Polly Want a New Skirt?

Thoughts From the Coffee Table: Why do my salespeople only parrot our scripts?

Merlot the Parrot lives and works at the Hyatt Regency Grand Cypress in Orlando. He makes every guest feel welcome as they walk in the door. He makes people want to stay.

I recently had two diametrically opposed shopping experiences in clothing stores. In the first, the employee barely looked up from her phone to greet me with “Hello. Please let me know if I can help you with anything.”

The second blew my socks off. Last Thursday at the Anthropologie store in the Mall of America I was greeted immediately, and genuinely, upon entering. “Welcome! Thank you for coming in today. What brings you in?”

I used my litmus test answer. “I’m just looking, killing time until my husband lands.”

Undeterred, I was showered with fun conversation, watched the greeting of the next customer, and met 2 more team members with the same care. I didn’t intend to buy anything, much less try anything on. But I did. I couldn’t say no.

I can’t even describe the energy in the dressing room! Compliments and helpful suggestions abounded, creating a community with others trying on clothes.

I left with several purchases. But more importantly I left wanting to return. I want to feel that welcome, and that spirit again.

About the author, Michael

I am an executive leader, sales trainer, and author, with over 25 years of experience delivering motivational speeches and training sessions to audiences worldwide. I have a unique range of experience, from my beginnings as a Catholic school teacher to managing hundreds of people and hundreds of millions of dollars as Vice President of US Sales for two global medical device companies.

In 2016, I published my first book, Tell Me More, to share my leadership mantra. Through a strategy of active listening and observational questioning, we become better leaders, better sales people, and we can deliver on phenomenal customer experiences. Through this podcast, we’ll see how the Tell Me More process is at work in the business world today.

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