By Niki Boesen
If 2020 and 2021 have taught us anything, it is that we can only expect the unexpected. Who would have thought that a global pandemic would bring such success into the world of retail flooring?
As the holidays approach, and news of the global transport crisis grows more concerning, your attitude about the issues retailers are facing could make the difference in getting the sale or having a customer go to a competitor. We are ALL experiencing the same things. So what sets you apart?
There has been such a decline in customer service lately, partly due to lack of workforce, partly due to the ongoing stress of the pandemic, that being greeted with a positive attitude and a smile will actually make a huge difference to your potential customers.
I spend a lot of time on the road and I can count on one hand, and name the towns I was in, when I visited a drive-through and was greeted with the voice of someone who sounded like they enjoyed their job. It totally made my day.
Likewise, if you happily present your product offering and joyfully help your customer choose flooring, your positive attitude will be contagious, not only to them, but to your coworkers. Set expectations with moving back order ETA’s, material shortages, etc. If they have a drop-dead date for install, AMLU01 let them know you can reach out to your suppliers to check for in stock flooring before they make a choice. Show them that you care about them and this big decision they are making. We at TSF will do the same for you. Our Customer Support, Purchasing, and Warehouse teams go above and beyond to help our Territory Managers make things happen for you, so you, in turn, can provide excellent customer service to your customers.
I challenge you to be aware of your attitude and how it sets an example for your employees and coworkers, and how it impacts your sales. I close with this quote from leadership writer John Maxwell:
“We cannot choose how many years we will live, but we can choose how much life those years will have. We cannot control the beauty of our face, but we can control the expression on it. We cannot control life’s difficult moments, but we can choose to make life less difficult. We cannot control the negative atmosphere of the world, but we can control the atmosphere of our minds. Too often, we try to choose and control things we cannot. Too seldom we choose to control what we can…our attitude.”