From our experience in the bloom of 2015, retailers are lacking and don't seem to care. Let me explain:
1. Three website contact forms filled out requesting quotes. A week later - still no response at the time of writing this column. This is totally unacceptable. The internet has created an atmosphere of wanting information and answers now. So how can it be that though the websites I went to were polished. Professional. Lovely. They unanimously let their form filled email enquiries go unanswered?
Have you ever thought of the real cost to your business of just one lost customer? Or conversely the value that simple procedures established AND FOLLOWED THROUGH for website enquires can add to your profit?
Solution: Simply create a standard paragraph that can be inserted into all quotes and have the receptionist send them. The paragraph can be saved as a quick part (Outlook); Scrapbook item (Mac) or canned response (Gmail). Then assign it to a salesperson and keep track - even if it's simply on an Excel spreadsheet -date, enquiry, person responsible, outcome!!!!
2. We hit six physical locations; either my husband alone or both of us.
Bar one, not one of the sales people seemed interested, or in any rush to help us even though the stores were pretty empty.
Hello! What happened to the old fashioned meet and greet and 'can I help you'?
Solution: Don't underestimate the value of good staff and great customer service and the business and referrals it generates. This is the lifeblood of most small businesses. Greet customers. Leave them alone if they say they're just browsing but if there is real interest - don't let the customer walk out of the store without leaving a contact point for the salesperson to follow up. Most often you'll find that one of your largest competitors isn't the similar store down the road, its inertia on the customer's part.
3. Four days have passed since our floors were measured by one establishment. We were promised the quote later that afternoon. We are still waiting.
Solution - This could be bad communication between the measuring team and the salespeople. I don't know the answer here as it is simply just humans being slack.
Summary:
Nine companies visited - four online and five in store.
• Three online requests for quotes ignored, unanswered.
• One we telephoned (after looking at their website) said his measurer will call to make an appointment. Five days have passed. No call.
• Three stores let my husband linger and also walk out without asking him if they would like them to contact him
• One gave good advice but didn't have the right product
• The first that we visited has languished getting back to us with the quote.
P.S. for more solutions to this problem, do click here for a good read.
Written by Debbie Mayo-Smith, One of New Zealand's most in-demand speakers, trainers and bestselling authors. Debbie works with companies that want more effective staff. For more tips and business ideas sign up for her free monthly newsletter. 
