Exceptional customer service
doesn’t happen by accident—it’s something you build through intentional
training and clear expectations.
It’s not enough to remind employees
to “treat customers how they’d like to be treated.” Go a step further and
define what great service looks like in your store. For example, a simple
greeting goes a long way—but one with a smile and eye contact goes even
further. And when customers check out, don’t just say thank you—say, “Thank
you for your business. We hope to see you again soon!” These little details
leave a big impression.
Encourage your team to be
proactive. Instead of waiting for customers to ask for help, train employees to
approach customers and offer assistance. A warm, friendly presence will make
your store feel more welcoming and professional.
Don’t forget about phone etiquette!
Teach staff exactly how you want the phone answered—ideally with your business
name and the employee’s name for a personal touch. And when placing a customer
on hold, always ask first: “May I put you on hold for a moment?” This
shows respect for their time and can keep them from hanging up and calling
someone else.
Make Every Visit an Experience
Independent candy and chocolate
shops have something big retailers often don’t—charm, personality and the
chance to create memorable in-store experiences. Train your team to share the
stories behind your products. Whether it’s how your fudge is made or where your
chocolate comes from, these stories add value and spark conversation. Offering
a small sample or a fun fact about a product can turn a casual visit into
something special.
Empower Employees to Surprise and Delight
Give your team the freedom to go above and beyond. A simple gesture—like a complimentary chocolate for a child, remembering a regular’s favorite treat or going the extra mile to wrap a gift—can create loyal, lifelong customers. Encourage staff to look for small ways to make someone’s day. That kind of service is hard to forget.
Want to learn even more?
Customer interactions are just one
piece of the puzzle. If you're looking for more ways to streamline your shop,
improve operations or stay ahead of industry trends, RCI’s 2025 Annual
Convention & Industry Expo is the place to be. Taking place June
16–19 in Covington, Kentucky, this event offers expert-led education
designed for candy makers and confectionery retailers.
Education will cover topics like improving
efficiency in your retail business, meeting labeling requirements and exploring
confections made with alternative sugars and vegan ingredients. Whether you're
just starting out or have been in the business for years, you'll walk away with
practical ideas to strengthen your operation from the inside out.
Don’t miss out—register by April 25 for the best rates! Visit
retailconfectioners.org/annual to secure your spot today! For more
details, call 417-883-2775. Join us for an unforgettable experience that will inspire,
educate and help you grow your candy business!
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