Bob came into your store at 5:55 pm. I know, he shouldknow better. You close up shop at 6:00pm and why shouldyou allow a customer to disturb the staff when they are cleaning up and closing out the register?
Poor Bob. He is just too "thick" to get it. This guywalks in after rushing right from the job site toarrive at your meat market in time to buy chicken fordinner. In fact, Bob does this every two weeks.
Bob gets his paycheck on Tuesday, scurries tothe bank during lunch break on Wednesday and by 5:55pm heis standing at the counter in your shop ready to pay for 10chicken breasts, 4 steaks, 24 turkey sausages, 2 meat pies, 2lamb chops and some marinade. Throw in another 12steak burgers and you have his order. About every twoweeks Bob spends around $150+ at your meat market and hefeels like you are a part of his routine, and a meaningfulthread in his social network. He's even brought inchocolates during the holiday seasons for the "lovely lasses" toshare.
You've become acquainted with Bob quite well over the pastfouryears and, of course, you appreciate his business.
But then you hired Sherri. Sherri has to catch her busat 6:05pm or wait an extra 20 minutes for the nextone. So Sherri removes her apron, has her purse in one handand her key is primed in the other, and she is ready to leaveat 5:55pm.
For the last couple of months she has barely tolerated the stragglers at 5:45pm, but she thinks that Bob’s presence with only 5 minutes tospare until closing, is in her words, abusive.
She has told Bob repeatedly that customers that comein late really "tick her off" and that she doesn'tappreciate their rudeness. Bob agreed with her that people can beinconsiderate, never once thinking she referred to him. He thought doing business with you and your staff makes you all happy.
Finally, this Week Bob get's it and get's it good.Sherri made it abundantly clear to Bob that if hewants service, he needs to be there by 5:30pm. "Bob,I have a life outside this meat market! Why don't youcome in on Saturday during the afternoon?"
Bob may be a bit thick, it may take him time to catch the mood,but he has definitely "heard" Sherri today. And guesswhat, Bob is offended. Bob, the $3600 a year customer,has been chased off the property by the minimum wagecustomer service staff.
Business owner, if you own a store or run an officeservice, this has probably happened to your Bob or Mary atsome point in time.
Don’t you wonder how may times?
Well, Bob left the store in a quandary. He thought tohimself that he actually went out of his way to shop atyour store, but then again he likes you. Bob believes insupporting the underdog, the little guy. His dad had owneda Bakery when he was a kid. He knew how tough it could betrying to compete in the superstore environment.
But this week he bought a steak on Mondayat This Way Grocers and some chicken at Eat More onThursday. He is out of rhythm and frustrated, but Bob's notcoming back.
Store owners need to pay attention. Pay your staff theextra 30 minutes if necessary, so that customers always "feel" valued. Take time to teach your team that without the customer, none of them have a paycheck.
Teach your staff how to treat a customer, and be thefirst one to let the staff know when they do it right.Praise them, encourage them, reward them andcompensate them fairly.