Article written by Bob Green, Business Advisor, Western Sydney Business Centre.
In the current economic climate, it is vital we look after our customer base. Things have changed, these days, the customer has to almost win an arm wrestle to get the focused attention of a sales assistant. If you are a senior citizen, the job is even harder because you also need overcome the verbal and mental pats on the arm and the “you poor old thing” attitude.
But the people who are members of this age-group now have a greater discretionary disposable income than all the other groups combined. When they walk into a business (or shop online), they are there to do business, not to experience a social event. If they walk out the door it is unlikely you will see them again because, the fact is, you don’t carry a unique product and they will go elsewhere for their purchases.
As a member of this group myself, here is a short list of my pet peeves: –
- “hello dear”;
- We have a backlog of customers seeking help, what is your first name? (its MR.)
- If you have trouble making a selection, I can help you. (It’s a touchscreen with pictures!)
- You just hold your card like this and tap here (I know, it says “Tap Here”!)
Train your staff to understand that today’s OAP definitely knows more than they do and has more money to spend than they have. If enough of them go, eventually the sales staff go and maybe your business.
Need help with this? Go to the Business Connect website, look at the Western Sydney Business Centre advisor bios and book a call back from one of the advisors or call Western Sydney Business Centre direct on 02 4721 5011. I can also help prospective NDIS providers, Bob Green.
