there to help. The question “Can I help you?” will beget the answer “probably not” in a customer’s mind. What you want to do is notify your customers that your sole purpose right there and right then is that you can help them and you’re the best person to do it. It’s also a great boost to the ego to say every ten minutes “I can help you with any questions you may have with anything.”
What do you think? Still works?