DON’ T: Try to impress your customer by spouting technical jargon and nonstop self-promotion. If you are just waiting for the next opportunity to start talking again, the customer will know that you are only concerned about yourself.
DO: Tell the customer what you can do for them and then keep your promises.
DON’ T: Tell the customer what they want to hear and then not deliver on it. It’ s okay to be honest and deliver an honest answer even if it’ s unpleasant information.
DO: Own your mistakes and work to make it right. Quickly admit when you have screwed up then offer an authentic apology. Once you do this, the customer has been disarmed. They will understand and forgive because we all have made mistakes. You will earn the respect of the customer and your coworkers.
DON’ T: Avoid the blame or discount the problem. The customer knows that someone made a mistake. Not facing the problem head on will only anger the customer and give them a disproportionate amount of leverage.
DO: Over communicate with the customer in the customers preferred method. Call, text or email the customer regularly with updates, even if nothing new is to be reported. You cannot communicate too much!
DON’ T: Wait for the customer to contact you for updates. Don’ t avoid contacting the customer if you have unpleasant news to deliver. Muster up the courage and call the customer before they call you. Now you will have the advantage because you have planned your conversation and may be able to present a possible solution or at least an apology before the customer demands one.
Be an Industry Professional Customers come to you for guidance, advice, and to prevent them from making a mistake. Customers rely on your staff to help them safely navigate the decision-making process.
DO: Train your staff on the products and services that you offer. Keep your staff updated on new products and special promotions.
DON’ T: Turn your new hires loose on the sales floor to learn to either sink or swim on their own. The customer will get frustrated due to lack of product knowledge and will go elsewhere. The morale of the new hire will plummet because he / she will feel like no one cares.
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20 NATDA Magazine www. natda. org