Forgotten Customers

​Tell me if this scenario sounds familiar to you. You receive an offer in your mailbox or inbox, or see an ad in the newspaper, or see/hear an ad on the TV or radio. You visit that business to take advantage of the offer being presented, only to have the person working there seem confused and/or unsure about the item or promotion which brought you to that business.

What was designed to be a positive interaction for you and that business has deteriorated into a complete mess of poor communication, planning and implementation. It has become frustrating for both you and the employee – Certainly not the intended outcome.
 
A great deal of time, effort and dollars are spent marketing to the general public and past customers, however, one group is often overlooked and forgotten… Your employees! Ensuring everyone within the company has knowledge of your marketing efforts, from the person answering the phone(s) to the cashiers ringing up a sale, is a key element for success.
 
All employees should be given a summary of the key facts (dates, offer, coupons, etc.) for each promotion, sale or special offer you advertise. I have also found it beneficial to provide some “big picture” perspective as well, for example, “We’re trying to collect as many emails because it will be cheaper and easier to reach customers moving forward.”
 
Having everyone one aware provides for a better customer experience, makes all employees feel like they’re part of the team, and makes it easier to get “buy in” and support from every level within your company. Treating employees like customers will help keep your team focused and on point.