Sunday, November 30, 2008

How inviting!

What a great idea! I saw this sign when I went to buy some fruit and veg today.

This is stupid for 3 reasons.

1. If I hadn't considered snapping off the stems to reduce the weight of the broccoli, you have now given me the idea.

2. How many customers will come back and shop here again after incurring the double payment fine?

3. It sets a tone or feeling for the fruit shop. It implies, " on the whole we think a lot of you are thief's and we don't like you or your attitude "

I was wondering if this is such a big deal, can't they find other ways of dealing with it?

eg: Cut the stems off before you display them and charge an extra 25c per kilo. If customers think your broccoli is too expensive they are probably not your ideal customers.

Or, offer to cut the stems off at the checkout to reduce the total weight. This will leave the customer with a feeling of appreciation.

What about change the sign to say, " Snap off the stems if you want, but we'd rather you didn't as it we don't want to ban you from our shop "

Drop the sign altogether and except that a small percentage of shoppers will snap off the stems. Does it really matter that much?

After I left the fruit shop, with my broccoli and it's heavy stems, I went to the bank. A smiling girl met me as I walked in and offered me a little wrapped sweet from a basket. Nice touch.

Think about the messages you are sending out to your customers / staff / patients / every time you communicate with them.


Tony Hollingsworth said...

G'day Steve
Great to see you blogging again - and thanks for the customer service tips. Want to know what your customers are saying about you or your business/clients? Sure, you could "Google it", but try "Twitter searching it".

Start here:

Type in some relevant information and see the results for yourself.

Look forward to continued updates from your blog.

Best regards,
Tony Hollingsworth

Steve Herzberg said...

Thanks Tony.

You are the king of twitter. I take these things one step at a time.

Maybe twitter time for me is more 2010. lets nail this blogging caper first.

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