In a presentation at the JA New York Show, Brad Huisken, of IAS Training, said that it isn’t enough to set standards -- you need to enforce them. In some cases, he said meeting or at least striving to meet standards should be a condition of employment.
He offers the following “non-negotiable” standards you should enforce in your business:
- If you show it, you have to sell it (or at least try to close the sale). Don’t simply wait for the customer to say, “I’ll take it.”
- Acknowledge every customer that walks through the door. Even if you’re too busy to greet them personally, being able to at least nod or wave to new customers is a critical component of both customer service and security.
- Suggest (and sell) add-ons. Huisken says the best time to “plant the seeds” for add-on sales are at the beginning of the sales process. A key tool in generating add-ons is to ask the customer what they’re going to buy next.
- Capturing customer information and getting permission to follow up. Huisken says the number one goal of every customer interaction is creating a relationship, not the sale.