Do not Make This Customer Service Mistake.
Over the recent months I have been hearing news reports and reading articles from companies planning to ban customers from using mobile phones while shopping in their store. The latest article was from a manager of a stationery shop in Melbourne who has gone to the trouble to put up three, yes three signs in his store saying "No mobile phones because he was tired of his staff being treated" like ATM machines. "
The Manager Mr Hinds said even people browsing were asked not to use their phones, "unless they need to make a call about something they are in the shop for".
I was bought up through my career to respect and value the customers we had. (No matter what)
Customer Service is all about the customer, if you own a business and think you have the right to tell your customer not to come in your store unless they strictly adhere to your rules then you are living in a dream world, and deserve to lose your customer to a second, customer focused competitor.
Successful companies who have a customer service culture treat customers as a valued and respected commodity, they train their staff to be able to handle all situations that may arise.
In this case its about training your staff in a professional manner in how to deal with a person who is talking on their mobile phone while you are serving them. (It does not take a rocket scientist)
You do not know how important the call may be, as customers have real live situations happening to them all the time, for example:
Your child missed the school bus, someone in the family had an accident, the dog got out, and your meeting has changed from 9am till 10am.
Some people need their phones on and ready to answer. Some may call this rude but you are the customer and you are number 1.
Smart companies understand this and aim to always satisfy and get their customers needs met. Resulting in repeat business, customer loyalty, staff satisfaction and most of all a healthy bottom line.
A customer is not an interruption of our work; they are the purpose of it.
We are not doing them a favor by serving them-they are doing us a favor by giving us the opportunity to do so.
A customer is not someone we plea with or put demands on.
A customer is the most important person in the business.
They are the lifeblood of your business
Remember the customer is the most important factor in any business, if you do not think so, well try getting along without them.