How regular is your routine? Is it so regular that when you look back, the rut is so deep you are in fear of violating some OSHA code for not supporting the walls around your dig site?
Sure, we have our processes; open store, paperwork, block and face, then wait for the customers/guests to come in. Is your approach to your customers/guests an individual approach or do you tailor your interaction to the person as they come into you operation?
A good friend and mentor writes 5 blogs a day. I've told him that there are days when I feel that he writes his post just for me and not for the thousands of others who stop by and view his blogs each month. To me, he is giving me the individualized, red carpet treatment. He is treating me as a VIP, a Very Individual Person.
Part of the process of creating an individualized experience deals with understanding the types of guest that come into our stores. I have identified 4 main categories that most of our customers fall into.
1. Commando - They have their routine. They have a laser-like focus. They walk determined and are ready to get in, get out, and get on their way.
2. Information Seekers - These customers/guests come in and usually head straight for you. They may have heard of a product but have no intention of buying from you. They may just be using you for your expertise but spending their dollars elsewhere.
3. Gliders - These customers/guests wander in at a leisurely pace. They generally stop one or two steps inside the store. They may be looking around just letting the signage, colors and layout sink in. They seem to float through the store as if they were driven by prevailing winds.
4. Deny-ers - These people may have to turn sideways when coming into your operation. Why? The chip on their shoulder is so big or their ego is so huge we need to consider doubling the entry way so they can fit into your shop. They already have all the answers and they want to share their (mis) information with anyone who will listen. Nothing works because they have tried everything.
Do these types sound familiar? How can you be prepared for each of these guests? Your body language, tone of voice, the speed and volume of your words should mimic that of your guests.
Where this won't work is with negative emotions. If your guest comes in angry, you remain calm. If your guest is frustrated, you remain reassuring. If your guest comes in doubtful, you remain confident. Adapt your style and your approach to that of the individual.
Create and individualized approach to make your guests feel like they are walking the red carpet!