Comments on: Your Customers Can’t Find What They are Looking For http://www.returncustomer.com/2009/02/04/your-customers-cant-find-what-they-are-looking-for/ Learn beneficial marketing and business principles from everyday experiences Tue, 06 Jul 2010 14:08:53 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Joe Rawlinson http://www.returncustomer.com/2009/02/04/your-customers-cant-find-what-they-are-looking-for/comment-page-1/#comment-75113 Joe Rawlinson Mon, 30 Mar 2009 14:30:00 +0000 http://www.returncustomer.com/?p=402#comment-75113 mickey1234, You're right: these questions are scripted and can come across dry and not sincere. The best place to help a customer is before they get to the register. Because if they don't find what they are looking for, they'll never make it that far. mickey1234,

You’re right: these questions are scripted and can come across dry and not sincere.

The best place to help a customer is before they get to the register. Because if they don’t find what they are looking for, they’ll never make it that far.

]]> By: mickey1234 http://www.returncustomer.com/2009/02/04/your-customers-cant-find-what-they-are-looking-for/comment-page-1/#comment-74974 mickey1234 Sun, 29 Mar 2009 19:11:25 +0000 http://www.returncustomer.com/?p=402#comment-74974 "Did you find everything you were looking for?" let's get real folks - it's a fake scripted question. Sure, if by some unlikely chance, I, as a customer, was hearing that phrase for the first time it might sound sincere, but after the 1000th time (or the even the third time!) it sounds fake. The time to ask customers if they are finding everything is BEFORE they are in a checkout line. Honestly how many people are too stupid or shy to ask an employee in the aisles while they are still shopping? If someone is too shy to ask an employee on the floor, will they be any less shy in front of a long line of customers behind them? Instead of forcing cashiers to do one more mechanical thing why not train floor employees to ask customers if they are finding everything? then it's USEFUL. basically, its a dumb short sighted corporate policy that is rationalized as a method for increasing sales. I'd rather frequent a store (and thus increase their sales) that didn't put me through these dumb scripted questions. “Did you find everything you were looking for?”
let’s get real folks – it’s a fake scripted question.
Sure, if by some unlikely chance,
I, as a customer, was hearing that
phrase for the first time it might
sound sincere, but after the 1000th
time (or the even the third time!)
it sounds fake.
The time to ask customers if they
are finding everything is BEFORE
they are in a checkout line.
Honestly how many people are too stupid
or shy to ask an employee in the aisles while they are still shopping?

If someone is too shy to ask
an employee on the floor, will they
be any less shy in front of a long line of customers behind them?

Instead of forcing cashiers to do one
more mechanical thing why not
train floor employees to ask
customers if they are finding
everything? then it’s USEFUL.

basically, its a dumb short sighted
corporate policy that is rationalized as a method for increasing sales.

I’d rather frequent a store
(and thus increase their sales)
that didn’t put me through
these dumb scripted questions.

]]> By: Joe Rawlinson http://www.returncustomer.com/2009/02/04/your-customers-cant-find-what-they-are-looking-for/comment-page-1/#comment-71654 Joe Rawlinson Wed, 04 Feb 2009 17:30:34 +0000 http://www.returncustomer.com/?p=402#comment-71654 Exactly, Pete. A self-help computer system or even in-store signs are often built around the company's terms and jargon. The employee can act as the translator in mapping a customer's needs to the appropriate product. Exactly, Pete. A self-help computer system or even in-store signs are often built around the company’s terms and jargon. The employee can act as the translator in mapping a customer’s needs to the appropriate product.

]]> By: Pete Abilla http://www.returncustomer.com/2009/02/04/your-customers-cant-find-what-they-are-looking-for/comment-page-1/#comment-71653 Pete Abilla Wed, 04 Feb 2009 16:46:55 +0000 http://www.returncustomer.com/?p=402#comment-71653 One important piece in your Lowe's example is the benefit of a human helping the customer; this is important because sometimes the customer knows what they want or need, but can't articulate the need with a product name or offering. The human can help better identify a product solution to the difficult-to-articulate needs of the customer. One important piece in your Lowe’s example is the benefit of a human helping the customer; this is important because sometimes the customer knows what they want or need, but can’t articulate the need with a product name or offering. The human can help better identify a product solution to the difficult-to-articulate needs of the customer.

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