We'd heard about a nice local deli, and stopped in to see the offerings.
Greeted with a smile, we asked about their prepared dishes, particularly vegetarian ones which, unfortunately, were on the sparse side. Because the store came with high recommendations, we persisted in our questioning.
Until the clerk offered us a sampling of the store's meatballs, something they were well known for.
Huh?
We were very clear upfront that we were interested in vegetarian food and asked several times about such dishes they might make and which days they might be available.
But the untrained clerk blew any chance of a return visit by simply not listening.
How much time do you spend training your client-facing personnel to actually listen, v. delivering a packaged script?
It makes all the difference.
The experience matters.
Greeted with a smile, we asked about their prepared dishes, particularly vegetarian ones which, unfortunately, were on the sparse side. Because the store came with high recommendations, we persisted in our questioning.
Until the clerk offered us a sampling of the store's meatballs, something they were well known for.
Huh?
We were very clear upfront that we were interested in vegetarian food and asked several times about such dishes they might make and which days they might be available.
But the untrained clerk blew any chance of a return visit by simply not listening.
How much time do you spend training your client-facing personnel to actually listen, v. delivering a packaged script?
It makes all the difference.
The experience matters.
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