Be Your Customer's Hero

CHAPTER 39

Become the Customer’s Personal Detective

Your customer often needs things you do not have, and how you handle these situations can be the difference between average service and Hero-Class service. When a customer needs an item or an answer that a rep does not have, the typical response is to do a cursory check and then return with the answer. Let’s say a customer has decided on a shirt she likes, but you do not have her size on the rack. The typical rep will tell the customer that all inventory is on the floor (which may or may not be true) or will go check the stockroom to see if the store has the item. Often, the process ends there. A Hero-Class rep takes it a step further; she enlists herself as the customer’s own private detective. ...