Yesterday, I stepped out with just one mission – to buy a simple top. Nothing complicated, nothing extra. But the experience I had almost sent me back home empty-handed. In the first shop I entered, the sales attendant looked at me like I came to disturb her leisure time. She barely responded to my questions and pointed lazily at clothes as if the job was punishment. The next shop wasn’t any better – zero energy, zero effort, zero interest. At that point, I was ready to give up, frustrated and tired.
Just as I was about to walk out of the last shop, the unexpected happened. The owner stepped out of her office and called after me: “Madam, tell me what you’re looking for, I’ll help you.” I hesitated, but decided to stay a little longer. That turned out to be the best decision of my day.
This woman didn’t just attend to me, she went above and beyond. She listened, really listened, to what I wanted. She pulled out tops her staff hadn’t bothered to show me, styled them with combinations, and even scrolled through her phone to show me pictures of how I could wear them. She let me try different options, paired pieces together, and made me feel like I wasn’t just buying clothes but buying possibilities. And when her POS machine failed, she had alternatives ready – smooth, seamless, stress-free. By the time I was done, I walked out with my top, a big smile, and a strong urge to buy half her shop.
That experience left me thinking deeply, “How do business owners cope when they aren’t physically present?” Because many staff, sadly, don’t have that sense of ownership. They’re simply clocking in and clocking out for the salary, and it reflects in their attitude. As someone passionate about training, I know this is one of the greatest challenges business owners face. While there’s no one-size-fits-all solution, here are five things I believe that can help:
- Hire for attitude, not just skill. Skills can be trained, but empathy, enthusiasm, and genuine warmth are harder to teach.
- Train like you mean it. Go beyond just talking – role-play scenarios, model customer service, and show what “extra mile” really means.
- Set clear expectations. Don’t assume staff know what good service is. Spell it out clearly and consistently.
- Reward initiative. Recognize and celebrate staff who go beyond the minimum – giving bonuses, shout-outs, or small perks go a long way.
- Lead by example. Staff copy what they see. If you consistently serve customers with excellence, they will catch on faster than any memo.
At the end of the day, staff may not “own” the business, but with the right mindset and training, they can act like they do. And when that happens, customers will not only buy but return and bring others along too.
So tell me, have you ever had this kind of shopping experience?
