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Your Money, Your Call
Cresencia Marjorie Chiremba
IN a small corner store on one of the bustling streets of Harare, my routine shopping experience was momentarily turned into a stressful mission.
Well, here is what happened.
I walked into the store, a bell jingled from above and I was ready to grab my essentials.
However, the shopkeeper was “busy”.
He was engaged, not with work, but a lively social conversation.
The other party was a woman with a floral scarf and they both appeared to be enjoying every moment of the dialogue — at least their endless giggles suggested so.
They chatted like old friends.
Meanwhile, I stood there, loaf of bread in hand, wondering if I should interrupt or just wait it out.
I waited in the queue, biting my lower lip because of irritation.
When I checked behind me, I saw fellow customers in the queue who were similarly visibly agitated.
A gentleman who was right in front of me shuffled his feet, muttering under his breath.
His grocery sat forgotten at the till point, which was more like a silent protest against the shopkeeper’s divided attention.
In a bid to get attention, the guy loudly cleared his throat.
The shopkeeper blinked as if waking up from a deep slumber.
The cash register awaited and our groceries needed scanning.
When he finally realised that he had work to attend to, one of the customers had already lost patience and walked out.
I immediately asked myself: Has the shop lost a loyal customer?
If so, how many customers is the business losing due to the shopkeeper’s unprofessional behaviour?
Dear shopkeepers, please take heed.
The mix between customer and camaraderie relationships can have serious repercussions on business operations.
Here is how to avoid irritating the very people who keep your tills running.
You should learn to promptly acknowledge when a customer walks in.
A simple nod, smile or “I will be right with you” can do wonders for you.
Ignoring clients while catching up on gossip is one way of making sure they do not come back.
Frankly speaking, who wants to be ignored or delayed by someone busy gossiping?
Yes, conversations are lovely but not at the expense of your paying patrons.
It is always important to strike a balance.
If you find yourself deep in dialogue, excuse yourself briefly.
“Hold that thought, I will be back in a jiffy,” you might say.
The woman telling you that juicy story is delightful, but so is the person waiting to buy milk.
Learn to prioritise tasks.
It is like juggling — keep the balls (customers) in the air without dropping any.
Customers are different; some crave interaction while others just want their groceries and change. A smart salesperson must be able to read the room.
They should be able to quickly gauge the mood of their customers.
If someone looks uninterested in chitchat, just swiftly switch from storyteller to cashier mode.
Likewise, basic courteous manners like a simple “please” and “thank you” go a long way in preserving relations.
Above all, do not forget to promptly scan goods.
That is your core duty after all.
Always remember the basics.
Multitasking is an art, but do not let it become a circus act.
Scan items swiftly, give correct change and keep the queue shorter all the time.
Customers should never be kept waiting.
If you have kept someone waiting, apologise sincerely. “I am so sorry for the delay” is all you need for a client to feel respected.
Bonus points will come if you slip in a compliment about their choice of a particular product.
So, conversations are precious but so are paying customers for they deserve first dibs.
Next time you are torn between tales and tills, choose wisely and your store will thrive.
Cresencia Marjorie Chiremba has a passion for customer experience. For comments, suggestions and trainings, she can be reached at: [email protected] or +263712979461, 0719978335, 0772978335.
Online Reporter