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When Shopping Is Like A Trip To The Casino

Copyright (c) 2007-2020

I went shopping for new clothes a couple of weeks ago.

Well, to be honest I didn't go clothing shopping but when I got to the mall to buy new glasses, (I stepped on the old ones that morning) there were racks and racks of clothes on sale and I couldn't resist.

I loaded my arms up with items from the sale racks and flagged down a clerk to ask the way to the dressing room.

Of course when I arrived at the change room I was told,... only 6 items.

I'm not much of a shopper. And I'm only taking my clothes off once.

If they wanted to sell me something they had to hope I picked the right size and the right 6 items the first time. There wasn't enough staff to wait on me or anyone else personally.

I found a sweater and pants that fit, grabbed two pairs of readers for the next time I had a misstep and dashed off to the cash.

One item was not on sale despite being on the sale rack, the sweater was priced as marked, one item was priced incorrectly, and the last item was on sale but the sale price didn't show up when it was rung through.

That's when things got interesting.

I paid full price for the non-sale item, and the sale price for the sweater. The nice woman at the cash decided that since the other two items weren't entered accurately in the store computer she would only charge me 50% of the marked price.

YIPPEEEEE!

Despite the lack of service I might go back to see if I can hit the Jackpot again!

1. A brand is about delivering a consistent experience - product, service, price. A bit of attitude doesn't hurt either!

2. Set up systems for how you want things to run when you aren't there so your staff knows what to do. If you leave them to guess you can bet they'll be wrong at least 50% of the time.

3. Everything you do in your business is going to cost more and take longer than you expected. You need to have a fair return on your goods/services if you want to stay in business.

4. The customer deserves to be treated with respect; however that does not mean that they are always right. You have the right to run your business and make rules that ensure you will be there for the next customer that comes through the door. If you have trouble sticking to your guns you can always use the line, "I'm sorry that's against Company policy." They don't have to know that you made the policy.

Communicate your brand through consistent delivery of exceptional service by giving the customer an exceptional experience each and every time.

Action Tip: Start a Systems binder titled, "How we do things at" (your business name). Pull out a piece of paper and list some systems you think you need in your business. As you do something, write the steps down and put it in the binder. By the time you hire another employee you will have your own training manual and be building the Brand Systems to ensure customers have the same experience with your company each and every time they do business with you.

Note to self...next time either don't buy black pants or get different colored cats!


About The Author: Shop Amazon - Top Gift Ideas
Nancy Fraser of Nota Bene Consulting has been helping clients get better results with their marketing and advertising for over 20 years. Sign up for Notable News and get free marketing tips at http://www.notabenemarketing.com
Copyright (c) 2007 Nancy Fraser Nota Bene Consulting

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Last Distribution Date:
2007-10-10 14:48:00

Internal ID: #5312





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