Economic Development - The Retail Store

Often times we think of economic development as something different and separate from those agencies or businesses that have customers. For economic development our customers include local businesses, community stakeholders, residents, potential investors, the list goes on. Many economic development organizations could learn from the practices of successful retail businesses about how to interact with customers or clients. This is especially true for the support staff that are usually your front line. This is basic stuff but many organizations do not address it.

Welcoming smile – Just like the retail store first impressions are important. The first person in your office is the first impression of your community. Smile at each individual as they come into your office. Make them feel welcome and important.

Your telephone greeting – Rather than leave the greeting to chance, consider the phrases that are fitting for your community. Keep the greeting short, there’s no point in overwhelming the client. Make sure the greeting ties in with your overall messaging of your community.

No matter what – No matter what else you or your staff are doing, pause to acknowledge your customer when they enter your office. Research shows that people are more willing to wait for service if they feel that their presence is acknowledged.

Serve the line – Serve people in the order that they have asked for service. Don’t keep people waiting and don’t let others jump in front.

Find the answer – There are times when you will be asked a question that you don’t know the answer to. Always do everything possible to find out the answer, whether you refer the customer to someone else or you do additional research then get back to them. The answer is never “I don’t know”.