Even though Nancy Friedman is known as the Telephone Doctor, she has come out with a list of ground rules for customer service that are to be applied whether or not a client comes in the door or calls in.
"It's up to each and every owner or manager to provide some sort of customer service training. Just putting them out there and telling them to, 'be nice' or 'tell everyone to have a good day,' is not customer service training," she declared.
Her first ground rule is to greet customers first. "Make it a game. If a customer says 'hello' first, you lose. That first friendly hello sets the stage; sets the tone to make sure the customer is in the right place."
The next rule is staff must smile. This is one that management must insist on compliance with, matter what, Friedman said.
Third is that enthusiasm counts. Get excited about what the customer wants. "Let them know you care. When the customer sees, feels and hears your enthusiasm you'll ring up a lot more sales," she said.
Next up, is saying, "Please, thank you and you're welcome.
"Yes, still the most favorite words to all customers. I used to be embarrassed to remind attendees to use those words. But I'm easily reminded that it needs to be taught. There's not a three year old that hasn't been told, 'Tell the lady thank you, Bobbie. Go on Bobbie, you can say it. Tell her thank you.' Some folks don't let the other person go until the child has said 'thank you.' We spend hours teaching our kids those words and then at age 16, what happens?
Then there is treating the client the same way they would like to be treated.
Finally, there is making it fun. "It's difficult out there for a lot of folks. Most people want to laugh. It helps make whatever problems they might have a little easier. So if you have the opportunity to have fun on the job, do it," Friedman said.
