Do you know what customers value most?

According to one commentator (K Lynch, P&L Solutions)  customers value these three things most:

1. Value pricing

2. Welcoming environment

3. No waiting

Based on our experience, particularly with customer service assessments and thousands and thousands of mystery shopping assignments (mostly orchestrated by Moonyeen),the single biggest factor that customers value most when they come into any retail store AND that will influence their PERCEPTION of the level of service is…

ENGAGEMENT!

That is; if someone in the store can actually create a connection – an authentic connection – that the customer believes in, the customer will rate the store highly on their level of service. They will accept dust, disorder and a host of other short comings if they FEEL you made a REAL effort to connect human to human.

The good news is that it is that simple. The bad news is that it is very difficult to teach.