| When a customer walks into your Antique Store | | | | D. The customer is always right (in theory).. |
| what are you generally doing? You a probably "busy" | | | | Remember this key philosophy even when you are |
| doing something. There is "acceptable busy" and then | | | | right. Avoid arguments. Listen to what your |
| there is "The illusion of being busy". If you are | | | | customers says. People like to be heard. You need |
| fortunate to have decent traffic during these | | | | not bend yourself into a pretzel for people but |
| challenging economic times you are either ringing up a | | | | "listen" and allow them to express themselves. When |
| sale, opening up showcases or helping someone find | | | | it is easy go the extra mile for them try to.. (The |
| the "objects of their desire" (all examples of the right | | | | sale ended yesterday but I am making an exception |
| kind of busy). But is there a difference between | | | | for you since you are a regular customer). |
| "acceptable busy" and "unacceptable busy" ...what I | | | | Customer service is the key to your business. People |
| call "The illusion of busy". | | | | will return time and time again to places that convey |
| This article talks about "good busy" and "not so good | | | | an inviting and warm atmosphere. |
| busy". What image do you and your staff portray to | | | | 2. Create boundaries at work be professional. |
| potential buyers? Is there ways to improve your | | | | A. Designate a private area where staff eats (out of |
| customer relations and increase sales? Read more. | | | | customer view)..if you can.. |
| The Wrong Kind of Busy | | | | B. Limit personal calls in front of customers. |
| But what about the rest of you (and/or your | | | | C. Avoid reading magazines, newspapers, books in |
| staff)...what are you doing when a customer walks | | | | front of customers. |
| into your shop? | | | | 3. Establish the proper balance of attention... with |
| Are you at your desk with your head hiding behind a | | | | your customers ..offer customers . freedom to |
| computer screen? Do you barely look up to see who | | | | browse without intrusion but also check on your |
| just came through the door? Or maybe you are | | | | customers during their visit. Ask your visitors what |
| doing a crossword puzzle or your nails? | | | | they are looking for. Always offer shoppers your |
| My guess is that if you are like so many antique | | | | assistance to open showcases, help them find what |
| dealers I know you are likely to be posting items on | | | | they need carry items. |
| eBay (or elsewhere) during business hours (to catch | | | | 4. Orient your customers: Tell every customer about |
| up and make a buck)...OK that is a form of busy and | | | | special sales in certain booths, the existence of a |
| yes it's important work...but to the customer who | | | | bargain room, basement and upper floors etc. Remind |
| just walked into your shop...it is a signal that you are | | | | them of upcoming holidays asking "are you set for |
| "preoccupied" with something more important than | | | | Thanksgiving...you know we have lots of platters and |
| them! Customers want to feel special. We all want to | | | | serving pieces". |
| feel special! .. | | | | 5. Walk around your store and offer to bring back |
| Here are Six Tips on How to Avoid "The Illusion of | | | | items to purchase to the front desk. This serves |
| Being Busy" and Actually Increase Sales By Paying | | | | many purposes from security to encouraging |
| More Attention to Your Customers Needs | | | | customers to buy more.Consider offering " country |
| 1. Your customer always comes first | | | | baskets" to shop with". Studies have shown that |
| A. Acknowledge all your customers personally. If you | | | | waitstaff in restaurants who visit their tables more |
| can't directly greet them, ask another staff member | | | | often and check in with their diners ..received bigger |
| to fill in for you. | | | | tips. People will buy more if you interact with them (in |
| B. Apologize for temporary interruptions. If you are all | | | | the comfortable zone). |
| alone in your shop and busy for the moment i.e.on | | | | 6. Keep the environment climate comfortable. When |
| the phone....pause for a minute and tell your customer | | | | you turn down the heat to save money you also |
| that you will be right with them and than honor that | | | | decrease the amount of time your customer stays in |
| promise. | | | | the store. Be aware of your customers need for |
| C. Smile....act friendly. Call your customer by their | | | | comfort.(The same formula applies to other |
| name...ask them their name if you meet them for the | | | | seasons).Offer hot chocolate, hot cider or hot coffee |
| first time. Establish a friendly rapport. Start a pleasant | | | | and tea. |
| conversation "So what do you love to collect?" | | | | |