Employee to Customer: Where have you been? The Answer: ????
Last week I walked into a local retailer. Ben came over, shook my hand, asked how I’ve been, and then asked the question……………………..
“Where have you been?”
Truth is I’ve had no reason to stop in. The product they sold me was great. I bought all my accessories from them. I was set. I was actually going in to buy one for my mom.
Yesterday standing in line at my local Starbucks a customer walked over to order her drink and the Barista enthusiastically said………………
Hi! Where have you been?
Now in the case of Ben he has my name, phone number, address etc. If he missed me that much he could have contacted me. In the case of the Starbucks employee maybe she has access to that customer’s information from a rewards card or something else.
My point: Every employee has the ability (and perhaps should be required) to personally reach out and connect with a customer. It’s not that hard. Why aren’t we Facebook friends? Why aren’t we LinkedIn? Can I text or email you when we’re having promotions? Can I send you a message just to say “hi, we miss you.” Or just to say I’m thinking of you? Why is it expected that the customer will just return?
Why am I just a transaction at so many businesses? Don’t get me wrong, I was extremely impressed when Ben went out of his way to come over to me while I was working with another associate. He walked away from a customer to say hi. My customer experience is always great at this place. It’s why I keep going back there; even though I have options closer to home.
It’s not that hard to stay in touch. It might even make your job a bit more fun. Try it. Take a Recess from the way you normally interact with a customer and take your relationship to a higher level.
Or maybe the customer response might be……
- Why didn’t you invite me back?
or
- I’ve been doing business where they stay in touch with me regularly
–
RICH DIGIROLAMO, founder Recess At Work, works with organizations to create happier work environments, strengthen work teams, and create better relationships with customers and employees.
Are you ready to take a Recess from so-so customer service and to inject more fun and engagement between employees and customers? Invite Rich to work with your team.
