My name is Erin Kingsley. I’m from Mt. Vernon, Illinois, which is a little thriving city in southern Illinois. I manage the People’s Choice Cash and Pawn shop for my family. I was introduced to the pawn world in 2003 when my family decided they were going to open a shop.
Customer service is so much more than just “servicing” your customers. Anyone can just pick up the phone and ask “How can I help you?”. The manner in which you do this will make all the difference.
I was asked for a blog this week to cover 5 things that we, as brokers, do that hurt our business, or at the very least, don’t help.
It seemed pretty straight forward at first, but then I really started to think about it. I used my own experiences and came up with what I thought some of my biggest mistakes were (I made way more than just 5, so it was a challenge to narrow it down!).
I owned a shop during one of the many “gun scares” and I had a rather large inventory at the time, mainly AR-15’s.
I had a choice. I could raise the prices of my firearms and get all that I could, or I could do what I felt was the “right thing” and sell them at the regular price.
There are a few “no-brainer” programs in the pawn world, and I believe the Product Protection Plan to be one of them.
In our 2019 blog “serving the under-served…the little things matter,” we talked about the reason behind the need for world-class customer service in any business. As we close out Q1of 2020, it has become painfully obvious to some why customer service is no longer an option…it is a necessity.
"How do I get more customers?” This is the most common question asked to me by small business owners. And the available marketing solutions are plentiful: Radio, billboards, coupon books, social media ads, website ad banners, blah blah blah.
I worked for a large retail drug chain early in my career, and we once had a training class on “embracing your inner 4-year-old”. I thought it humorous at the time, but as the training went on, I understood it and it became a cornerstone of my thought process.