On walking through my local department store, I cannot help but notice how well one of the concession stands are doing compared with another leading brand right opposite. They are both in prime position within the store with an excellent flow of potential customers.
The concession stands are both house hold names in the cosmetic industry. One excels while the other just does OK. They both offer similar goods and have very good advertising campaigns .
This is the difference!
The stand that excels goes beyond OK! They engage with the customers more. They know everything about the store not just their products.They know about the area, other shops, schools etc. Their local knowledge is far superior. They engage, advise and then capture the customer by making themselves the “go to people”. This could not be more evident upon people walking through and making a point of saying hello by name.
These lady’s customer focus is remarkable! Their service is excellent and they have created an approachable and friendly atmosphere!
It just goes to show you need to be more than just a pretty face!!
If you would like to build a outstanding customer experience, that’s talked about click here.
Photo by Ballistic coffee boy