Video Mystery Shopping: Take the time to KNOW your customers!

Panera-Franchisee-Settles-Lawsuit-with-Black-WorkersI have a certain Panera Bread that I frequent in Altamonte Springs, FL. I go there to write my blogs, collect my thoughts and just get out of the office! There is a woman there who works the front counter, Vicki, and she is someone that I think we can all learn from. Vicki has been working at this Panera Bread for many years and has taken the time to get to know her customers. Imagine that!

Recently, while I was in line waiting to order my bagel with cream cheese, Vicki was in her usual spot at the cash register. With a smile on her face, I noticed that she knew most of the customers in line by name.

She was asking them personal questions about their lives!

“Bob, how was your trip to Wyoming?”

 “Susan, how’s that new grand baby doing?”

“Alex, how’s the new job going?”

If she didn’t know her customers’ names, she fondly referred to them as ‘sweetheart’ or ‘honey’. I couldn’t help but think to myself: Now here is a lady who LOVES what she is doing and truly enjoys interacting with her clients!

In this day and age, where most people seem to have forgotten the value of good customer service, Vicki is an inspiration! After my experience that morning, I posted a comment on Facebook about Vicki and her friendly disposition. Would you believe that SEVERAL of my friends posted back that they too knew Vicki and had also been impressed with her service, style and charm!

You see, Vicki takes the time to get to know her customers. She makes each person standing in line at Panera feel SPECIAL! She turns the experience into something valuable and pleasant. You are no longer just waiting in line for your coffee and muffin, you are waiting in line to be recognized, greeted and charmed by Vicki!

In new home sales, you have the opportunity every day to do the same thing with your customers. You have the power to make people feel special! Use your customer’s name, ask them questions about what is important to them, and genuinely care about them! This is the key to gaining their trust!

We all know that people will do business with people they know, like and trust. As for me, I know that when I go to Panera, Vicki makes my day. I will ONLY stand in her line, even if it means I have to wait a bit longer. The experience is worth the wait!

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