“If you run a retail business, teach your cashiers NOT to give change the way most cashiers do - handing them the receipt, coins, and bills all at once.
Reason: The customer already has one hand occupied holding the item purchased, making it awkward and difficult to separate these three items.
A better practice for your cashiers:
1. First, put the receipt in the bag for the customer instead of handing it to him.
2. Next, give him the coins, and wait until he puts them in his pocket.
3. Then, hand him the bills, which he will put in his wallet.”
During a busy lunch at your café you might think that the extra time necessary to perform this action is not worth it. To create customer advocacy, the focus needs to be on things that make it easier for the guest to buy from you, not on processes that make it easier for you. The point Bob makes in the little blurb is to think about everything you do from the perspective of your guests.
