With her high impact, information packed Fashion Exposed workshops rolling out in a matter of days, Bra Queen Renee Mayne shares some last minute pearls of wisdom on customer service.
Renee Mayne – Bra Queen
What is the one thing that separates small businesses from department stores? Service of course; they can not and should not compete on price so it is vital to their success that they deliver on service.
So, what can you do today to improve your customer’s service?
To answer this question, I like to take my clients on a journey that will no doubt be close to many businesses’ hearts. It’s journey that entails a lot of listening and an abundance of respect, and most importantly, avoiding the top three mistakes businesses make in customer service
Mistake number one: No consultation…
What would happen if you went to get your hair cut and your stylist didn’t ask you what you wanted?
Never assume. For example, if you are fitting an older lady, don’t assume that she wants a flesh coloured lace bra. All women like to feel good, so it is important we ask them what they want and remember that everyone perceives things differently.
Mistake number two: Getting into the blame game…
If you have fit your customer with a bra that you think is appropriate and she suggests that she would like to try something else, it is not her fault. It is your fault for assuming. You are the professional and if your customers do not understand something it is up to you to educate them. I hear all the time “customers are stupid”. They are not stupid. If there is any blame in the equation, it lies with us not doing our job, as we are there to educate as much as to sell.
For example, I recently spoke to a plumber who didn’t finish off a job properly. When a complaint arose, he indicated that he should have been told. My response to this is: “No, you should have asked, this is your profession.” Regardless of what your enterprise deals in, all businesses have a level of service that they must adhere to if they want to retain customers long term.
Mistake number three: Snap judgements
When someone enters our store we judge them upon appearance as to how much they can afford. I see and hear it all the time “She would never spend $100 on a bra.” Correction: you do not see value in your product. If you love what you sell the price tag on it becomes virtually irrelevant, because you believe with your whole heart in that product. Once you appreciate what your customers can gain and benefit from wearing your product, your figures will go up. Our customers determine how much they can spend. It is up to us to show them the best products we have for them, and then let them decide.
Thanks for reading my columns in Exposed Online, it’s been great to share my experiences with you. For more insights and a chance to ask direct questions, you can catch me at the Fashion Exposed Bra Queen workshops. If you have any questions you would like me to answer during the workshop, please email me at: firstname.lastname@example.org
Renee Mayne – Bra Queen
Comprising two 30-minute sessions targeting the lingerie sector and covering key topics including cost effective, innovative marketing and boosting your business through proactive service and sales, the Bra Queen workshops will take place at 11.45 a.m. on Sunday 29 and Monday 30 August, at Fashion Exposed, Melbourne Exhibition Centre.