1. Feed Your Employees Physically and Emotionally
No matter how stressful shopping on Black Friday is for customers it is even more stressful for your employees. What can you do to make sure your employees are as well taken care of as possible? Obviously you need to have enough employees available that day. As a manager, make sure you are doing everything (and more) that you are asking of your employees. Have food and water in the break room. Maybe bring in lunch. People work better when they are well nourished. Give them breaks when you can. Catch your employees doing the right thing and give them praise. Offer heart felt thanks throughout the day.
2. Excellent Care and Feeding of your Customers
Have snacks and beverages available for your customers. When I went to the AT&T store to pick up the new Iphone s4 on the first day it went on sale, I was offered a bottle of water and packaged snacks. This really helped the wait. You can do something as simple as small candy canes or as special as hot chocolate or hot cider.
3. Greet Your Customers Immediately
Customers have an abundance of patience but no tolerance for being ignored. If it is affordable you can hire someone to greet customers when they enter. But even if you don’t have that “greeter” you can still ask your employees to acknowledge the customer as they enter. Even if they are dealing with a customer they can simply nod their head or say “I will be with you as soon as I can”
4. Keep Your Customers Updated on Facebook and Twitter
Elik Aaronb from SaleRacks.com suggests that keeping your customers updated with frequent postings on Twitter and Facebook. Savvy business owners know exactly what to do come holiday season. Constant updates and on Black Friday and Cyber Monday will be the reason your company does well on those crazy shopping days. Update your Facebook and Twitter pages on a minute-by-minute basis and you’ll be good to go.
5. Make it Easy
Medallia VP of Client Services, Steve Earwaker suggests that convenience is the new black so try this ideas to make it easy for your customers:
· Make receipts available via email or mobile devices
· Make free holiday shipping and gift wrapping available for all purchases above certain price points
· Extend return policies for holiday purchases’
· Offer 24 hour customer service via the web or an 800 numbers during November and December.
Here’s hoping for a GREAT Black Friday and Cyber Monday!