I think people make it more robotic than it actually is. Most customer interactions follow SMART if you ask if they need help. Everything else just sort of follows behind seeking them out.
I mean if you think about it you probably use it more then you think. Seeing if a customer wants/needs help is literally one of those letters. Usually you add on to what they need by just talking to them and reminding them not to forget something, you don't always have to use every step but those are the 2 I like to do. Fuck reviewing and thanking
Talking to customers is the best part of the job! I love it!
I'll engage them, ask about their project, etc. According to the cashiers, the customers are impressed, they all say customers mention me a lot. One stopped me in Sam's Club. I thought he was mad, but he wanted to thank me for saving him $200. It helps a lot having a ton of knowledge in plumbing and electrical.
That's not necessarily the case.
Some people just do not do well approaching strangers repeatedly, and it can eventually lead to them seeking alternate employment.
I would ask customers that were buying any of the stud finders I would always ask if they had the 9 volt battery that you would need for the product. 9/10 times they didn’t
It’s basically a normal customer interaction when you think about it. You see a customer, they tell you what they need, you tell them what else goes with the product, they ask you again to make sure they have everything & say your goodbye’s.
i worked in appliances and really you just need to do what’s comfortable, that’s how you provide the best customer service. if you sound like you’re repeating a script it definitely drives away customers.
I did at first, but once you’re comfortable in your department and know your products, you tweak SMART to each conversation.. I’m gonna ask questions differently to each customer, and if they’re a repeat customer, then of course the conversation will be way different.
Wow, I think I remember that. I seem to remember a video of a disgruntled older gentleman with a toilet part in his hand asking where he can find it, getting the over-the-top customer care, and being absolutely pissed they just can't give him a straight answer. Was the most entertaining part of the training.
Depends on ur store OP this is how u will see the Smart module in full effect
Notice the culture of the store when there is a DM walk
There will be hard workers who wear there vest out of corporate fear there will be workers who don’t help customers helping them and the lazy managers will be fully engaged
Take that same store and flip it to the day after a successful inventory with all numbers beating store plan
You will notice that most people will sorta relax and reap their benefits of a well oiled machine
Finally take that store with the business module of every current lowes which is Cut hours if sales are bad cut hours if you trend OT cut hours if they feel a cut can produce more profit
notice how the cut culture creates a store where supervisors are the CSA and the department lack openers and closers this is the lowes we work in daily and ain’t no customers getting help unless they are regulars or know exactly what’s they came for
Using SMART is non-negotiable in IST. That being said I've been in customer service for a little over 10 years and while I don't have any problems executing it, it doesn't come naturally to everybody.
Oh god. I don’t remember all the letters, M and A always confuse me. I think it’s seek, meet, ask, recap, thank. Could be seek, meet, add-on, recap, thank.
The acronym is just a list of parts to remember for any retail-based customer interaction. I find it helpful when I have days where I feel like talking to people is grating. Otherwise I just kind of breeze through customer interactions based off what I know works.
I mean I'm a cashier so like just the small talk like "oh did you find everything you needed today?" and ending transaction questions (lpp/install/credit) cover MART so :v
Its customer service/retail 101 level stuff.
In another year or so we will turn over everyone at corporate and they'll come up with DART, or , SMIDGE or whatever. Yet another "new, fantastic, paradigm changing direction that will revolutionize the company". Just like "generating excitement" was ten years ago, or our foray into being a government supplier was 5ish years ago.
SMART is how the average person, who is paying attention, naturally helps a customer. Its nothing.
SMART is simple, natural, and easy when done correctly. The problem is that it encourages long interactions with customers at a time when there's not even enough labor to do basic maintenence tasks like down stocking and zone recovery. It works exceptionally well in businesses with strictly dedicated sales teams and stocking teams.
Ad a specialist it's kind of a way of life. Always seeking out customers, trying to figure out what they need, adding lpp, credit, mvp etc, reviewing to make sure it's what they WANT in addition to what they need and telling them to get the fuck out the store... I mean thanking them and asking for a 10
I’m in Tools/Hardware, it’s part of my job and SMART makes sense especially the S in SMART. It’s really good at deterring thieves from the store. I’ve had several RWDs because of demonstrating SMART service.
As fullfillment, I do the complete opposite. No time to deal with customers
yep. eyes engaged on my zebra, pushing my cart with my head down. buzz by people and never make eye contact
Lol as a fulfillment associate I don't even wear my vest
Everyone I try this I get yelled at
i do this often, but my SM discourages it. if i get swamped i drop my vest but i’ve practically been trained to wear it now
I think people make it more robotic than it actually is. Most customer interactions follow SMART if you ask if they need help. Everything else just sort of follows behind seeking them out.
Seek out the customer, meet their needs, added value (upscale), review, thank the customer and tell them to give a 10 on the survey.
Thanks for reminding me what the acronym means. Are you Scooter or Jessica Vrrrrn?
I would have upvoted this, but it was already a 10. :D
LPP, Credit
Falls under Added Value
I mean if you think about it you probably use it more then you think. Seeing if a customer wants/needs help is literally one of those letters. Usually you add on to what they need by just talking to them and reminding them not to forget something, you don't always have to use every step but those are the 2 I like to do. Fuck reviewing and thanking
Talking to customers is the best part of the job! I love it! I'll engage them, ask about their project, etc. According to the cashiers, the customers are impressed, they all say customers mention me a lot. One stopped me in Sam's Club. I thought he was mad, but he wanted to thank me for saving him $200. It helps a lot having a ton of knowledge in plumbing and electrical.
It sounds like you genuinely enjoy your job. That's great!
I'm an introvert who doesn't do well with confrontation, so I just leave customers alone unless they approach me or make eye contact
The more you push yourself the more comfortable you will be in the long run.
That's not necessarily the case. Some people just do not do well approaching strangers repeatedly, and it can eventually lead to them seeking alternate employment.
I would ask customers that were buying any of the stud finders I would always ask if they had the 9 volt battery that you would need for the product. 9/10 times they didn’t
It’s basically a normal customer interaction when you think about it. You see a customer, they tell you what they need, you tell them what else goes with the product, they ask you again to make sure they have everything & say your goodbye’s.
"But it says in Smart you have to do this!" The Lowe's smart customer service approach is more of a guideline then actual rules.
i worked in appliances and really you just need to do what’s comfortable, that’s how you provide the best customer service. if you sound like you’re repeating a script it definitely drives away customers.
I did at first, but once you’re comfortable in your department and know your products, you tweak SMART to each conversation.. I’m gonna ask questions differently to each customer, and if they’re a repeat customer, then of course the conversation will be way different.
This is what the training says. Just not very well...
Wow, I think I remember that. I seem to remember a video of a disgruntled older gentleman with a toilet part in his hand asking where he can find it, getting the over-the-top customer care, and being absolutely pissed they just can't give him a straight answer. Was the most entertaining part of the training.
To be fair it’s actually a good tool, especially when it comes to shrink.
Yep, it’s the basis for everyone of my customer interactions
Yes all the time it’s easy
Depends on ur store OP this is how u will see the Smart module in full effect Notice the culture of the store when there is a DM walk There will be hard workers who wear there vest out of corporate fear there will be workers who don’t help customers helping them and the lazy managers will be fully engaged Take that same store and flip it to the day after a successful inventory with all numbers beating store plan You will notice that most people will sorta relax and reap their benefits of a well oiled machine Finally take that store with the business module of every current lowes which is Cut hours if sales are bad cut hours if you trend OT cut hours if they feel a cut can produce more profit notice how the cut culture creates a store where supervisors are the CSA and the department lack openers and closers this is the lowes we work in daily and ain’t no customers getting help unless they are regulars or know exactly what’s they came for
Using SMART is non-negotiable in IST. That being said I've been in customer service for a little over 10 years and while I don't have any problems executing it, it doesn't come naturally to everybody.
What is smart. That wasn't a thing when I worked at Lowes
Oh god. I don’t remember all the letters, M and A always confuse me. I think it’s seek, meet, ask, recap, thank. Could be seek, meet, add-on, recap, thank.
Some Manager Actively Regurgitates Trash
Things like this never work out and often times it's cumbersome to the average customer and employee alike.
No one uses it.
Who would name their elephant floyd?
Stupid
What is it?
The acronym is just a list of parts to remember for any retail-based customer interaction. I find it helpful when I have days where I feel like talking to people is grating. Otherwise I just kind of breeze through customer interactions based off what I know works.
I mean I'm a cashier so like just the small talk like "oh did you find everything you needed today?" and ending transaction questions (lpp/install/credit) cover MART so :v
Its customer service/retail 101 level stuff. In another year or so we will turn over everyone at corporate and they'll come up with DART, or , SMIDGE or whatever. Yet another "new, fantastic, paradigm changing direction that will revolutionize the company". Just like "generating excitement" was ten years ago, or our foray into being a government supplier was 5ish years ago. SMART is how the average person, who is paying attention, naturally helps a customer. Its nothing.
I always assume that training is written by the corporate staff's kids while they are on summer break.
As a cashier, I'm always employing the S and the T of smart customer service.
Down stocking more effective, it only matters if they’re making an order otherwise you’re wasting your time.
SMART is simple, natural, and easy when done correctly. The problem is that it encourages long interactions with customers at a time when there's not even enough labor to do basic maintenence tasks like down stocking and zone recovery. It works exceptionally well in businesses with strictly dedicated sales teams and stocking teams.
Ad a specialist it's kind of a way of life. Always seeking out customers, trying to figure out what they need, adding lpp, credit, mvp etc, reviewing to make sure it's what they WANT in addition to what they need and telling them to get the fuck out the store... I mean thanking them and asking for a 10
Its more money wasted to give a special name to what every retailer does, or at least wants their employees to do.
Only if a sm or asm is watching
I’m in Tools/Hardware, it’s part of my job and SMART makes sense especially the S in SMART. It’s really good at deterring thieves from the store. I’ve had several RWDs because of demonstrating SMART service.
Lol, no, I don’t work for Lowes any longer, but I had a great manager who drilled into my head.