By Sam Kellogg
All of us could learn a little something about customer service from retail stores that have to manage the post-holiday rush of returns and gift cards. I'm thinking of high-end retailers with pedigrees, such as Saks Fifth Avenue, and the big-box retailers, such as Best Buy and Target, that cater to consumers with a variety of incomes.
The day after Christmas, their employees will be tired, having worked the long days leading up to the holiday, and anxious shoppers will have emptied their shelves. Meanwhile, they know that once the last present has been opened, they'll be facing a tsunami of returns and will be awash in gift-card holders seeking to cash in on their newfound "wealth."
As an interior designer, I've been in this situation myself—exhausted from working full tilt on a project for months, my office destroyed by one too many nights at work, my staff worn out from the latest battle, and new and longtime clients showing up with demands that push the limits of my business.
Yet, like good retailers, I see this post-rush period as a responsibility and an opportunity. This is a time to turn prospects into clients, and to leverage a client's energy for a new project into a contract for services.
Here are a few tips for this season:- Keep a good attitude. By keeping a positive attitude in any situation, you're always prepared to take care of your customer's needs, whether they're small or large. Sure, you're exhausted, but an opportunity is an opportunity.
- Understand your customer's situation and don't dwell too much on yours. Exhaustion may be sinking in for you, but your clients may be gearing up for a major project and they need your help.
- If your client is experiencing buyer's remorse, don't take it personally. I find, after a big holiday, a lot of clients after a big holiday may feel like they've got a few concerns about their home or renovation, and they look to me to come up with solutions. Develop a plan that takes care of their needs, and then take action.
- As you're dealing with the post-holiday blues, don't forget to ask for business from your clients. Sure, you're tired now, but in about three weeks you'll be rested and looking for new customers, so keep the conversation going. And it doesn't hurt to offer an incentive to a client who buys during the winter lull.
- Don't forget to get in touch with those contacts you made at all the holiday parties you attended. The holiday season is one of the best opportunities to meet potential clients. If you're like me, you've spent a lot of time at cocktail parties and seasonal gatherings, and you've probably collected business cards or shared phone numbers. This is the moment to reconnect with all those people and plant the seed in their minds about that new project, service or product.
Just remember that the holidays may have exhausted you and your business, but the foundations for your 2010 balance sheet are being built in these first few days and weeks of the new year.
Sam Kellogg is the owner of J. Samuel Kellogg Interior Design in Chicago, and is a regular columnist for BIZ.
