The Grapevine

Creating Great Customer Service in Your Wine Shop

January 13th, 2015

The top of just about any “how to succeed in retail” tips list (including our own) has to focus on providing great customer service and creating a great customer experience. Here are a few tips on how to make your wine shop customers are your focus. [level-members]

Start at the Top
First, recognize that monkey see, monkey do isn’t just a rule for kindergartners. Your employees (who I did NOT just compare to monkeys … unless you yourself behave like a monkey …) will most certain ape your behavior. (I couldn’t resist.) So make sure that you pay attention to your customers as soon as they walk through the door – not as soon as you’re done reading the Facebook post you were in the middle of.

Treat Employees Well
Your employees are people, too. Treat them well and they’ll treat you – and your customers – well. Mutual respect goes a long way toward creating a happy team, and a happy team is an absolute requirement for happy customers.

Don’t Forget the Environment
Shabby space makes it hard for anyone to feel really positive, most especially your employees. That doesn’t necessarily mean gold-leaf fixtures and imported marble floors. It does mean a well-maintained, comfortable place to engage. Keep your shop looking great.

Don’t Stop Thinking About Tomorrow
Long-term success requires long-term thinking. Pushing for the quick sale isn’t going to get it done. Build trust: if you can’t meet their needs but know a competitor can, steer them in the right direction. And go the extra mile. (Don’t just tell them where they might find what they’re looking for; offer to call ahead to see if it’s in stock.)

Always Take the High Road
Yes, there are some rotten people out there who will try to pull a fast one. But most of the time, people are honest. Assume the best and only dig your heels in if someone is taken a second bite at the apple. (Fool me once, shame on you. Fool me twice, shame on me …)