Our local Macy’s recently closed leaving me no choice but to look for another store to purchase my favorite make-up. When out shopping one day, I stopped by a local beauty product supply store thinking they would carry my brand. I looked around the store and did not see what I was looking for so I decided to ask for assistance. As I approached the check-out counter the associate went to the far corner of the counter and started putting away products. I walked up to the register and stood there to get her attention as I was certain she could see me. She never looked up. I guess she was just too busy doing what she had to do to even acknowledge me. Most associates would have at least acknowledged my presence and said something like “I’ll be with you in a minute” or even better, stopped what they were doing and provided service. But not this one. To her I was ultra invisible. I waited about 30 seconds and then decided to leave. As I was walking to my car I couldn’t help wondering what type of customer service training they provided to their associates. The first rule of any customer interaction is to create a positive connection with your customer. Whether it’s a friendly voice on the phone, eye contact or a smile, the first 5 seconds of your interaction sets the tone. The last thing you want to do is treat your customer like they are invisible because if you do, chances are you will never see them again.
photo credit: ulta.com