Today I went window shopping in Manhattan. I came across a jean store and went in.I was impressed by how proactive all the staff was. They wanted to meet my needs and they helped each other with ideas to help me. I was sure one woman there was the owner. She went above and beyond to get me the right pair of jeans. But she was not the owner. The owner wasn't there. But each of the sales staff was empowered to keep me happy. By the way, I found the perfect pair of jeans.
Great customer service inevitably comes from employees who view themselves as owners of the business. And if you think about it, they are owners. Their paychecks are always tied to the customers money.
How do you know if you are acting like an owner? Owners will do anything that is reasonable to win and keep a customer. Owners never say " That is not my job." or " I can't do that ." or "It's our policy." Owners say "Yes." Owners go out of their way to help the customer. Owners act like consultants and not salespeople. They offer solutions to the customer's problem. OK, I know a lot of "owners" who don't act like "owners" but that shouldn't stop you.
Next time you are at work, (even if you are the owner) act like an owner. Be a problem solver. Remember that losing a customer should be avoided at all costs. If you are not empowered to make a customer centric decision tell the customer that you will contact the owner BEFORE they ask you. When you beat them to the punch your customer will be grateful.
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