Customer Service Starts with the Store Frontline

Ever walk into a store and ask a question about a product and get:

1. Met with a blank stare.
2. A look of utter terror that you are even talking to them.
3. “I don’t know. Let me find out” and walks off never to return.
4. An eye roll or look of disgust as if you are stealing their precious time.

Rarely do you actually run into someone who actually knows the product or, more importantly, is really willing to help. It is so rare that we are actually surprised when we find one.

Newsflash. ALL customer facing people are the stores frontline. Their attitude, their helpfulness (or lack thereof) will cause the customer to form an opinion of the store.

If it is bad, like #3 above, said customer will walk off, never to return. Enough of those and guess what happens.

The answer to this isn’t rocket science.

(For those of you who know the answer you can stop reading)

The answer is to:

1. Hire people with an attitude to help people.
2. Train those people on your products.

If you choose poorly on #1, #2 won’t make any difference.