Ken
Ken
Sep 9, 2018 · 2 min read

Quick guide to working in retail.

As an employee at CVS for 5 years, I learned a lot about customer service.

My main role, at first, was to ring them up at the register. I had the early morning shift, so it was often just me.

Things are pretty smooth around that time. It’s usually when the regulars drop in for the daily paper and such. Remembering their names, what they like to get, and maintaining a light banter goes a long way.

Around 11 am is when the rush starts to come in, and lines can get long. If a store is understaffed, it can feel like a lot of pressure to see customers getting impatient.

Going with the flow, staying calm, being efficient, friendly and knowledgeable, usually leaves them with a good experience even in this part of the day, and things wind down again in the afternoon.

Most exchanges are simple, they come in for one or two things, and go on their way.

Disputes usually arise when prices don’t match the sales flyer, or they have an expired coupon (or ten) that they still want to use.

The main thing I learned is that if a customer is angry or stressed out, it’s usually from something personal, like they’re in a rush etc.

Maintaining a positive, friendly demeanor, acknowledging mistakes or misunderstandings on the store’s part, never taking things personally, and being solutions-oriented will quickly diffuse the situation and the customer will even thank you for it.

Go above and beyond in service. If they expect a 7 give them a 10. If they’re looking for next week’s flyer, also write a rain check for their desired product. If the limit is 4 and they ask for 6, say “of course! Just for you” Those good vibes will be reciprocated 10 fold when the customer returns happy, and tells their friends about how well they were treated.

People’s shopping decisions can easily become rote. It’s usually a matter of proximity, convenience, and habit. Exceptional service is an investment maintaining that dynamic. That’s a concept I learned from chess (and poker to some degree). If you have the advantage, maintain and build on stability, in this case through excellent service.

So always be accommodating, you want to be saying yes — you’re there to help and make things easier. A facilitator. Treat them how you would want to be treated if roles were reversed, it’s the ‘Golden Rule’ — it works.