What Did We Learn?

On a recent vacation, I had an experience in customer service that offers a good lesson dealing with customers. 

When I was browsing in a store the sales person asked me, "What could she help me with?" Since I had just come into the store, I really didn't know exactly what or how she could of help.  Instead of asking "what," it would have been more welcoming to have heard her say, "Could I be of any assistance?"    

Her initial greeting seemed to put the customer off and on the defensive.  She also asked my name--I hadn't come to make friends. I just wanted to look at the merchandise. 

Each time I looked a something from the rack, she said, "I have that."  As for this remark, I couldn't care what she had purchased, no doubt with her employee discount.  I was interested in shopping for myself and her size 4 hardly reflected my size 10. Her validation of my selections didn't reinforce the potential sale.   

It's amazing that in a few seconds, someone has the ability to make or break a sale.   

Customer service techniques are so valuable in building rapport with a customer.  These first impressions start with the first person who comes in contact with the customer.

It's obvious when someone calls a senior community; they need help and the ability to build rapport and set the tone starts with the first person who answers the telephone inquiry.

Call your community and gauge customers' first impressions.   Is someone putting the customer off or setting a positive tone from this initial introduction.