What is the number one complaint we hear from customers? Customer service by a landslide so what role you decide to take concerning customer service will have a major impact on your success or failure.

When a customer walks through your doors they expect to be greeted and assisted in a reasonable time frame. If you aren’t training your team to approach every customer then I bet they are ignoring customers totally, walking by like they are busy or even looking the other way. This is unacceptable and customers will leave your business to possibly never return. Here is a suggestion, out of uniform or dress code stand back as an observer for an hour and watch customers entering your store and watch what actions your associates are taking. This will open your eyes to why your close rate and revenue per transaction may possibly be low. If the customer is looking for help and never receives it they may pick an item up while not realizing they need other products.

Let’s use an example: Customer walks down the printer aisle as they need to copy a large number of files that are due in 2 days. They grabbed the printer after waiting a few minutes for assistance and no one showed up. You just missed an excellent opportunity as they possibly needed a USB cord and they surely will require additional ink and paper.
The customer service was non existent, this customer will go home run out of ink and paper and will go to the closet possible business to purchase them. Guaranteed they will be angry that they didn’t receive any help from your business. This resulted in loss of additional revenue and most importantly the loss of a loyal customer.

You as a Leader have to constantly train your team about customer service, it’s easy to defend your team and feel that your customer service is great; I suggest you step back occasionally and be sure of it.

Ron Kirby is a world traveled educational and motivational speaker that has over 37 years of Leadership experiences in Corporate America and the Marine Corps. His passion is speaking on Leadership concerning Business Growth, Personal Development, Innovation, and Educational Experiences. Sergeant Major Kirby served 32 years in the United States Marine Corps deploying to over 40 countries and having the privilege of providing Leadership training in a myriad of cultures. Ron takes great pride in the fact he has contributed to the Leadership and promotion success for countless individuals during both his military and corporate career. Invite Ron to make your next event a smashing success! Contact him by phone at (843) 304-6111 or by email at RBKSR51@HOTMAIL.COM. Read more about his background at

http://www.egSebastian.com/RonK

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