What irritates me, as a buyer could be a turn off to your customers too

By Nicola Pitt

Don't you hate it when you hear about a shop offering poor customer service. In many cases you promise yourself you will never go back there if you can help it. Oh dear, and that business just lost a customer.

I get irritated as a buyer going into shops that offer horrible or non-existent customer service. Years ago, before I got married, I went shopping with my mother. We walked into one of those horrendously expensive dress shops in Brisbane. There was an older lady working there who made a comment about older ladies who looked faded and worn buying expensive dresses. Unfortunately the comment was about my mother. I can remember the look on the woman's face when my mother came over and I told her there was nothing we wanted in the shop. One large very lost sale and we never went back - ever. Before making a comment, think about what you are going to say before you say it.

What about service staff who do not like to serve? Remember, the bread and butter of your business is Customer Service. If a customer needs service and you are busy with another, it doesn't take more than a second to say, "excuse me" to the person you are dealing with and acknowledge the customer waiting. They could be a big order waiting, or a small start out order. By not acknowledging them you can and will alienate them.

Only one checkout working in a large store with lots of people waiting – most people don't mind waiting, but when there are long lines, get in and get it sorted out. People remember these things. The quicker they are out of the shop, the better they feel about the experience.

After sales service. You buy an expensive item and it doesn't work, fit or other. I expect help to deal with my issue. I am usually a repeat buyer, I find someone I am happy to deal with at reasonable prices because I want to experience service.

Parking, one of my largest ever bug bears is the issue of parking. Make it easy for your customers to buy from you. If you don't offer parking, you may well be losing customers. Why? Because many older customers do not like to walk very far. Mums with babies find it difficult getting from one shop to another with shopping and pram. Consider your clientele and their needs.

Businesses who don't open on Saturdays. I can never understand shops not being open on a Saturday. This is a peak shopping time. People who don't work on Saturdays like to browse. And browsers will pay money if they find what they want. Make it easier for them to spend money.

No Eftpos or Credit Card – yes with the cost of them on the rise, some businesses are actually getting rid of them. But please, if this is you, let the customer know Before they reach the checkout. Nothing is more embarrassing for a customer than to get to the counter and find this out.

The list is long, but consideration for your customer, their needs and comfort is the biggest most important rule of customer service. Look after your customers and they will come back, for service, price and quality.