Day4 voiceoftheguest
LASTING IMPRESSION:
She has now made it to the cash wrap, and it is time to wrap her experience up in a big Christmas bow. This is your time to shine! Think about this, have you ever been on an amazing vacation? The check in was smooth, the hospitaity was absolutely phenomena and as your vacation comes to an end it is time to check out. Your stay has been one that you can’t wait to relive until now, the checkout process is absolutely horrible. You are rushed, they are too busy taking to each other to even acknowledge you and you are overcharged. Did you leave remembering the amazing trip or the mistreatment at the end? It is important that her experience is consistent throughout the entire store. You are a living an breathing example of the brand, what example are you setting? The memories that you help her make can determine whether she is a guest for life or a one-time visitor.
A few steps that you want to ensure that you nail are:
Did you have to wait in ine onger than 4 minutes?
Did the cashier: make eye contact, smile?
Did the cashier ask for your emai address and offer a digital receipt?
Was your transaction quick and efficient?
Did the cashier: wrap your purchase in tissue, thank you and invite you to return, wak your purchase around the register?
Partner with your Leader to read our most recent VOG shop and see how we did at the cash wrap.
What coud we have done better? What would you have done differently? How did we make her fee?