Customers Hate Repeating Themselves | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Do you know one of the things customers hate the most is having to repeat themselves? I was at a store the other day, actually at a Starbucks and I said, "I'd like a black iced tea, no water, light, ice, no sweet." And the girl said, "What can I get you?" I was like, "I just told you." And she goes, "I think you wanted an ice coffee." It was like, "Uh, no."

So, one thing I want you to think about today is how much customers hate to repeat themselves. I teach the lesson on active listening in my sales RX course, my online virtual training, but you can do it too. It's quite simple. Have your employees repeat back what they think you said to them. And even if it's totally off base, you are making them before they open their mouth, you want them to repeat back what they think they heard. And what that does is it forces them to process the information in a new way and to realize, well, they really did hear it. They just got lazy in processing it.

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