Published on November 28, 2014
Black Friday is one of the few days of the year where “surprise and delight” can be replaced with “quickly and efficiently” when it comes to customer service. As we all know from the videos we see every year, Black Friday is less about “the experience” and more about saving (spending?) as much money as possible, at as many places as possible, as quickly as possible.
Here are four ways to handle the rush on Black Friday:
Neon signs: People want to be as efficient as possible, so accommodate them. Have large signs showing where everything is, how on sale it is, what they could save, and so on. Along the same lines, make traffic flow obvious. Create wide lanes for people to move and ensure that you have staff helping to make sure the flow of people doesn’t’ get interrupted. There are going to be a larger than average number of people, so allowing them to do what they came there to do as quickly as possible allow for more people to get in and out faster.
Overstaff: Come up with the number of people you think you need and then add 50%. By overstaffing, you will ensure that people can get moved through the store, directed to what they’re looking for, and generally assisted with their goals as quickly as possible. On a night like Black Friday, there will always be something to do and by overstaffing you will ensure that your team doesn’t get more overwhelmed than can be helped.
Have the right people working: Make sure your best employees are working Black Friday. You want the people that are pro-active and fast. By ensuring that your best people are working, you’re guaranteeing that customers will have the best possible experience and that the store will operate as efficiently as possible.
Look at last year: Volume varies by year, but if you take a look at the previous years Black Friday, you’ll be able to get a pretty good idea of the volume you anticipate and act accordingly. No sense in re-inventing the wheel.
Black Friday is a different kind of test for great customer service teams, by following these four steps you will have optimized your chances of giving your customers a good customer service experience during the most hectic shopping day of the year.
How do you handle customer service on Black Friday? Let us know in the comments below or @helpdotcom.