PEMBROKE, Mass. — A customer walks into your store and says a few words to the counter person. Your employee enacts some business: looks up an order, takes in money, pulls the order off the rack and hands it to the customer, or checks the status of an item. Then the customer leaves.
This exchange is typically brief—three to five minutes at most—but it is the most important few minutes for you and your customer.
This time of customer/employee interaction is an opportunity for your business to shine or to disappoint. It is how the customer forms his/her opinion of his/her dry cleaner. The customer walks out with answers to these questions:
