One of the biggest contradictions in the world of retail becomes even more acute at Xmas. All retailers know the relationship between the sales and service skills of their staff and the level of customer spend and customer loyalty.
Many however, invest little to get this right. I work with companies to improve effectiveness in this area and am always amazed by the Xmas ‘blind spot’.
We as consumers have our own worries and stresses and therefore are more aware of (and talk about) good service and helpful people – even more so when we are shopping to a deadline in crowded spaces. We are also very sensitive to poor service and unhelpful people.
Even with companies that do spend some time developing the skills of their people, the Xmas ‘blind spot’ can exist.
It goes like this: “we are so busy at Xmas and have to put on temporary staff, so we have no time to give people the skills to capture more business and delight the customer.”
I believe this has an impact on people’s desire to go back to the shop for the next 11 months and to recommend it to others.
I would like to hear from people about their Xmas shopping experiences, either positive or negative, that supports this and also the effect is has on where they choose to spend their money.
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1 comment:
Good comments Peter, I started to avoid Myers/David Jones! You feel like a product and no one smiles - everything what Christmas is about seems to be lost in this shopping stores!
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