Ruse on August 5, 2015 at 11:37 am
It’s always so nice when you walk into a store and you are made to feel genuinely welcome! Too many people complain about everything that is wrong and we tend to see the negative in situations, however there are those good things too and we need to celebrate them.
The economic situation does not look that bright, but there are still some people out there with cash to spend. The one thing we all have in common is that when we spend our money, we expect decent service and excellent products. The more an item costs, the greater that expectation. This is not always the case though, on the contrary, it appears that whether you are buying a loaf of bread or a vehicle for half a million, the service can be the same! Bad!!
Then of course you get those exceptional people who are just little rays of light. They are happy no matter what. Their aim is to please and ensure your shopping experience is a memorable one. Little hand-written notes, emails of thanks, genuine smiles of greeting and thanks. These experiences are too rare and we are driven to talk about our good experiences because they are so few and far between. I have come to realise that spending large amounts of money or being a long-term loyal customer certainly does not entitle one to good service sometimes. What is it with Customer Training that is lacking?
So let us stay on the positive…
Prada opened a new store in Sandton City recently and I went in to browse around. I was so pleasantly surprised at the warm welcome. The very friendly, professional and informative service I received from Angela is truly worth mentioning. The attention to detail and helpful assistance received from her is truly commendable. Angela went out of her way to show me the new store and explain the various items they have. It is worth mentioning I DID NOT spend a fortune at all, so that was not the motivation. In addition to the in-store service, I received a lovely follow-up email. These are the small tokens of appreciation that customers enjoy and ensure the relationship is cemented.
When placing staff as front-line, customer-facing/interfacing, these are the people you look for. Friendly, willing to go the extra mile people. The surly, snobby, know-it-all staff are not the ones who are going to get you more sales or loyal customers.
It is worth celebrating and congratulating people like Angela for her excellent work in customer relationships. Well done Prada on the top notch staffing selection and thank you Angela!!