I’ve heard it shouted many times before, but it still annoys me. I was standing at the front of the line in a retail store, waiting for the clerk at the register to call me up. She could have waved or gestured. I was staring straight at her. The store was quiet enough that I would have heard her if she whispered loudly.
But that’s not what she chose to do. Instead, she did something that almost always puts customers in a bad mood. She shouted, “Next!” Her voice was strong and loud, like a drill sergeant. This wasn’t a request. This was a demand!
Why did she do that? I was the only one in line. Who else could be next but me?
It wasn’t the clerk’s fault. It’s very unlikely she came up with the idea to shout “Next!” on her own. She either was told by her manager or learned the behavior by watching her colleagues.
I’ll admit, the phrase works. Customers respond and come to her when she shouts…but it sets a horrible precedent for the store. Her shout comes off like she’s giving an order. It makes it seem like the clerk is doing the customer a favor by accepting their payment.
If you want to use the word “next” when calling up a customer, try “Can I help who is next?” Better yet, ask “Can I help you sir (or madam, miss, etc.?)” or maybe, “I’m open over here.”
Don’t turn off your customers when they are finally in line to buy something. It’s a privilege to have customers. Don’t treat customers like you think it’s a privilege for them to shop in your store.
Lanny Zechar, speaker and consultant to some of the most happily successful people on the planet. Cold calling, sales and customer happiness consulting.
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