How To Manage Customer Flow

The team at Easy Music Center strives to create an atmosphere of fun for both the customers and the employees. This concept has helped them develop quite a following of visitors who come to buy gear, have a good time and sometimes jam with others. While this increase in foot traffic tripled their sales over the past seven years and led them to expand from one to three stores, they also started encountering large, unpredictable waves of customers. In an effort to readjust the way they do business, Peter Dods compares the sales floor to the host family at a holiday party—preparation, greeting, mingling and communication are all part of their effort to maintain good customer service during busy times. Planning out the "party" in your store will make it fun—before, during and after—for everyone involved. Peter will walk you through different service strategies for different customer flows, so your store is ready and stocked, your staff is trained in productive conversation and your processes are set so that sales can be made quickly for buying customers. Everyone will have fun, the store will profit and customers will return again and again!