by Danielle Mcdaniel

Created on: September 24, 2009

I have been in retail for eighteen years. I have been a manager for approximately fourteen of those years. I have learned that for my customers to be happy I have to be able to find a way to at least meet them half the way to help resolve their issue or problem. When helping a customer, I ensure that they have my full attention. I listen closely to what they are saying. I let them rant or rave. I then repeat back to them their problem just to be sure we are on the same page. I then try to "put" myself "in their shoes". What would I want if this was my problem? What would make me want to come back to this retail establishment? After I resolve a problem for a customer, I try to relate with the customer about something else, maybe the small child with them is about he same age as my child or the paint color they have chosen. It is essential to end on a positive note. I always invite the customer back and invite them to seek me out if needed.

There is also truth in the saying "the customer is always right". You just have to have the ability to negotiate, or make them believe that you entirely understand why they are so upset, even though you might be thinking in your head "not again" . Just keep smiling and nodding. You have to remember that even though the customer is probably exaggerating the situation, there is some truth as to what they are telling you. So, like I said just keep smiling and nodding until it is your turn to talk, do not interrupt.

I have also learned that over the years I need to keep "my" customers happy. What I mean by "my" customers are the employees that work for me. If I take care of them, help them out, work along side them, say hello to them every single day, sometimes several times a day, then they will be more willing to help the customers in a friendly manner. Then in turn, I receive less customer complaints and the employees actually like where they work. Keeping your employees happy and motivated is the ultimate survival tool in running a profitable business. As a manager your employees are your customers. Keep them happy, just as you would a customer.

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