Archive for Sales and marketing

Endangered customer; customer service, Richard Shapiro

8 Steps to Guarantee Repeat Business

The other day I stopped by Lowe’s to have some keys made. Nice greeting by the clerk at the checkout counter but when I got to Aisle 13 not a soul was in sight. I walked around looking for an associate and, not finding one, I yelled, “Anyone here to make me some keys?”

A head poked up behind a counter in the hardware section revealing a sales person who walked around to the key desk, where I was standing. No hello; no “sorry to keep you waiting.” Another customer soon approached him and asked a question.

My guy just threw up his hands and shrugged. I jokingly told the other customer, “He’s the key man right now.” No smile or acknowledgment from the key maker. Read More→