Episode 17: Understanding Different Customer Expectations
Episode 17: Understanding Different Customer Expectations
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're diving into something that can make or break your store's success - understanding what different customers expect from your store.
You know, it's funny - two customers can walk into your store at the same time and have completely different expectations. Let's talk about why that happens and how to handle it.
First up, age makes a huge difference. Your younger customers might want everything fast and tech-savvy. They'll appreciate self-checkout options and quick service. Your older customers? They often value that personal touch - a friendly conversation, some help finding items, maybe even carrying items to their car.
Income levels change expectations too. Some customers are looking for premium products and don't mind paying extra for quality. Others are watching every penny and looking for the best deals. Your job is to serve both groups equally well.
Culture plays a big role too. Some customers prefer direct communication, while others appreciate a more subtle approach. Pay attention to how different customers respond to your communication style and adjust accordingly.
Location matters more than you might think. If your store's in an urban area, customers usually want speed and efficiency. They're often in a hurry. In more rural areas, customers might value that community feel - they want to chat a bit, catch up on local news.
Now, here's your challenge for the day: Watch your customers today. Try to identify three different types of expectations you see. Maybe it's the morning rush crowd wanting speed, the afternoon browsers wanting help, and the evening regulars wanting conversation.
Before we wrap up, let's do a quick check. What's the most important thing to remember about customer expectations? Is it: A) Treat everyone exactly the same B) Always give the fastest service possible C) Recognize and adapt to different expectations
Take a moment to think about it. The correct answer is C - recognize and adapt to different expectations. One size definitely doesn't fit all in customer service.
Remember, as an assistant manager, you're not just serving customers - you're orchestrating an experience that matches what each customer needs.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep reading those customers and meeting their expectations. This is Mike Hernandez, signing off!
