#ShopfloorHeroes | 20.11.20

Happy Friday! We hope you have had a good week and are looking forward to the weekend.

Welcome back to our weekly #ShopfloorHeroes blogpost where we celebrate some of the awesome broadcasts and (or) conversations we have seen from Hobbycraft stores over the past week. We love celebrating the great customer service stores have offered through their store Twitter accounts.

This week, we wanted to focus on customer make conversations and have selected two conversations from Hobbycraft Warrington and Hobbycraft Stevenage to share.

This first conversation began when Hobbycraft Stevenage's customer responded to a tweet and shared some hand knitted poppies they has made for Remembrance day:

Store colleague Ams has responded promptly and has shown interest in the customer. It is great to see that Ams has used questions throughout the conversation to encourage further engagement. It is good to see stores conversing with customers even during lockdown as this is a fab way to let local customers know that store colleagues are still on hand to chat about projects.

This next conversation began when Hobbycraft Warrington's customer reached out to share their experience with the store. Colleague Sarah from Warrington has responded promptly thanking the customer for their feedback and has also encouraged them to share their makes:

Sarah's responses are very up-beat and we can see that a nice rapport has been built up between the store and the customer! Sarah and Ams are #ShopfloorHeroes!!

Here are some tips to follow when having your own conversations with customers:

- Remember to use personal sign-offs so that the customer knows who they are talking to.

- Introduce questions into the conversation to encourage further engagement.

- Always try to be up-beat and show interest in the customer.

We hope that you have found these store conversations inspiring. Why not try starting a conversation on Twitter with your customers? To find out more about how we can create #ShopfloorHeroes within your organisation, please email us at hello@socialretailgroup.com or click here and we will call you back.