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Ensure Your Customer Service Really Stands Out By Steve Goodman
It does not take a Business Matters columnist to tell you that retail shopping has changed significantly over the past decade or so. And, it’s not just online shopping and e-commerce - mobile technology has done as much to impact ‘bricks and mortar’ as the internet itself once did. However, among all the apps, and virtual shopping sites, many believe that ‘bricks and mortar stores’, instead of rolling over and playing dead, are actually making a comeback. Smart retailers realise they cannot compete with major online retailers on price or convenience but they can fall back on what brought people into their shops in the first place, by creating an experience and an environment that keeps the customer engaged, happy, and wanting to come back.
1 Recognition
Let’s face it, online shopping is impersonal, that is its greatest drawback, and still the best reason why ‘bricks and mortar’ shops can compete. Recognise your customer, greet him/her by name if possible. Sincere appreciation for their business and pleasant personal service will create loyalty and keep them coming back.
2 Add Value
You have people; use them to create a value-added experience for your customers. You must ensure that you have knowledgeable, professional and courteous employees who will do everything possible to keep your customers satisfied. Beyond that, give customers a reason to come into your shop rather than going online, such as letting customers know you donate a portion of proceeds to a local charity.
3 Brand Exclusivity
You want to be sure your customer comes into your establishment? Offer products they simply cannot get online or anywhere else!
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