3 Things to Remember
Care more about your customers than you do their wallets.
Don’t focus so much on customer transactions that you lose sight of customer relationships.
Never, ever lose sight of what made you successful in the first place.
5 replies (most recent on top)
General Motors even stated today in their announcement of plant closures,"they don't want to go the way Sears did" ha ha Mary, you're as greedy as Eddie is!
At least so far Sears was not bailed out by the American Taxpayer like General Motors was!! Yet
Upselling and trying to get people to buy extras and extended warranties is so yesterday. Customers just want somebody who is knowledgeable and answers their questions. They don't want to be pressured in to buying something they are not sure they want/need or challenged if they refuse or say no. That makes for a really substandard customer experience and is possibly one of the major reasons why Sears is in the shape it's in.
I don't know of anyone who is looking to walk in to a store to get pressured in to buying something they don't want. I know I don't! It is one reason why I will never buy a car from a dealership (plus, buying a 3-5 year old used car lets somebody else take the depreciation hit, ha ha). I hate being yakked at about something I don't want to buy. I just want what I came in for -- nothing else -- and I will not change my mind, whether I'm buying a coffee maker or a house or anything in between. In fact, I am the type to do all my research and usually know more than the person selling the product to me so I'm an easy customer -- all I need is somebody who is able to cash me out and send me on my way.
The upsell. I hate it and it's everywhere. At least online you can say fyou and click no. And don't get me started on all those GDF surveys. Grumble grumble get off my lawn dam kids. I'm old and don't care.
Yadda yadda yadda 👳
Great advice for ten years ago. They could have done this by not harrassing the customer to open credit accounts, not harrassing the customers for PAs, not harrassing the customers to open SYW accounts, not creating a byzantine rule system for SYW, not harrassing employees, not maintaining such low staffing levels that good employees all left... I could go on for half an hour at least. Basically, everything the company did in the last ten years is exactly what caused the company to fail.