Welcome Back

You are back in the store after a day (or two!) off, rested and ready to go. You put the merchandise out, fill the register, and happily open the door!

There are three guests waiting, and they say “I was told the manager would be back today. I have a problem!”

Wow. Now all the chores you were going to knock out this morning will be waiting for you after lunch. Plus the guests that come in for sales or repair pick-ups that you’ll have to rush through…your day is shot and there goes your good mood!

How would you like to come back to work and instead of 3 guests “with a problem” there was only 1, or better none? Here’s the thing: one of the primary reasons Store Managers give for being Protection Plan Top Performers is that when the guest has a Protection Plan, there are no problems. And because the merchandise is covered, every associate in the store can take care of the guest without getting a manager involved. Which do you prefer:

                               Scenario One                                    Scenario Two

Guest:                 I need to speak to                          I need to speak to

                           a manager.                                      a manager.

Associate:          Maybe I can help?                          Hold on, let me get her.

Guest:                 I don’t think so. The

                            chain I bought here

                             has broken.

Associate            Did you purchase the

                            Protection Plan?

Guest:                 Yes; here it is.

Associate:          You don’t need a manager;

                            I can take care of you. The

                            repair will be free!

Okay, choosing Scenario One is a "no brainer" if you are a Store Manager. But what if you are the Associate? The Associate gets to be the hero and deliver the good news (and hopefully a suggested sale with all the money saved with a free repair)! And what about the guest? She doesn’t have to be passed around, or wait for the Manager to get free, or come back when the Manager returns to the store. Check that out: everyone wins when the guest has a Protection Plan.

You deserve a day off, and especially enjoying coming back to work the next day. Want the first scenario to be the only scenario happening in your store? Then you’ll need to get your attachment rate to the top to…Make It Happen!