Let me show you.

I was in a store the other day and asked where something was. The sales person said “Let me show you.” and walked with me to the part of the store I needed to go to. He then offered to get the item for me and helped me check out at the cash register closest to the item. I got what I needed within 5 minutes and the customer service experience was simple and easy.

Are you training your employees to go the extra mile and show customers where to go instead of just telling them? Even if you don’t have a business where you can or need to show customers where things are, you can apply the general thinking to any business – the customer asks a question, you go a step above when answering.

The challenge is half cultural, half procedural. Some companies have developed an “overachieving” service culture where that sort of service comes naturally. Others have developed a service culture of mediocrity where going the extra mile is unheard of and maybe even discouraged. In addition to the culture, you also need procedures in place. Encouraging employees to actually lead customers instead of just telling them is a step in the right direction (no pun intended).

What are areas of your business in which you can show the customer where something is instead of just telling them?

2 Responses to “Let me show you.”

  1. Brett Duncan, MarketingInProgress.com said:

    Feb 27, 09 at 4:04 pm

    The is exactly the type of service Home Depot used to be known for. Now, it’s hard to find, and they’re hurting because of it.

    Good customer service is one of the most effective areas in which to differentiate yourself. Like Home Depot, when it’s not there, customers start forgetting why they’ve been choosing you over the competitors all this time.

  2. Mark Henson said:

    Feb 28, 09 at 7:31 pm

    I first saw this happen at a restaurant known for it’s customer service. I asked a random waiter where the bathroom was and she said, “let me show you.” She walked me part of the way there (all the way would have been creepy) and made sure I knew where to go from there.

    In our business, we follow a simple rule of never pointing. If we feel the urge to point to something, we walk the guest to it instead. Same goes for anything we think might need explaining. We’ll even ride the elevator down with a guest to ensure they exit the building at the proper door, depending on which direction they’re headed.