Shanu Singh Guliani

Who Helps the First Customer?
December 28, 2006

The Scenario…A hard working salesperson complains that her monthly commission check just isn’t how much she wishes it would be. She states that her colleagues beat her to every customer. She has declared to you that she doesn’t want to jump on a customer as soon as they walk in the door. Her method is to let them look for at least 10 seconds then greet them and begin with her opening line. She expresses the need for a system that gives equal opportunity to all sales associates.

The facts:

• This particular sales associate has been working for you for a while and her 10-second rule works well for her.
• She feels that her colleagues are jumping on every customer as soon as they walk in the door but you know that each staff member has their own technique, which works for them.
• You’ve noticed her commission check does vary from month to month, partly due to total sales and partly due to others beating her to customers.

The problem…There is no one system, which will be entirely fair to every sales associate.

The solutions…(1) Implement “Floor Time.” If the store is open, 10am to 6pm, break the hours into floor time for each individual salesperson. For example, you have four sales associates and you are open 10am to 6pm. Create a “Floor Time” schedule every week that will give each staff member 2hrs on the floor. Maybe Sue Smith will have “Floor Time” from 1pm to 3pm. Therefore, anyone that walks in the store between 1pm and 3pm Sue will attend. Whether they come in just to get a ring cleaned, a watch battery, or buy a $10,000 diamond; Sue will get the opportunity to help them between 1pm and 3pm. If Sue is busy and someone else walks in the door then any sales associate can help him or her. Generate a weekly schedule so it doesn’t become a hassle. Don’t forget to account for lunch breaks. (2) I once worked at a store where they put the “Batter Up” system into action. We had a clipboard behind the counter but easily accessible to every sales associate. Every week we rotated on who would step up to home plate first. That individual would be the one to attend the first customer who walked in the door by printing their initials and placing the time, they were helping the customer. Each salesperson would then follow suit. One by one, each sales associate would get a turn to help someone, possibly two or three clients, at random times during the day. Personally, I was not a fan of this system because I think it became overwhelming when the store was filled with many customers. I think everyone became too focused on the clipboard and if it was his or her turn or not. Some others in the store really liked it because they were given multiple chances in the day to help clients versus only their particular floor time. The manager felt the staff was more aware of the customers in the store because each time someone went to help a customer they were attentive to see if they were going to be the “Batter Up.”

What Would You Do?

Previous Cases:

December 1
The Jewelry Store That Hands Their Customers Rap!

• The customer has a copy of Rapaport and walks into your store to compare prices.
• What do you do when your price is higher than your competitor?

December 8
Who Gets the Commission?

• Your senior sales person butts into other staff members sales.
• What do you do to make peace and who gets the commission?

December 14
How Do I Keep My Customers Off Their Cell Phones While in the Store?

• You’re in an intense sales presentation and your customer’s phone rings. By the end of their call, they’ve become distracted and end up leaving.
• What do you do the get them to keep off their phones?

December 21
Criticizing with Tact

• You star salesperson is always late no matter how many times you’ve talked to her.
• What do you do to get her to come in on time without criticizing her?

Please add your knowledge of how you would handle the situation or email me (shanu@gulianis.com) with your own situation whether it’s about your staff, boss, another store, or a co-worker.

Posted by Shanu Singh Guliani on December 28, 2006 | Comments (2)