The customer perception is the reality

Opener

When you’re helping customers on the show floor, how you conduct yourself reflects on all of us and the entire show. When we focus on the steps to take care of our customers, we can positively impact their perception of us.

Key points

Q:  What can you do to understand our customer's needs?

A:  Be professional | Let them speak first | Make sure you understand their expectations | Communicate timelines | Own the problem until it is resolved | If you must hand off the problem, introduce who is taking over

Q:  What could happen if we give our customers a negative impression?

A:  They lose trust | They don't feel welcome | They don’t ask for help when needed | They get frustrated

Q:  What extra steps can you take to make it an even better experience?

A:  Be attentive | Ask if they have any other needs | Say thank you for their business

Wrap up

If we all focus on the proper steps to resolve cusotmer needs, it will leave a lasting impression that will earn and keep our customers’ business. Let’s go out there and be our best.