I just received the latest issue of a trade magazine where many of the articles deal with various trade shows and events that go on from time to time. My how things have changed over just the last year! Each and every show had seminars held by nursery consultants who have jumped on the social media bandwagon. Just a few years ago we we’re told that nurseries really should not worry about or bother with social media, we are now told that your a dinosaur if you don’t. Remember that social media highlights your businesses social skills, or lack of. No amount of social media will cover the fact that when I walk in your store you still can’t remember my name.
Doug Green has an interesting post titled, “Social Media for Garden Centers”. Doug say’s the most powerful social media we have is, “‘face-to-face’ and it works pretty simply (no power cords, no software, no computers) by looking somebody in the eye, calling them by name and giving them the answer they need.” He continues, “Want to improve your social media? Take a memory course and learn more of your customer names (heck, never mind ‘learn them’ – you want to remember them, you want to be able to recall details of your top customers). You spend a ton of bucks on other software – go get an upgrade for yourself.”
Social media is a great way to introduce people to your particular business, but if you lack interpersonal skills it’s all for naught. While at Borders Books in Folsom I found myself engrossed in a book, bothering no one. One of their “overly friendly” greeters walked up and interrupted my reading by asking, “if I was finding everything o.k.?” I wasn’t walking around looking confused, I had found something just fine all by myself. A lack of face-to-face social skills trumps anything done online. All the money spent by Borders on their social media outreach undone by a well meaning, yet socially awkward moment. I wonder with the advent of all the social media some people are loosing their face-to-face skills?
I think you are being a little harsh on the ‘overly friendly’ greeter. Unless you were seated at a table in their cafe, I don’t find it unreasonable for an employee wandering by to check in on a customer, even one engrossed in reading. That employee doesn’t know whether you are just glancing at what you are reading or really deeply into it.
Admittedly there might have been better ways to approach you, such as to ask if you are enjoying what you are reading, but I wonder who is losing their face to face skills if you found that awkward and felt that the company as a whole has lost some goodwill because of it.
On top of that, to even be approached by an employee is a good thing, especially in a large ‘box’ store such as Borders. We are always stressing the importance of greeting customers as well as thanking them for their purchase, and while some customers may tire of being approached, I think it is better than having to search out someone for help.
Comment by Chris Murray — November 23, 2009 @ 10:18 am
I feel as you do about the plethora of cookie cutter greetings that make automated intrusions to my store visit.
Realizing that they can’t read your mind, at least they could personalize things a bit. I think that is what bothers me… the impersonal feelings from an overused phrase. An intro “I’m *Penney, if you need assistance I’m available” or whatever if it seems necessary. What would really help is training in cheerful helpfulness when a customer seeks it. That would go a long way to a good shopping experience.
Comment by Ilona — November 23, 2009 @ 12:36 pm
I disagree intensely with Chris Murray. There is nothing I find more annoying than to be interrupted in my perusing of an item (even if it’s only reading the ingredients on the back of a can at the grocery store) by someone asking me if I need help. It’s great if the staff greets you with a “Let me know if I can help you.” as you walk in…just to communicate that they see you and are available to you. But, please. If I’m in the middle of comparing, evaluating, or browsing let me have a moment to make a decision. Pounce on me at that moment of indecision and you will probably chase me away and lose a sale. If you see me make a decision, put the item down, and walk away–that’s the perfect moment to intercede. “Is there anything I can help you find? Are you looking for something particular? Do you have any questions?”
Not everyone is the same and I realize others are more extroverted than I. But the salesperson has to have the social skills to deal with a range of personality types. That means being sensitive to when certain types of people just need to have a moment uninterrupted.
Comment by mss @ Zanthan Gardens — November 23, 2009 @ 6:45 pm
If you really want to write a blog please use proper spelling and grammar!
Here is what you wrote:
Just a few years ago we we’re told that nurseries really should not worry about or bother with social media, we are now told that your a dinosaur if you don’t.
This is the way it should be:
Just a few years ago we were told that nurseries really should not worry about or bother with social media; we are now told that you’re a dinosaur if you don’t.
Comment by joe — November 24, 2009 @ 10:01 am
I agree with some of the sentiment in your piece Trey, looks like us humans are like pendulums and we are prone to swinging to extrmes in all things natural. The human senses are an amazing feature and if badly tuned on both the receiver or the giver we can undo all our good work. I think your points are fair and valid without being over explained.
Comment by Pat FitzGerald — November 24, 2009 @ 3:42 pm
I am SO with Zanthan and Trey, here. Nothing I hate more than people pestering me while I read. It’s not like browsing a sweater where a lack of focus is par for the course - I consider reading like having a conversation - interrupting is rude!
Comment by Genevieve — November 24, 2009 @ 9:30 pm
Millions of dollars are spent right now on gifts for Christmas at Walmart and Home Depot. We may have hopes for some shares of the spending to help local plant nurseries. Just a drop in the bucket helps.
Comment by Old Kim — November 26, 2009 @ 5:46 pm
I would’t spend money on worms that have idiots wait for 48 hours to get a robotic hamstse rtracker at Wamart. I don’t want nothing from Walmart except the latest hot undies off the rack to make me look hot. Jamming at it in the green moolahis a waste of inheritence money. Evil monkey’s prey can slam me because they spend their money at Walmart no matter what you do. Hooray for dumpster creations.
Comment by Old Kim — November 27, 2009 @ 9:09 pm
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