Good customer service in a retail store goes far beyond making that one sale to that one customer. Here are 4 reasons why good customer service will increase your business and bad customer service can put you out of business.
The bank didn’t have to market their good Telus webmail outage to me, because I happened to experience it first hand. But the lesson here is that they should have marketed it to me. Not only is good customer service the exception to the rule, marketing good customer service is an even bigger exception to the rule.
It is important that you have a plan on getting your customers views on your products and services. But, it is also important to be honest about what you are going to do with that information. Are you really changing your business and the things that your customers feel important and are not getting in a good way?
When deciding what sort of product to sell consider this. You can either sell a high volume of low value items to non affluent customers or a low volume of high value items to affluent customers. I can tell you now that more customers isn’t necessarily a good thing, especially if you’re only selling them low value items. The overhead of customer services when selling low value items to lots of people can soon become unmanageable. If you have the choice, sell high value products to a select few affluent customers. Your life will be so much easier.
You are going to be dealing with your manufacturer for most of the time. From initial contact, service should be excellent. You’re probably a little excited because you have a great idea for custom bobble heads. There’s also a possibility that you’re in a hurry. The moment that you contact them by phone or email, the experience should be pleasant. They should answer the phone and be ready with answers to your questions. If you decide to contact them by email, then you should expect an answer within 24-48 hours. That’s just great customer service and you should expect that from your bobble head manufacturer. You deserve that as a prospective customer.
When the customer purchases products or services give him/her something. A coupon for the next visit. A flyer for next weeks sales and offer them genuine thanks for coming to your store. Let them know how important their business is to you. This is where training your employees will make the difference. Offer incentives to employees. You can offer them items they can earn as they receive positive customer feedback. Have an Employee of the Month club. Give them a parking spot close to the entrance and offer to pay for a lunch one day.
Your business can make huge gains if it invests in delivering exceptional customer service. They way most business stink at customer service; the bar to exceptional is not that high!
These 2 great ways of improving your sales and profits are easy things that you can do in your spare time. Make sure your staff is implementing good customer service skills on a daily basis, so that customers can come back for more on a daily basis.