From the invisible experience to all kinds of furnishings, and then to the current service, it has been emphasized that future physical stores should better understand the future consumption patterns and consumption psychology, consider all kinds of equipment and tastes, and put what consumers want to say in the store silently. As long as you are willing to come in, you can feel the meticulous service. Although I didn't say a word, in fact, my service started from the moment you walked in the door. This "you" refers to the consumer groups you want to cultivate and face, not all consumer groups.
Make a service manual with psychology first:
Exhibition can be silent but considerate, and it is reassuring service, while service is abstract and mysterious. For many people, service satisfaction is just a concept. Let's go to the front line to see the service. The service is trivial and detailed, and then the service needs to be filled with real content. For example, the mirror of a clothing store is placed on the ground, and the inclination is 10. Why are you doing this? Wouldn't it be better to hang the mirror on the wall as an arrangement? Because the tilted mirror can lengthen the figure of consumers, consumers' satisfaction with themselves will be improved when trying on, and the probability of buying will also increase. This kind of "experiential service" is more of a psychological feeling, a psychological interaction between merchants and consumers, and a manifestation of pursuing people-oriented, not just a simple service specification.
Second, make friends with customers enthusiastically:
In fact, service is a kind of soft power, and these positive mechanisms are the real competitiveness of retail service industry. When it comes to service specifications, the word "enthusiasm" is always mentioned. So, what is enthusiasm? Now the understanding of warm service has changed to that when customers enter the store, it seems as if they have discussed it. Welcome voices come and go, and then a "special correspondent" will automatically follow and ask what you need, which is actually very annoying.
So how does Disney's service work? The author of Heart of Service worked in Disney for a long time. He mentioned that Disney emphasized the difference between work and homework, and homework was done for completion. For example, the "welcome" shouted when welcoming guests does not contain emotions, and the voice sent to the robot is the result of employees' completion as homework. Moreover, work is something done from the heart. From the customer's point of view, it will be very kind to say hello. Disney encourages employees to complete one thing as a job. The so-called completion means that if you are a customer, what kind of treatment do you like? Then finish it. If a company's culture can affect the growth and transformation of employees, culture will be recognized by employees first. In Disney's service manual, employees are constantly reminded to think, "What is your mission?" This makes every employee never forget his mission after work.
Walter Disney once said: "A peaceful mind is the most emotional factor that can make people feel happy", and the reason why he can say this sentence is to show that he has carefully observed people. This is even more obvious in Japanese supermarkets. In addition to being clean and hygienic, the most important thing in Japanese supermarkets is that all merchandise display and promotion activities take into account the actual needs of customers. It turns out that all this is just the position where the mentality is placed.