They say there’s no business like show business. However, in the retail world, there’s no business like repeat business! And, the way we see it, the easiest way to ensure that you enjoy repeat business is to give your customers awesome experiences. As we pointed out in our last blog, today’s consumers want more than great products and services. They want to enjoy their interactions with the companies they support.
What can you do to keep your customers coming back? Here are four suggestions:
Being friendly should be an obvious part of your customer service regimen. However, it can be easy to get caught up in the traditional “Hi, how are you?” process of greeting customers day in and day out. It’s important to not be a robot. Be sure to train your staff to be as energetic as they are personable.
“Being kind to your customers has lasting effects,” writes Stefanie Amini on CustomerThink.com, “Kind employees satisfy your customers’ needs and create the foundation for a long term relationship. How do you ‘Be Kind’? Listen and be understanding of your customers’ needs, never raise your voice and smile when serving them. As a business owner you need to know which of your staff members are ‘kind’. Reward them.”
The most successful business owners are often the ones who are the most receptive to feedback. Don’t take things personally when you receive customer complaints. Use those instances to better your company’s approach to customer satisfaction. Each complaint lodged against your brand should be considered a learning opportunity. When you make changes based on customer feedback, customers will notice and greatly appreciate it.
“When a customer comes to you with issues, be patient with them,” says Mike Kappel on Forbes.com, “Be patient with them and hear everything they have to say. Patience is part of good customer service. After the customer is done explaining their issue, then you can respond. Don’t be rude and treat the customer as if their thoughts don’t matter. Thoroughly address the customer’s issue.”
No one is suggesting that you become best buds with everyone who walks through the front doors of your store. However, it’s wise to be friendly enough that you can be on a first-name basis with those who regularly visit your place of business. When you and your staff members are able to give friendly, personalized service, you will endear more people to visit your store more frequently.
“You can connect with customers by being personal with them,” writes Kappel, “Talk to your customers like they’re your friends. Even if you don’t have a one-on-one connection with customers, you can still add personal touches to your business. You might use customer names in emails. You can try engaging customers through social media.”
Is it any secret than online shopping is hugely popular in Canada? As soon as your customers know that they can make purchases directly from your website, you’ll not only make them happier, but you’ll enjoy a significant boost in repeat sales!
Get in touch with Canadian POS Corporation today to learn more about how our e-commerce solution can both boost your sales and improve overall customer satisfaction. Dial 1-877-748-2884 or email us at firstname.lastname@example.org.