You have a really great retail store or restaurant. You have a nice long line of people who may have purchased $100 worth of clothing, hardware or food waiting to pay for their merchandise or restaurant bill. Instead of running out of the store without paying, you have customers who want to do the right thing. Why do some stores torture their customer with grumpy cashiers who couldn't care in the least.

I've noticed some stores like Best Buy, Walgreen's, and Staples who pay attention to the customer checkout experience. I've seen managers actually open up an additional checkout line just to enhance the customer experience.

It doesn't matter how many checkout lanes you may have or your average sale. A store owner or manager should make sure that cashiers are fully trained to enhance the customer experience. It's all about getting your customers to return to your store. A long line with a grumpy cashier will tend to make the length of time between visits longer. Customers who have a more positive checkout experience are more likely to return sooner.

Here are some tips for mastering Lineology (customer waiting on a line for checkout) from Doug Fleener:

1. Always give your customer your undivided attention. Any conversations with co-workers and others should wait until you have completed ringing up a sale. The checkout process should be fast and efficient but at the same time must never make the customer feel rushed.

2. Never interrupt another employee who is checking out a customer. The number of managers who interrupt the cashier when he/she is working with a customer always dismays me. Unless it's an emergency it can wait.

3. Always greet your customer in a friendly manner including a smile and eye contact. The eye contact is important because it establishes a stronger relationship in the short amount of time you're with the customer.

4. Avoid overused questions like "How are you today?" That is the "How may I help you" of checkouts. Try to keep it more personal or about what the customer is purchasing. "Are you enjoying this beautiful day?" or "Isn't that the cutest blouse?"

5. Try to acknowledge the next customer in line while ringing up your current one. That simple acknowledgment will demonstrate to the customer that they are your priority and it will be keep them from getting annoyed by you talking with another customer.

6. Really hear what the customer is saying. A lot of customers indirectly voice pleasure or displeasure, and your ability to recognize and respond to what someone is saying without maybe quite saying it can make a big difference to that customer's experience.

Example: A customer might say, "The store is so busy it's difficult to get a dressing room." Many employees would either not respond at all or agree with the customer's statement. The master of Lineology will respond by saying, "Is there something you would like to try on? I can set these aside and get someone to assist you."

7. Know that some of your hardest tasks are vital to your store's success. Every time you capture a customer's contact information you're creating future sales. Take pride in your ability to capture that information.

The same goes for doing required add-ons. If your owner or manager has asked you to suggest an additional product, do it to the best of your ability. Remember that almost everyone will say "no," the "no" is not personal, and enjoy those moments when the customer says "yes." By the way, I'm not a huge fan of those types of add-ons, but to each their own.

8. At the end of each transaction look your customer in the eye and say "thank you." That brief moment of demonstrating your gratitude will stay with the customer beyond their time in your store. You may also, if appropriate, want to invite the customer back.

If you're a cashier, or you occasionally checkout a customer, never underestimate how important you are to the success of the store. Thank you for being a Master of Lineology!

 

• Take the Toys Out of Happy Meals

I'm not going to take sides because we have a varied readership, but this is pretty interesting.

Lawmakers in California want to ban happy meal toys to curb obesity in California.

Santa Clara County Supervisor Ken Yeager wants to prevent fast-food restaurants from giving away inexpensive toys with kids' orders. According to Yeager, one in three children are obese and fast food restaurants should not be spending millions of dollars to tempt children into eating unhealthy foods.

This seems like a rather neat fix to childhood obesity. Take the toys away from kids and they will lose weight. What can we do for adults with weight problems? Perhaps McDonald's should add thread mills...and yes, childhood obesity is a serious problem.

I can see a great opportunity for restaurants who offer healthier food options for children (along with hamburgers and hotdogs). I'm not sure that many kids will go for spinach, but a smart restauranteur can probably think of some healthy alternatives that can excite youngsters and please their parents.

To read the entire article go to:

http://www.mercurynews.com/news/ci_14745117

• 10 Computer Software Programs You Really Need (#10)

This is sort of a double header. A great FREE program for you to try plus a great free site that you may want to use for your business.

 

With this newsletter, you will have received information on 10 Computer Software Programs You Really Need. You can see them all at:

 

http://news.pcamerica.com/ComputerTips.html

 

If you want to discuss the computer tips or add some of your own advice, please go to:

 

http://www.quicktopic.com/44/H/EmRfuAFssjxc

 

The above link will bring you to Quick Topic or http://www.quicktopic.com/.

 

Quick Topic is a FREE online discussion board that anyone can use. A discussion board is just a place where you, your friends, and your customers can randomly add comments about a topic that you choose.

 

For example, I have started a discussion board related to our 10 Computer Software Programs You Really Need. Please go to my discussion board and add your comments. You may add comments without identifying yourself. You do not need an account, nor do you need to use your name or a password.

 

Anyone can start a new topic for FREE. In order to start your own topic, you do need to enter your email address. As a retailer, you may find the FREE discussion boards to be very helpful for business. For example, you can start up a discussion board for Henry's Chicken and Pizza. Invite your customers to add comments and suggestions related to your restaurant. A hardware store may have a discussion board dedicated to a new drill set. Get your customers to review the drill set and add their comments. It can be a great marketing tool and it's free.

 

So...please go to:

 

http://www.quicktopic.com/44/H/EmRfuAFssjxc

 

 

...and add your comments about our 10 Computer Software Programs You Really Need. Add your comments, suggestions, and any other computer tips you may have.

 

To set up your own FREE discussion board, go to:

 

http://www.quicktopic.com/

 

My #10 Computer Software Program You Really Need is What's Running 3.0.

 

What's Running 3.0 is a more advanced version of the Task Manager that comes with Microsoft Windows. It tells you what is running on your computer.

 

When you start up Windows, you start running tons of processes and programs. Many of these slow down the startup of your computer and are programs you never use or don't want to use. What's Running 3.0 let's you see what programs are running and disable or delete some of those programs.

 

Most of the time, you may not care what programs are running. However, if you have spyware on your computer that keeps loading, or if you have other annoying programs that you don't want, What's Running 3.0 will let you find them and disable them.

 

This program is not for new computer owners. However, even a new computer owner can benefit by seeing some of the programs that you have running. It is probably wise to search Google to see more about any program you are thinking about disabling.

 

Whenever I search the list of running programs, I can easily pick out programs that don't belong. You get to know that you need taskmgr.exe or explorer.exe on your computer. You will understand that getmyfreeipod.exe is not something that should be running.

 

What's Running 3.0 is FREE. It does not run unless you decide to let it run. It does not use any resources when you stop running it.

 

To see more information about What's Running 3.0 go to:

 

http://www.whatsrunning.net/

 

 

• Bank Robber Suspect Calls Ahead With Demand For Cash

I couldn't resist adding this story (especially since we are close to April Fools).

 

This is true (according to CNN.com, the Washington Post and others) and not a joke. Two bank robbers in Connecticut called a bank ahead of time to let them know that they were going to rob the bank and wanted the money ready for them. "Get the money. We're coming." Yes. They were caught.

 

Read the entire story by going to:

 

http://www.cnn.com/2010/CRIME/03/24/phone.in.robbery/