Every Team Member Should be Ready to Play

  • We need every member of the team dressed and ready to play (Brian Bosworth example)
  • Without every member ready to play, you don’t have a team.
  • When a customer walks in the door, we have 45 seconds to make a connection. 
  • 80% of customers say they want to be noticed within the first 45 seconds.
  • 4 greetings that really work: 
    1. “Hey, thanks for coming in.” > Customers like to be appreciated.
    2. “Have you been in before?” > Creates a conversation.
    3. “Are you looking for something in particular today?” > Even if they are just browsing, they are out browsing for a reason.
    4. At the very least, talk about the weather. It’s cliché, but we’re all affected by it.
  • If you ask “Can I help you?”, the customer will normally say, “No, I’m just looking”. The key is to promote a natural conversation.
  • Consider putting a conversation piece in your store. 
  • Roughly 4% of customers that were treated casually by a company complained. The other 96% just stopped going there and told 9-10 others about their negative treatment.
  • Don’t forget about the goodbye. Make it sincere.