With the holiday season approaching, there is a significant opportunity to pull your teams together and really focus on making this busy time, a memorable one for your clients. This is a great way to deepen relationships, build your brand, and increase your sales potential. These are not new ideas but a reminder how these activities do make a difference if acted on consistently.
Here are my Top 5 ways retailers can impress clients during this most wonderful time of the year.
1. Plan To Win!
A clear plan can help bring everyone on your team together to focus on key priorities and acknowledge the challenges that they could face in the upcoming weeks. Here is a quick checklist of questions to consider when building that winning strategy:
What does success look like this holiday season?
Have you scheduled the right people, at the right time, to handle the increase in foot traffic?
What does that cross sell opportunity and problem resolution plan look like?
Does everyone on your team know the role that they are playing?
Are they confident to execute? Is there additional coaching that maybe required?
How are you going to lead by example and reward / recognize your team in a timely manner?
2. A First Impression Can Be A Lasting One
Whether you are a greeter or the first warm smile that your client sees, this is a great opportunity to really set the standard for their experience. Try to greet everyone. It might be challenging at times to keep that great smile that you have for a full day, but it can make a difference in that first impression.
What does that sound like?
Sales Rep: “Welcome, my name is (insert name). Thank you so much for coming in (insert company name) today. How can I make your day better?”
Client: “Just looking around”
Sales Rep: “I just wanted to let you know that we are currently offering (insert promotion here). Also, many of our clients have been really interested in (insert product here). This might be something else that you might want to consider while you spend your time here with us. If you have any questions, please feel free to ask. Again my name is (insert name).”
It’s amazing what a genuine welcome and the power of suggestion can really set the tone for this client’s experience. Consistency is the key here to ensure that every client has been welcomed.
3. Don’t Judge A Book By Its Cover
If a client is entering into your location, most likely they are interested in something that you have to offer. They may not look like your typical demographic, however they might be in there to purchase a gift for a loved one that had it on their wish list. Treat everyone as you would like to be treated, and continue to build that brand with that person that took the time to pick up that special gift for your existing customers. It will go along way.
4. Manager Introduction Or Another Point Of Contact
Your team has done an amazing job with a sale, but what happens if the client comes back at a later date and is unable find that representative. This is a great time at the point of sale to introduce the manager or a fellow employee to ensure if your client does have a challenge, with the product or service, that they have another point of contact.
What does that sound like?
“Before you go, I wanted to introduce you to our manager (insert name here), in case you have any other questions and I am not around. We are both here to serve you. It is really important to me that you are happy with the service here at (insert company name).”
Clients have been impressed by this because of the heightened level of care and general concern for their needs and after sales support. This can also lead to additional sales. If you have business cards, this would be a great time to use them.
5. The Morning Huddle
Everyday is a fresh start. This is a great opportunity to have your team share their observations, and work together to come up with a winning plan for the day. In this huddle, it should include time for recognition of previous days accomplishments, and share some of their proud moments. By doing this, it also provides a quick coaching session with your team to start off the day.
Bonus – Have Fun Out There and Don't Forget About The Children!
If you are having a great time, your clients will notice and feel it. A big smile and thank you can go a long way. Remember, a grand entrance deserves a grand departure! You can always help your client to their car or simply to the exit. Also, make sure that you have candy canes or other goodies available to give to those little bundles of joy during a long day of shopping. This always helps during long line ups and sometimes the big kids could use them too. All of these little tasks do make a difference in what can be a chaotic time for many.
I hope this has helped to give you and your teams’ ways of making this holiday season a great one, and win over your clients. Having worked in a retail environment for the last 20 years, I have experienced what great customer service should look and feel like. If you are looking for ways to improve your client experience, please feel free to reach out to me on LinkedIn. We would be happy to assist you and your team to bring an exceptional experience that your clients deserve.
Your Yellow Brick Road is waiting for you!
James Amarelo - Founder and President
Yellow Brick Road – Coaching and Consulting