Orlando -- Author and customer service consultant Shep Hyken told Ace Hardware dealers that being helpful means more than just making sales. It means being a bigger part of the community.
Hyken is author of “Amaze Every Customer Every Time,” an analysis and case study of Ace Hardware stores. During the General Session of the Ace Hardware Fall Convention & Exhibits here at the Orange County Convention Center, Hyken pointed to tools retailers can use to beat the competition at customer service.
• Act like the owner. “Tell everybody in the stores to act like the owner,” Hyken said. When employees treat the business like it’s their own, customers notice, he said.
• Owners serve employees. If a retailer wants to be the best place for customers to buy products, it has to be the place for employees to work. “It starts with culture,” Hyken said. “Serv