Helping Your Customer-Facing Staff Turn On The Charm
Great service is a combination of attentiveness and friendliness, without one ever superseding the other. And yet sometimes, a little natural charm can turn great service into a memorable service.
It might be worth considering this because it can not only help people remember your business after they leave, but it can also help your team feel actualized in their work. Of course, this is not a metric you can measure.
It is more a felt experience you will see on your retail or service floor. Plus, you shouldn’t consider charm to be the slick-talking, flirty and perhaps questionable candor we usually associate with it. Charm means building a rapport, being forthright, and confident in the exchange.
There are many ways to healthily and naturally implement this, without having to force or even mention it. Thankfully, doing both is absolutely possible provided you know how.
A little intelligent consideration goes a long, long way. So let us begin that process here. Who knows, you might even learn how to encourage your own charm with a little insight.
Photo by Artem Bali from Pexels
Give Them More Reason For Contact
A simple conversation can go a long way. This is why it can be important to give your staff more reason to talk to your customers. Of course, if a customer does not wish to speak, they will let you know.
A simple ‘welcome, would you like some help?’ lead to a conversation with a customer that’s browsing. But this can be awkward if you have to bring them over to the till to confirm a purchase.
It can give the customer more time to consider if this is actually something they need instead of something they do actually want. With the ability for your staff taking payments in person, they are able to take that energy of the conversation and help customers feel more confident in a purchase, but of course, in a non-exploitative manner.
This also helps train your staff to be more front-facing and caring about the customer experience.
Building rapport as a small business owner
Maybe you don’t have a storefront but you are talking to new sales leads or prospecting for your business. Building rapport and engaging with your potential customers is just as important.
A lot of business owners make the mistake of skipping this step and just jump right into business or they are stuck in pitch mode. You need to build rapport with your potential customer first.
People will more often than not, end up doing business with people they know, like, and trust. When you neglect to develop that relationship with your potential customer first, it can be tough to make a sale.
Thankfully with a few well-placed questions and specific approach, you can be building rapport with your potential customer in no time! Check out the video below to learn how to create instant rapport with people!
Interpersonal Training
Some social training can go a long way here. Not all staff members are social climbers and extroverts. Paying for them to attend Toastmasters sessions, conversational coaching or a similar and important approach might help them feel much more able to offer the best of themselves to a customer.
You might not realize just how beneficial this can be to them. Helping your staff come out of their shell slowly can be one of the best skills you can ever grant them.
Do Not Condemn, But Reward
The worst thing you can ever do when training your staff is to force them to upsell and condemn them if they do not hit certain limits. Only praise those who go out of their way, with reward schemes and other means.
Never suggest this is essential. This lump-of-sugar and no-whip approach can help this social interest in your customers something they feel rewarded for should they choose it, and choosing is the most important part of this.
Nothing is more annoying than every single time you go to the checkout and get pitched on getting their credit card. Especially when it’s a popular grocery store chain you frequent multiple times a month.
Being on the receiving end of this will annoy your customers and some may choose another business to support and buy from.
With this advice, you’re sure to help your customer-facing staff turn on the charm.
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