It's difficult not to be repetitive when you are dealing with customers all day long, especially when they tend to ask the same questions every time. Unfortunately, this is a part of our working life. We all face a degree of repetitiveness that simply cannot be avoided. But it's a shame to see people serving customers and reciting the same lines over and over, with no real recognition of the customer as an individual.
We have all been into shops where the staff appear to be bored senseless. They answer customer inquiries like a robot, barely acknowledging the customer and often simply pointing. To the customer this is almost like saying, 'You're not important. I don't want to be here and you are only adding to the boredom of my job.' I even see this happening at the end of the sale, when there is often an insincere 'Thank you' or, even worse, 'Have a nice day'.
When dealing with customers it's very important to stop for a second, make clear eye contact to acknowledge the person, and then answer their questions clearly and concisely. Don't treat them like a number; treat them like the person they are.
I often hear business owners and staff complaining about how difficult their customers are. They are demanding and rude, and they want everything done immediately. From my experience they are only receiving what they give out. Those customer service-oriented people who know how to smile and how to make eye contact establish an instant rapport with their customers that blossoms into a warm and friendly encounter, even if it's only for a few minutes. The customer leaves feeling good, and the person who was serving them also feels good and ready to start the next encounter on a bright and very positive note.
As a business owner or manager it is up to you to set the example when it comes to treating customers as individuals. If your staff see you leading by example, they will follow. If staff boredom is a problem, develop ways to overcome it. You might consider moving staff around so that they don't end up doing the same job all the time, changing the environment so that there are new and interesting things to talk about, or rewarding staff for making the effort to talk to customers - whatever works for your business. Try to keep some innovation in the workplace that will keep your staff talking to your customers.
Another complaint that I hear a lot is that the business is too busy to take the time to be friendly to customers. I still can't believe that I hear this, but I do. When things are busy, it's even more important to take a few seconds to be friendly and to recognize the fact that the person standing in front of your cash register is paying the bills. People can deal with waiting in line if they are finally served by a friendly, interested person.
The most important point to remember from this tip is that you need to be sincere when dealing with customers. If you are going to ask a question, make sure that you acknowledge their answer.