The Australasian approach to customer service often falls short, with many staff viewing customer service roles as just a job, not a career. Comparisons to the U.S. frequently highlight better service, particularly in tipping-based environments, where employees rely on exceptional service to boost their income. In my experience the tipping culture can sometimes be seen as a little forced and not personal, but they certainly put effort in to create a great experience.
However, without a tipping culture, Australian retailers must adopt other strategies to stand out in an increasingly competitive market.
Retail success now hinges on delivering exceptional service. With customers having countless options, businesses must provide experiences that encourage loyalty. Start with the basics: acknowledge customers promptly, greet them warmly, and understand their needs. These fundamentals open the door to deeper engagement, such as introducing loyalty programs or suggesting complementary products.
While this level of service generally meets expectations, it risks leaving businesses in a “commodity zone,” where customers are easily swayed by convenience or price. To truly stand out, retailers must adopt anticipatory service—proactively exceeding expectations. Examples include:
• A café remembering your name and your regular order.
• Staff recognising you and referencing your past purchases.
• Follow-up calls to ensure satisfaction with a product or service.
• Employees helping you, going above and beyond and never responding with “it’s not my department, or it’s over there” or I can’t help you”.
Retailers should challenge their teams to brainstorm ways to offer anticipatory service that delights customers and outpaces competitors. By moving beyond reactive service and creating personalised, memorable experiences, businesses can build lasting loyalty and keep customers coming back.
The time to elevate customer service is now—don’t let your competitors seize the advantage.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
