The holidays are fast approaching — are you ready?

End November through to end December represents a critical time period for several retail companies in Kenya. The performance during this period could mean the difference between a hugely successful year or a very disappointing one.

With schools about to close and generally more people out and about; retail stores are usually most stressed during this period — not just in terms of more customers; but more irritable and frustrated customers; which could mean lost sales, lost customers and even reputational damage across various social media channels.

This is why a bit of upfront preparation with your teams can go a long way to providing an excellent experience for your customers and a less stressful period for your employees!

1. Have your customer greeting script ready! Seems obvious but we’ve seen many a store where there is no interaction with the customer as they walk in. A smile and a warm welcome will leave the customer with a strong first impression. Let your employees engage with your customers, find out if they’re after something in particular or just browsing and help them navigate your store layouts. The first interaction points for most stores and shops in this market are the security guards — ensure they are prepared too!

2. Have your closing script ready too! As the customer exits your store, acknowledge them with a simple “Asante” and “We hope to see you soon!”. Lots of companies forget that a good exit/closing interaction is key to a lasting impression and inviting the customer back in again.

3. Have your employees genuinely care about customers. Ensure your staff are up to speed on all your products and services, and also get them to go out of their way to help your customers. For example, provide options/solutions if a particular product or service is not available. Similarly, ensure your employees are ‘present’ (employees on their phones is a big NO) and acknowledge customers especially those standing in queues — let them know they will be attended to soon.

4. Prepare your employees. Take your employees through a refresher course or simply take them through this list of ideas before the busy period begins. During the busy periods, aim to meet with your teams first thing in the morning before you open your doors. Discuss what worked and what didn’t work (and needs to change) yesterday and don’t forget to acknowledge any employees who really demonstrated great customer service. Many companies choose to hire temps to provide extra cover during this period — a customer will not differentiate between a full time and a temp and it’s important that your temps live and breathe the same values and customer service principles.