To whom it may concern,
Recently I walked into the AT&T store at Valley view Mall in Roanoke Virginia where I live.
I was greeted by William, he’s worked at the store for six years.
My goal was to upgrade my iPhone 5 to a 6 Plus and here are a few tips to help you improve your sales & increase customer retention:
1) He never put the phone in my hand, in fact I never even saw it! I never got to see it in action. -Big Mistake (this is customer service 101) *Don’t feel bad, The Verizon Reps across the street did the same thing twice to me
2) I would not let your reps wear a T-shirt with jeans I don’t think it looks that great. I’m okay with jeans but I would prefer something different other than a T-shirt.
3) I had to leave to go get my girlfriend lunch and he had my cell phone number one suggestion would be a follow-up text from him or a generic text that goes out to all customers that leave the store after they make a purchase or even if they don’t make a purchase. – He could’ve told me he was holding the phone for me in the text or if I came back that afternoon I would receive $15 off my purchase of a Pelican Case, something to motivate me to come back into the store. *No follow up kills your sales
4) As I walked out I remembered and saw my old rep that sold me a phone two years ago but I couldn’t remember his name and I didn’t even remember him. What if he had been following up with me every quarter? I would’ve asked for him for sure and definitely come into upgrade my phone.
5) Your emails are generic that I receive each month. Why not tailor them to the specific phone I have? All iPhone users want another better iPhone. This would get me back into the store sooner.
6) It’s been Saturday since I stepped into the store. There’s been no follow-up from my rep and no incentive to come back in. So now I sit here wondering when will I make it back to the store to get my iPhone 6 plus and when will I make it back or maybe now I’ll just go to Best Buy since I’m out of contract.
I am a customer service pro.
Sent from my iPad