- Successfully communicating all the important facts to your patients in a way that they completely understand no matter what level of knowledge they may have or not have about biology or the medical profession.
In retail we have to relay our knowledge of our product or our store policies in a calm and respectful way that the customers can understand. There are a range of customers that will feel affronted and you dumb it down to much, and then there are those that will be confused if you assume they know what you believe to be common knowledge. Through customer engagement retail employees can learn to easily gauge by body language and facial expressions what their customers are taking in, and how their customers feel about the information.
- Bedside manner is critical
As a retailer we must be mindful of our attitude and our manner of communicating what our customer doesn’t want to hear in a manner that will not break their loyalty. You must be able to connect with and empathize with your customer, and show them that you do understand their frustrations. You must be able to exhibit to your customers that you are doing everything in your power to do.
- Exhibit patience with difficult clients and their families that are already under stress or worry.
We encounter stressful situation with our customers when it comes to returns, poor product quality, high price points, or a misunderstanding in policy. It is our job as retailers to ensure that we turn these sometimes stressful and aggravating moments into a positive shopping experience.
- Express the importance and necessity of treatments that may want to be avoided.
On the sales floor we are sales people, we are experts in our field and we know how to express our expertise in such a way to our customers that they feel inclined to partake in our product or service. Why is this warranty so important on their home heater? How it will it prevent further drain on our finances and sustain a life long quality for our families?
- Must appear open to listen with understanding the concerns of your patients.
I read often in retail blogs the annoyance one has in hearing any personal tid-bits about a customer’s life. The fact remains we are all ego-centric at our core and we feel what we have to say is important, and allowing the customer to express their opinion, day, or strange occurrences only opens the safety net they feel in trusting you their local retailer. This bond is important to maintain a steady and faithful customer base.
- Attempting to respect and understand individual beliefs such as anti-vaccinations.
Customers will say crazy things, and we have to accept them for being unique in order to keep them happy and maintain their trust in us. If we treat our customer as if they are freaks they will become reclusive and closed off to our suggestions and efforts to help them. In most cases not return to our store for another visit.