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Can a FLGS be TOO friendly?
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<blockquote data-quote="khantroll" data-source="post: 5963837" data-attributes="member: 95652"><p>It could be more then customer watching or boredom. A former employer of mine forced me to go to a small business customer service training event once (sounds more important then it was, as it was hosted at our local civic center). Anyway, this particular group of three trainers felt that constantly engaging the customer, even to the point of shanghaiing other workers to go talk to them, helped to build some kind of rapport with the customer and let them know you were somehow vested in their experience and their satisfaction with their purchase. </p><p></p><p>Being as outspoken as I generally am, I raised my hand and interrupted the leader to ask him if he could see how that could be seen as smothering (not to mention blatantly pandering and annoying). The guy just looked for a long minute before going on with his lecture and making the assembled 30 or so people pair off in groups and role play this scenario. </p><p></p><p>This is the same guy that told the entire group that we were should personally supposed take the blame for any imagined wrongs a customer felt he had, regardless of whether it was related to our services or not, so I just basically wrote the whole thing off.</p><p></p><p> Now that I own my own consulting business, however, and have begun talking to other small business owners, I have that that there is apparently a school of thought which does encourage this sort of hamhanded customer service. I personally feel that it must be targeted at people without much service industry experience. </p><p></p><p>My point is that they could have just been doing what their boss told them to do. Especially after hearing the whole "No ship to store" option, which sounds like some one at the top didn't take the time to think it all the way through. </p><p></p><p>To directly answer the question, I am going to say that it depends. Too friendly to me means that they are genuinely interested in what I want from them, and how they can help me, but are just overly excited about the prospect to the point that they smother me. Annoying, but understandable if the person is passionate about what they do. </p><p></p><p>If, on the other hand, they are bugging me because they are bored, or because they think I could be a shoplifter, or because it's their training, or they are trying to pressure me into a sale, then I don't consider that friendly; rather, I consider it oppressive. </p><p></p><p>I agree with Yora; a pleasant greeting, answer my question if a have one, and a quick goodbye with a mention of upcoming sales is what I consider normal.</p></blockquote><p></p>
[QUOTE="khantroll, post: 5963837, member: 95652"] It could be more then customer watching or boredom. A former employer of mine forced me to go to a small business customer service training event once (sounds more important then it was, as it was hosted at our local civic center). Anyway, this particular group of three trainers felt that constantly engaging the customer, even to the point of shanghaiing other workers to go talk to them, helped to build some kind of rapport with the customer and let them know you were somehow vested in their experience and their satisfaction with their purchase. Being as outspoken as I generally am, I raised my hand and interrupted the leader to ask him if he could see how that could be seen as smothering (not to mention blatantly pandering and annoying). The guy just looked for a long minute before going on with his lecture and making the assembled 30 or so people pair off in groups and role play this scenario. This is the same guy that told the entire group that we were should personally supposed take the blame for any imagined wrongs a customer felt he had, regardless of whether it was related to our services or not, so I just basically wrote the whole thing off. Now that I own my own consulting business, however, and have begun talking to other small business owners, I have that that there is apparently a school of thought which does encourage this sort of hamhanded customer service. I personally feel that it must be targeted at people without much service industry experience. My point is that they could have just been doing what their boss told them to do. Especially after hearing the whole "No ship to store" option, which sounds like some one at the top didn't take the time to think it all the way through. To directly answer the question, I am going to say that it depends. Too friendly to me means that they are genuinely interested in what I want from them, and how they can help me, but are just overly excited about the prospect to the point that they smother me. Annoying, but understandable if the person is passionate about what they do. If, on the other hand, they are bugging me because they are bored, or because they think I could be a shoplifter, or because it's their training, or they are trying to pressure me into a sale, then I don't consider that friendly; rather, I consider it oppressive. I agree with Yora; a pleasant greeting, answer my question if a have one, and a quick goodbye with a mention of upcoming sales is what I consider normal. [/QUOTE]
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