All Eyes On Me?
In the world of customer service, it used to be a world where customer service reps and salespeople had their eyes on us, but things are changing:
First, many times the salesperson’s eyes are not on you. They are on their own cellphone. I visited several department stores the other day and this was the casein each one. Almost all salespeople were scrolling through information on their cell phone.
In one case, it was a department that sold items costing well over $1,000. And yes, these people were all busy looking at their cell phones. I had to go up to them to ask questions.
Sometimes the salesperson “comes alive” and realizes what they are paid to do. In other cases, they have minimal enthusiasm and engagement in the potential sale they could make.
Many things are now done technologically, so there are few human faces involved in certain transactions. Prospects and customers NEED this connection, especially after the pandemic, where we weren’t even visiting their stores.
Another action we are allowing to happen is having many of what used to be salespeople spend their time opening boxes and stocking shelves. In some of the larger stores, you must hunt an employee down if you need help.
I understand cutting costs. But in an age where people can order almost anything on line, think twice about where you cut your costs so that you can have as much human contact as possible. It does make a difference.