Customer Service Smarts
What is the first thing we should do when a customer walks in?
Welcome within 10 seconds and friendly open-ended greeting.
What’s one of our core values?
Correct Reponses:
Go Above and Beyond
Give Back
Create Memorable Experiences
Be a Leader
Respect Others
Recognize and Reward
Inspire
How long do we hold finished pottery?
3 months
A child is crying and parents are overwhelmed. What do you do?
Stay calm, offer help, use the bubbles or coloring book to keep kids distracted so parents can finish their painting if necessary, mention to-go.
What are the first things we do after a customer finishes painting and is checking out?
Write their name or initials on the bottom, enter descriptions, give customer pick up info.
If a customer seems confused about the process, what should we do?
Offer to walk them through step-by-step and check in during their visit.
What’s one way we can go “above and beyond” for a customer?
Examples:
Helping pick colors, writing a note to them for pick-up, offering to take a group photo, creating a memorable connection, finding a way to say YES.
What are ALL the things you need to do when making a reservation
A customer says they weren't told how the process works.
Apologize, explain now clearly, and make sure they feel comfortable with the process. Give them a $5 off or discount studio fees for the mistake.
What should you always check for before putting a piece on rack to be glazed?
Name/initials, Smudges, Drips, marks for any special instructions, or anything that needs fixing
A customer asks for a refund after being un-happy with their piece what’s our policy?
Offer a merchandise credit first or coupon. If the answer is no, then you can refund.
How do we build a positive and welcoming environment?
By being friendly, inclusive, and respectful to everyone. WISH, FAWTSY
What do we do if someone wants to take a piece home unpainted?
Explain our take-home kit option and be sure to stamp with the AYW stamp
A guest complains their piece chipped after firing.
Apologize, assess the damage, and offer to fix/repair if possible
What is the process to issue a merchandise credit?
How often should we check on guests while they’re painting?
Every 15–20 minutes or as necessary based on customer need.
Give one example of how we show teamwork.
Helping a coworker with cleanup, supporting during busy shifts, staying productive on tasks for the day, etc.
What’s the best way to handle a walk-in when the studio is at capacity?
Make sure to seat the bar or party room, if everything is full kindly explain the wait, offer estimated time, and suggest returning or reserving later. Mention to - go kits if customer doesn't like those options
Two customers arrive late to a class. How do you handle it?
Welcome them, get them caught up as quickly as possible while still keeping the rest of the class at a good pace. Print out separate instructions for them
Explain the steps of shipment in order
What’s a good way to ask for a review without sounding pushy?
Mention how helpful reviews are to small, family owned businesses and guide them to the QR code.
What other business does our owner Lori say we should strive to be like with our customer service?
Disney Land!
What do you do if you can't find a customer piece?
Search all the shelves and drawers, look in kiln room, check the white board/kiln email for any refires, confirm that it hasn't been picked up by a friend or family member. If still can't find you must do sales by SKU on the item to see if there was a mix-up with someone's item and rectify the situation.
A guest is being disruptive or rude—what should you do?
Remain professional, be understanding and sympathize with the situation, offer solutions, and get a manager if needed.
Explain the process of closing the drawers and making the deposit and what time we are allowed to close drawers
9/10pm and after (once no customers are in the store), close drawer by counting amounts and correcting any over/shortages, add together correct cash amount and have 2nd team member double count, add into the plastic deposit bag with the white paper, place deposit in bank bag and place yellow copy in file BEHIND the number of todays date