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Handling Customers On Cell Phones

We’ve all experienced it. Heck, there’s a good chance we’ve all been “that” customer. You know the one… the one on the cell phone.

Nowadays, it’s nearly impossible to go to a store without your phone in your hand or impatiently waiting for you  to check it (yet again) for an email or text that may or may not come in. Customers – including you – are glued to their phones more than ever. Of course, there are exceptions. But if you fall into this category or you have customers in your store that do, you know how challenging it can be to support customers who have their cell phones in hand, against their ears or at their beck and call 24/7.

What To Do? 

It’s easy to just accept cell phones are part of today’s always on, never off lifestyle. But it’s not easy to ignore how this impacts store sales and customer service. As cell phones continue to become increasingly popular in customer’s hands while in your store, what can you do?

First up? Identify what type of “cell customer” is in your store. There are three kinds to consider.

“Cell Customer” Type 1: 

This is a customer who walks into your store with their phone already against their ear, actively engaged in a conversation. There is no regard from them that they are in a store environment with other customers while they are on their phone. This customer typically does not offer apologies for being on their phone or make an effort to be quieter as they chat, even if they are disrupting other customers or your store space. Sometimes this customer is pressed for time and just trying to get a lot done at once, while other times they simply have no regard to your store, your customers or your time in comparison to their own space and time.

“Cell Customer” Type 2: 

This is a customer who – unlike Type 1 – does not plan to be on their cell, but instead their cell interrupts them with a call, text or email while in your store and then they become engaged on their phone. The result? Less engagement in your store. Often these customers quickly address the interruption and quickly get off their phone, or offer an apology to you for being on their phone. They are aware their actions are impacting your store environment and in response to this, are more sensitive in their cell phone actions, tone of voice and general space in your store.

“Cell Customer” Type 3: 

This is a customer who store owners dream of. They are focused on your store environment and have their phones tucked away and possibly even turned off or with the volume down. While they may take a quick peak at their phone, they wouldn’t dream of actually using it in your store. These customers are often older – coming from a generation where cell phones were never always part of their lives, even if they are now. As always, there are exceptions to every rule or retail theory, but for the most part these customers are the ones store owners can support the most since their attention is focused on the store and the store alone.

How to Handle? 

Sure, you may want to place a big old sign up that says “CELL PHONE FREE ZONE” but this won’t help you in gaining more customers or getting more sales. Instead, accept the reality that cell phones have in our modern world, then determine how to best handle them in your unique store.

Tip 1: Be Patient.

Your customers, especially those who are Type 2 or 3, will recognize your efforts and be more likely to finish shopping or make a purchase if you graciously and patiently support them vs. get notably frustrated. On that note…

Tip 2: Smile Despite Frustration.

We all have moments when customers just aren’t making our day. It’s going to happen. You will get annoyed. You will get upset. You will get frustrated. But remember tip 1, then remember that stores are public (to a point) places. Welcome all customers… even your Type 1, rude kind.

Tip 3: Laugh it Off. 

Easier said then done, but for the most part your customers don’t  want to be rude and will be apologetic if they are on the phone. Tell them a story of how you “understand” or “it’s happened to you” so they feel more at ease, then laugh it off and let it go. No point in stressing over something you can’t control.

It may be your store, but it’s still their phone. They have the right to be on it – whether we like it or not. The question – very simply – is how do you plan to handle it? Your attitude vs. theirs is ultimately the answer that will best support this situation.

Have your own store cell phone stories? What type of “Cell Customers” do you most often come across? Please comment below!

Gain 3 pointers on how to handle mobile shopping from customers while in your store here. 


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