Remember the last time you were well attended to by friendly staff?
Friendly service is a standard in any service industry, and while there are staff members that are genuinely friendly, well-able to put a smile on your face without any effort, there are also those who need to work at it a little bit harder.
The latter aren’t bad at their jobs, they just don’t have that same motivational power that drive sales or easily create returning customers.
The former enjoy helping and talking to customers – usually, they’re just good with people in general. These are the frontliners that go out of their way to find the best solution for whatever it is the customer is looking for.
When we couple friendly service with good product knowledge, staff will be able to make a serious impact on any customer. This, in turn, allows the customer to feel at ease knowing that the staff knows that he/she is talking about and is genuinely looking to help the customer.
Which brings us back to Apple.
If you, as a customer, know exactly what you want, you enter the store and grab what you want.
Friendly service makes all the difference here and determines whether the company has been successful in its strategy to create returning customers. If you don’t have much knowledge of what you are looking for. The staff will need to use his/her product knowledge to inform you. Now, if the staff is able to attend to you well and in a friendly manner, he may have just made a “regular customer”.