Show Me the Money - Cash Customers

 

As a business owner you know there are charges for every online transaction, credit or debit or e-transfer; but not for cash. Because of this, most savvy businesses encourage cash from their customers and there are a number of people who greatly appreciate the ability to pay for purchases this way. To name a few examples: they may be watching their spending or adhering to a strict budget, they could be hiding a purchase that is a gift from a loved one, or they could be simply a customer without credit for any number of reasons. Anyway, for many people, cash is king.

When a customer offers cash at the till, how do you and your staff respond? I have seen many people take my cash and put it directly in their till before giving me change. Actually, very often I have had the experience of my cash disappearing from my view while purchases are being bagged and change is being made. What is the issue with this? The cash customer, due to a busy schedule or basic confusion or expectation of being “taken” at the till, might state that they gave a different bill than change is being made for. “I gave you a fifty not a twenty, so you owe me more change.” This type of upset at the till is very bad for business. It does not matter who is right because other customers hear the altercation and make judgements about the trustworthiness of your business and the quality of service and goods, all in a blink of time. 

 

How do we avoid this issue at the till? Show them the money!

When taking cash from a customer, instruct staff to take the money and place it in a visible spot on the counter nearer to them or on top of your till (if you have an actual till). Leave the money in a visible place for you and the customer while you are wrapping up the transaction. This way there will be no question as to correct change. Also, this action shows reverence for the money given and, in turn, for the customer who worked hard for their money. It essentially creates a bond between you and the customer over a shared value of money. This will translate to a stronger trust factor from the customer and all customers who witness this action. More trust equals more good reviews and business for you.