In today’s retail world service of any kind is very hard to find. Oh sure there are a few notable names, Tiffany’s, Chef Geoff’s and Palio’s. I’m sure if I think about it I can find more but for now lets consider that the playing field is wide open for opportunity and you would like to capture a bigger slice of the pie!
There are a few things you can do today in your business to make your customers aware that you really care about them.
1. Answer the phone before the third ring with a message that every employee uses. For example, Thank you for calling us today, we appreciate your business.
2. Greet every person that enters your establishment within 20 seconds…everyone gets a Hello or Welcome!
3. Thank every person that leaves your business, thank you for stopping by!
This isn’t being done in most established businesses today, you can walk in and out of many businesses and never see anyone or hear from anyone – as a potential customer, I think many prospective customers think, why bother going in there?
You can change the way you are perceived!
Whenever I shop, at the mall, at the grocery store, on the phone I find customer service is not providing me the experience to return to them and to be loyal to them. Amazon is hurting more and more retail sectors because they are adding additional items, shoes, clothes and now automotive parts. It’s really a very simple equation to give those that support your business a kind word, a thank you and to find other ways to make the customer feel welcome and appreciated. Some small businesses do this well, they send thank you notes and reminders, they remember you as their customer.
I have over 25 years in retail management, providing customers with an excellent experience in service was the pillar of my expertise as a manager – and I find less and less businesses offering great service these days. Imagine utility companies, refuse companies, doctors offices to care for you as much as they care for your money, I bring this up because no matter what career you are in, you must know what legendary service is and provide it to your customers.
Why does Amazon do so well? They have built a system to ge the goods to you quickly and in an efficient way. They don’t schmooze and they don’t reward, except they do try to offer additional services their subscribers want.
Is it because we the consumer don’t care about it? Is it that we don’t want it? Or are the big companies cutting back to make bigger profits? Whatever it is, if you don’t like it, let them know, if you are happy with their service, let them know as well.