"Please get comfortable."
You do it every day so entering your store is no big deal. It’s like walking in to your second home – the place you spend most of your time. And, because your office or retail store is the place you spend so much time, you might not even notice the things that would make a first-time visitor comfortable – or much worse, uncomfortable.
A comfortable visitor stays in the store longer, providing you and your salespeople more opportunity to educate the visitors on the latest in hearing technology. And, yes, when it comes to putting your office visitors at ease, little things do mean a lot.
Hot, Cold or Just Right
Something as obvious as air temperature can determine whether a prospect stays around or leaves shivering. While you may prefer a cool environment – especially in summer with the doors opening and closing all day, most people are most comfortable in the 66-68 degree range, again, depending on season.
Reading Materials
You may occasionally find the staff backed up, a nice problem to have. But you don’t want store visitors leaving while they wait for the next available practitioner. I always take subscriptions to the most popular magazines and keep a stack on a coffee table to pass the time.
This is also an excellent opportunity to put out sell sheets and product literature. Many visitors know nothing about hearing technology and this is your chance to pre-qualify through a little education.
BTW, toss out the old magazines and the dog-eared sell sheets. Remember, I said that little things count. Neatness is one of them.
Coffee, Tea or Some Light Refreshment
I always keep the coffee on. I spend a little extra for the good stuff and if the pot has been on the heat for more than an hour I dump it and make fresh. It’s the little things, retailers, and today, people are used to good coffee.
I keep a supply of teabags on hand and I stop by the local bakery on my way to the office to pick up a small plate of cookies. (I try not to take home the leftovers but sometimes it’s hard to resist.) A little light refreshment will keep your clients engaged while all your staff is busy.
A nice cup of coffee is also a great ice-breaker during the in-take process so keep a little kitchen. Keep it clean and keep it green with recyclable cups, etc.
The Comfy Chair
I’ve mentioned this before in previous posts but it can never be said enough. I keep a small seating arrangement in a private corner of the office. It’s quiet, set apart and the perfect place to relax while I gather in-take information.
A comfortable couch, a coffee table, a lamp – all of these things contribute to a homey feel – something that puts the visitors to my office at ease.
Lighting
Which gets us to lighting. Many larger, retail stores employ low-cost florescent lights. They’re ubiquitous so most people don’t notice. But when possible, I prefer the soft glow of a table lamp or desk lamp.
You may not be able to control your outlet’s lighting but if you can, a collection of floor and table lamps is more inviting than the greenish glare of overhead fluorescent lights. Just one man’s opinion.
The Kiddie Corner
Lots of store visitors bring their children or grand kids. They have baby-sitting duties that day. So, I have a small area of colorful toys, books and other past times designed to occupy the children while I focus on the individual in the market for a hearing aid.
Another btw: this area gets messy throughout the day – every time it’s used in fact. So take a few moments in between appointments to do a little house cleaning. Little things, folks. It’s the little things.
Stop the Music
True. I’ve walked into hearing aid outlets where background music is playing! First, it’s annoying. Second, half the visitors can’t hear it. And third, doesn’t it skew test results? Unplug the new age CD and really go au natural when it comes to sound.
Open On Time
If the sign says “Open: 10:00,” then you should open at 9:55. There’s nothing more frustrating then stopping by your hearing aid dispenser for a battery swap and the owner doesn’t show up until 10:15. Hey, you’ve got better things to do than wait for the store to open.
Police the Outside
Sweep the walk, pick up the usual debris that collects in the parking lot. And do this everyday. Again, because you see your store six days a week you may not be aware of the clutter cluttering the curb. But you can be sure an office visitor will notice – first thing.
In general, I make my offices more like my living room. And my stores always have a cozy seating area that offers comfort and privacy. A nice cup of coffee and some of my downtown bakery’s cookies and folks tend to stay around longer. And that’s a good thing.
Remember, the longer a visitor stays in your office or retail outlet, the more time you have to educate the visitor on hearing solutions.
And isn’t that why you go to the office every day? Or maybe it’s for that extra fine coffee? Mmmm.
Posts
No comments:
Post a Comment