If you
want a master class in customer relations visit Kha Nguyen at his clothing
stall.
Kha has a
low key service approach where he engages with the customer without being too
intrusive. He constantly watches for body language indications that the
customer might need some assistance but otherwise let's them go about their
browsing. He gets the balance just right - letting the customer browse, but
being constantly attentive to their needs.
However
his "killer" talent is his ability to laugh with the customer even
when things get a little difficult. I was at Kha's stall last weekend and a
husband and wife team were browsing with the wife giving Kha a bit of a hard
time about pricing. Kha's tactic was to laugh off the customer's unreasonable request
and, although I can't remember exactly what he said, I do remember the customer
suddenly broadly smiling, obviously enjoying the exchange. Kha was polite, but
firm, and above all, friendly and smiling. The sale turned into a two garment
purchase and the customers left very happy.
Getting
the balance right with customers is not easy. They can be difficult and
sometimes rude and demanding. But we can
learn from traders like Kha. Give the right level of attention to your
customer, be prepared to laugh and engage with them, and difficulties can be
turned into sales.
