What is the role of customer care in retail? The answer to this question is everything, and to further expound, the only thing. I would say that Apple is a pretty good company, wouldn’t you? Why do you think that is? Is it because of their cutting edge technology? Sure, but look one dimension further and ask why are their products so good? They think about the customer every step of the way, from development to the cash register.
I went into Apple the other day to learn how to work on my imovie, if you look at my past youtube videos you will understand my reasoning, and not only did I have a personal coach but I was also offered a personal shopper to help me in the explanation of all of their products so I could learn what products I needed to accomplish my purpose. Talk about the “WOW” factor!
What is your business doing to set your organization apart? How is your store different? Think outside of the box. Do you cater to the needs of a woman if you own a hardware store or a mechanic shop? Do you entertain the kids while their parents shop? What are you doing to set an atmosphere of “WOW” when the customer enters and as they leave? The customer’s wallet is tied to their emotions. Meet their emotional needs and you will have no problem getting the money in their pockets and after all that is the nature of business, right?
I want to leave you with this quote from Dr. Martin Luther King Jr. that completely wraps up this whole idea of customer service. He stated, “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great street sweeper who did his job well.”
Go on and make the host of heaven declare, “Here lived a great business owner who did his or her job well.”
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