Many of you are aware that I have been promoting Day Maker skills for our clients rather than promote customer service. I have redesigned our Day Maker package and have launched a brand new workshop. It has been presented twice this month already and anyone interested in Day Maker training this is the programme for you.
One of the handouts I use to help delegates with the thinking process is below. If you are interested in developing a day maker programme in 2015 please contact me.
Day Maker Tips
A Day Maker: “Someone who performs acts of kindness with the intention of making the world a better place”. Day Makers never process the customer.
Step One: Meeting a Stranger
- Make eye contact
- Keep the body language positive
- Comment on a common topic to both of you..or
- Comment on a topic of general interest..or
- Ask an open question..or
- Ask getting to know you questions ..or
- Compliment them or their child
Step Two: Surprise and Delight in Store
- Introduce an “Expectation plus One” delight strategy
- Tell a story about the product
- Have a favourite product for conversation
- Tell them topical advise on the product you sell
- Introduce them to new products
- Introduce them to other customers favourite products
- Tell them your favourite
Step Three : Last Touch Service
- Give them a gift
- Promote the guarantee
- Ensure the cashier acknowledges sincerely
- Provide a wrap or bag service
- Invite them back and tell them about what is coming in next month
Step Four: When they get home
- Send an email, Facebook comment or Thank You Know
- Follow up with a phone call
- Thank them for coming in
- Offer further advice
“Don’t Serve me..Make my Day” is a workshop designed and presented by John Stanley to help businesses grow their sales.