Anyone who’s worked in retail will know that dealing with customers can be tough. While every interaction is a chance to secure loyalty, everything you say also runs the risk of ruining your reputation.
That’s why there are some things that any retailer dreads having to say to a customer. These statements could not only lose a sale, but could also result in significant reputational repercussions. That’s a lot of pressure, but don’t worry – we’ve got a quick-fire guide to three things not to say to your customers, as well as tips about how to avoid uttering these dreaded words!
# 1 – ‘Sorry, Our Sizes Don’t Go That High’
Inclusive sizing is now a prerequisite for any apparel store, yet there have been countless incidents where staff have failed to adhere to this expectation. If you have to tell a customer that you don’t cater to their size, you risk embarrassing them and facing a major backlash in the process.
So, what can you do instead?
Ensuring inclusive sizing practices in the first place will make a huge difference. Even if you don’t stock larger sizes in-store, being able to order additional sizes immediately from your supplier will not only expand your customer base but will also show that you’re going the extra mile. That effort could even create evangelists who shout about your service rather than shaming your business online!
# 2 – ‘You’ll Have to Look Elsewhere’
While few retailers would openly tell their customers to look elsewhere, giving a blanket ‘no’ answer to a customer request will ultimately lead to the same outcome. The reality is that being dismissive of any customer’s request is unhelpful, and it can only hurt the bottom line of your retail business.
Even if a customer asks for a product you don’t stock, you should do what you can to engage them. The best approach in these situations is always to take a ‘we don’t have that, but we do have this…’ angle. This keeps the conversation flowing, keeps that customer in your store, and makes it far more less likely that they’ll head straight to your competitors
# 3 – ‘We Don’t Accept That Payment Type’
Once upon a time, retailers accepted cash and nothing else. Now, a cashless society is creeping ever closer, and consumers are increasingly expecting choice in their payment options. If retailers are turning sales away because consumers want to pay with alternative options like phone or contactless, then they’re doing something wrong.
To keep sales coming through your cash register, it’s essential that you cater to as many payment methods as possible. Using the payment solutions offered by companies like North, which provide retail POS for apparel companies, convenience stores, and more, is a great option for ensuring this benefit. That’s because systems like these make it possible to easily accept all major payment types, and even offline transactions that keep customers happy, no matter what.
You can’t please every customer, but you can increase the chances that they’ll recommend your brand by avoiding these fatal statements!
