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As an employee at Albany Holiday, you are forced to acquire a good many people skills. Each skill you get must be put to the right use. You must learn to determine the right skills to use as each customer approaches. These people skills facilitate the creation of valuable and frequently used tactics. Helping the customer can be accomplished by using numerous different tactics or a combination of several different ones, depending on the customer. The tactic used is directly related to the mood of the customer.
Your average customer is in a pleasant mood. Therefore it is appropriate to address them with a pleasant "Hello!" If the customer responds it is appropriate to ask, "How are you today?" It is important to note that if they respond with a one word response, you do not continue the casual conversation. At this point simply ask, "Did you have gas today?" If they give an affirmative response, ring up the gas and continue scanning their other items. During this time, it is a good idea to engage in any conversation that seems appropriate. At this point ask if they need anything else. Once this action is complete, tell them their total cost. Be prepared to repeat this as many times as necessary. Once they have paid for their goods, "Thank you and have a nice day!" should be said as they head out the door. Notice how the pleasant theme was carried on throughout the transaction. Some customers may not be quite as pleasant as this one.
In some cases, the customer may be in a hurry or just not the friendly type. In this case, greet them with a, "Hello, did you have gas?" It is important here not to hold a conversation. They don't want it and neither do you. Again after you scanned their items, "Anything else?" is appropriate. Tell them their total and then give them their change. As they part from the transaction, say "Thank you." Here it is not appropriate to say, "Have a nice day." If you do, you will get a grunt in reply. This grunt means the act of friendliness was not appreciated. There are other types of customers who are not so quick and easy to deal with.
Customers in an overly good mood are something that all Holiday employees fear. These customers insist on telling you all about their cat Cici or how red their back is due to an unexplained rash. The customer believes it's from his new bed sheets. In some cases, you can learn more about a V8 engine then you ever needed to know. These customers can be detected miles away when you have enough experience. The danger behind these customers is that there is no way to stop them from talking. Your only hope is to follow the same strategy as used on the pleasant customer. However, it is worthwhile noting that you should never start a conversation with these people; they will do it on their own. The goal of this transaction is to get them in and out as quickly as possible. Many of these people simply crave human attention or have psychological disorders. If they are in that good a mood nothing, you as a gas station attendant, can do will dampen their mood. As these customers are on their way out, simply say, "Thank you!" Do not say, "Have a nice day!" or they will tell you their plans for the next week. Other customers focus their energies not on the positive but on the negative.
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These angry customers can be very disgruntled. They can be easily identified by their prominent and obtrusive frown on their face. For these customers it is important to begin scanning there items immediately. When you have completed that task, don't ask if they need anything else. Just curtly give them their total. They themselves will tell you if they want anything more. Take their payment and make their change. At this point there is a surprising difference between this strategy and the others. As you give the customer their change say, "Thank you!" If you wait until they are walking away this all but requires them to give you an afterthought and this is not something your average angry customer cares to do. Many times an angry customer has some form of complaint which is obviously your fault as the worker so they direct their anger at you. At this point simply say, "The manager is available Monday through Friday 7 AM to PM. Here is his card." Referring a customer to the manager is not just to be used on angry customers but should be used adaptively as with all these strategies.
All of these strategies are meant to be adaptable and should not be used concretely. The key to successfully checking out a customer is to be prepared for everything and anything. Remember to always adapt your service to the customer's mood, as my manager once said, "The customer is always right…….usually."
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