Kelly Nelson

Momzilla Takes On Atlanta
August 17, 2007

This week I have found that my own blogs have been helpful and motivational.  My "Momzilla" blog came in handy today when dealing with an angry customer.  Several people had to suffer her "wrath" before I was able to talk to her.  Once I was able to talk to her I assured her that, as a mother, I know how important it is for her to have her room squared away before the baby arrives.  I told her that her requests were not unreasonable and that I was going to do everything in my power to make sure that she received the best product and service possible.  I also told her that I cannot make furniture appear out of thin air (in so many words) but that I would do everything that I could do.

I found comfort in the blog because it reminded me how truly important the nursery is to a first-time mother.  The furniture followed by bedding and decor are the single largest priorities on the list of a soon-to-be-first-time-mother.  Those of us who have children know that actually having the baby at home will completely rearrange your outlook on life.  Once the baby has arrived moms don't have the time or energy to worry about things like scratches on the furniture.  As long as things are functional, mom is okay.  

It is our job, as retailers, though, to keep our customers happy until their bundle of joy arrives.  I encourage all of you to place yourselves in your customer's shoes any time they get angry in your store.  It may not be the store causing the problem but you, the store, may be able to quell the fire in the angry mom with empathy.  I'd love to hear someone else's story about empathizing with angry customers.  Please register with www.KidsTodayOnline.com and don't forget to login before you comment.  I would also love to hear from manufacturers in regards to their opinions and insights on this approach to customer service.  Until I hear from you...

Posted by Kelly Nelson on August 17, 2007 | Comments (0)