Enhancing In-Store Experience: Trent Ranburger’s Customer Engagement Insights

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Discover valuable insights on maximizing customer engagement and providing exceptional in-store experiences in this episode of “Inside Track.” Join Gerry Borreggine as he welcomes Trent Ranburger, the mind behind Trent Bedding in Bowling Green, Kentucky. Trent shares his winning strategies, from acknowledging every customer who walks in to involving them in the shopping process. Learn how to create excitement, generate sales, and prioritize customer satisfaction. Don’t miss out on these actionable tips for enhancing your retail interactions. Tune in now!

Transcript

Gerry Borreggine
Welcome to “Inside Track,” sponsored by Therapedic International. We’re really excited today because we have Trent Ranburger from Trent Bedding, Bowling Green, Kentucky, with us today. Hey, Trent, it’s showtime.

Trent Ranburger
It’s showtime. And it’s not the Apollo.

Gerry Borreggine
It’s not the Apollo. But you had one of the greatest ideas I thought we received in our contest. And I want you to share that with the audience.

Trent Ranburger
So, yeah, I had a couple, and it was funny. I tried to change my answer and couldn’t, but that’s how a little Trent won. We’ll get to that.

Trent Ranburger
But no, my first one was handling multiple customers on the floor, you know, because many mattress stores might only have one salesperson or maybe two. But that way, you know, my thing is with handling multiples, I love it. Like I love having two or three sets of customers on the floor. It’s fun, you know, say, for instance, I’ve got a couple on a bed here.

Someone walks in, you know, be right with you. Always acknowledging.

Gerry Borreggine
Always.

Trent Ranburger
I have a rule before the door shuts. You’re acknowledging they’re walking in the door. Welcome. Hello.

Gerry Borreggine
It’s amazing how often that doesn’t happen. In any store, the fact that you acknowledge it in your contest application. We said, wow, that’s a winner because it’s almost so obvious it’s not being done.

Trent Ranburger
And that’s, you know, it’s the little things that people don’t think about. Like, well, they see me and you, but they want a response that you see them. So you’ve I’ve got the couple on the bed or excuse me a second. Thank you all. Come in. Lay down something. I’ll. I’ll be right with you in a second.

Trent Ranburger
Sure. And I go back to this couple. I’m thinking of another bed. I’m already going to put them on. So I let them know if you don’t like this one if you want something a little firmer, go here. Want something a little softer? Go here, and we’ll help these other folks. I’ll be right back with you. And then you will have my full attention.

My full attention. I had a lady tell me that.

Gerry Borreggine
I like that strategy. I like another thing that you could do. Sometimes when you are making a presentation to a customer, you can invite the new customer in here. You’re welcome to listen. Watch in. Next thing you know, you’re given a concert, you got two people, and they end up, more times than not end up buying the same bed because excitement gets created.

They like it. They see somebody else enjoying it. I think I like it. Let me try to. I’ve had that happen multiple times with multiple customers. It’s an easy way to make multiple sales.

Trent Ranburger
I’ve had customers that did the selling for me. Yeah, you know, and that’s even better. That’s when someone speaks on your behalf, and you don’t have to speak, and you just sit there and wait for them to both decide to buy.

Gerry Borreggine
What do you do? You’re talking to a customer. You have a customer in your store, and the phone rings. How do you handle that in your stores?

Trent Ranburger
Excuse me, just one second; I’m going to grab this phone. Thank you for calling Trent Bedding – because my phone doesn’t ring more than three times you pick up.

Gerry Borreggine
And what do you do with that phone call and you tell that person I’ll call them back. Or do you start having a conversation? That’s a pet peeve of mine. All of a sudden, this person on the phone is asking multiple questions, and I just want to buy a bed, or I just want to buy a Christmas tree, whatever.

Trent Ranburger
Doesn’t matter.

Gerry Borreggine
And it’s not happening.

Trent Ranburger
No, I have a rule. You answer the phone because I don’t want my phone ringing more than three times. So, you know, when we’re when we’re open, answer the phone now. Hopefully, you don’t have someone that’s long-winded that’s on the other end. But generally, it is a, you know, thank you for calling how many to help you get your name and number.

I have some customers on the floor. Perfect. And we will call you right back. Perfect. Because I believe, and I think maybe you do with what you just said, that customer on my floor took the time out of their day to come into my store. The person on the phone may never come in. You make the sale to the most important person at that time.

And that’s the person in front of you.

Gerry Borreggine
you owe them your full attention because they came into your store.

Trent Ranburger
You. You have my full attention.

Gerry Borreggine
I love, I love this little lesson that you’re teaching us.

Trent Ranburger
I love what you do here.

Gerry Borreggine
With our customers and we’re anxious just to have you on again. We showed times, the show that we’ve never done showtime before, and this is a first for us. Trent, thanks for having us. We appreciate you.

Trent Ranburger
Thank you.

Gerry Borreggine
This is Inside Track. I’m Jerry Borreggine, and thanks for watching.

Tips by Gerry Borreggine, CEO and president of Therapedic International. For more Inside Track tips, click here.