Walk-In Customer Service

WRITTEN October 24, 2019 Author: Rich Atkins

Has your business thought about its walk-in customer service?

Clients walk into businesses. Whether it is in a store, a doctor’s office, an insurance company, or even a communications skills training company—customers enter, conduct business, and then leave. The real level of service is found, not in how the providing staff solves problems. Service, on this particular level, is measured in how they treat clients emotionally.

In offices, the front-line staff has the power to inspire confidence in clients. To do that, there needs to be a positive and enthusiastic energy level.

When people walk in to any business, they expect two things: Respect and Control. The store or company needs to show both to the public. “Respect” means that the staff shows that the customer is valuable to them. “Control” means that the walk-in is offered some kind of choice (even if it’s only an illusion) so that s/he has a say in what will happen.

Here’s how it can start: “Good morning. Welcome to XYZ Computers. Are you looking for computers or accessories today?”

In this example, the prospect was treated cordially (respect) and asked for a choice (control).

Attend to the following items when each client arrives:

  • Greet and welcome the client.
  • Reinforce the benefits of choosing the service provider.
  • State provider’s credibility and capability.
  • Explain office procedures and services offered (here’s an opportunity for cross selling).
  • Request and collect necessary information (in a medical office, “the clipboard” is not the “punishment” for choosing the provider!).
  • Discuss payment terms—try for favorable client outcome.
  • Show respect for the client’s schedule (when there is a delay, explain).

Remember this for Walk-In Customer Service:

  • Office workers are “on stage” when a client is nearby.  Take caution with actions and speech.
  • Customers often talk to each other.

Improving Communications promotes UB4me® Customer Service. Whether it is a new walk-in, or a well established customer, it means that we place the other person first—ahead of our own needs. 

Having a service mindset means putting others, and sometimes their emotional needs, before yourself. Putting others first requires re-ordering your priorities and taking care of another’s needs ahead of your own. This may not sound like it’s fun.

The reward in placing yourself after others is in the value you get–of your own actions–and from the affirmations of those you’ve helped. Practice helping to improve the focus on others.

The Improving Customer Service for Professional Offices class offered by Improving Communications can be a chance to hone the skills needed to make your staff the most effective service professionals possible. To do this, means starting with UB4me.

This information is from the Improving Customer Service curriculum. If you’re looking for ways to improve this or other communication skills, register for one of our upcoming public classes.
Photo Credit: Jon Jack

Other Resources:

4 Key Skills For All Frontline Employees

Top 5 Skills Every Frontline Associate Must Have

First 3 Things Customers Notice When They Walk In Your Door

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