Why Your Phone Could Be Costing You Sales
Have you ever walked into a shop, all excited to make a purchase, only to feel completely invisible and that customer service didn’t exist? Recently, it happened to our Marketing Director, Angie, and got us thinking at Seahorse headquarters.
Here’s Angie’s tale:
“I was at a market, eyeing up this gorgeous coat. I approached the stall, hoping to get some help—ask a few questions, maybe get some feedback on how the coat looked on me. But guess what? The woman running the stall barely looked up from her phone. She was texting away, oblivious to the fact that I was right in front of her, ready to spend money.
I finally managed to get her attention and asked, “What do you think? How does it look on me?” Her response? “It’s you who’s got to like it.” That’s it. No enthusiasm, no advice, no interest.
Needless to say, I didn’t buy the coat.”
Why Ignoring Customers is a Huge Mistake
This experience got us thinking about how businesses can spend so much time and money on marketing efforts, trying to bring customers in, but then drop the ball when it matters most—when the customer is standing right there, ready to buy. It’s all about customer service, and sadly, this interaction was lacking it completely.
You can have the best social media ads, a perfectly designed website, or a store full of great products. But none of that will matter if, when customers finally show up, you’re too busy texting or chatting on the phone to interact with them. You’ve already won half the battle by getting them into your store or stall. Now, all you need to do is provide the level of customer service that will make them want to stay and buy.
Customer Service Matters
Angie wasn’t asking for much at that market stall—just a bit of interaction. A little feedback, some friendly advice, or even a simple “That coat looks great on you” could’ve been enough to seal the deal. But instead, she left with nothing and won’t be going back to that stall anytime soon. Worse still, knowing Angie, she will tell all her friends and family not to bother visiting the stall either!
Good customer service is about making people feel valued. It’s about showing customers that their presence and questions matter. If you’re not giving them your attention, they’ll find someone who will. It’s that simple.
Don’t Let Your Phone Sabotage Your Sales
In today’s world, it’s easy to get distracted by your phone. We’re all guilty of it. But when you’re running a business, especially a small one, every customer interaction counts. The few minutes you spend texting could be the difference between making a sale or losing one.
Next time a customer walks into your store or approaches your stall, put the phone down. Greet them with a smile, offer advice, and make them feel like they matter. Great customer service is the key to turning a potential sale into a loyal customer.
Customer Service Basics
Marketing is important. But customer service is what really builds loyalty and trust. Don’t let all your hard work go to waste by ignoring customers when they’re right in front of you. Be present, be engaged, and watch how your sales—and customer satisfaction—improve.
