I love Costco. I get giddy when I go there. I don’t know if it is the abundance of free samples but I’m sure that helps.
On a recent trip to Costco, there was a big thunderstorm brewing nearby. I knew that by the time I got out of the store, it could very well be a torrential downpour typical of a summer thunderstorm in Texas.
I didn’t want to get wet and I surely didn’t want my purchases to get soaked either.
I rushed through the store and picked up the items on my list. As I waited to exit, the guy that checks receipts said, “We’ll get you on your way before the rain hits.”
That little interaction literally calmed me down.
Your customers have individual needs and concerns. The environment they live in is often a source of stress to them.
In this frazzled state, customers show up to do business with you. When you are aware of external circumstances that may effect a customer, you can empathize with them.
This does two key things. First, it shows you are human, too, and not a corporate machine. Secondly, it allows you to serve customers more efficiently. If you know their needs because you are paying attention, you can provide the solution customers seek even before they ask.