In a recent article on maintaining a thriving business, we
shared 12 tips on how small business owners can increase sales. I loved this
article because it really reinforces that if we stay focused and keep going, we
will be successful. One of the biggest takeaways is that of providing great
customer service. Specifically, point's number 6 and number 9 stood out to me.
Be nice and provide off-the-charts customer service.
Recently, while shopping at two retailers I experienced the
benefits of fabulous customer service, compared to the downside of apathetic
service. In one instance, a salesperson helped me find a pair of shoes that I
would not have normally picked. But, once they were on my feet, I was blown
away! I ended up spending roughly $50 more than I intended (with zero pressure
from the sales person) and didn't buy any of the shoes I had picked out. Right
after that, I went to a clothing retailer, who did not offer to help me in any
way and when I did ask for help, the staff was completely indifferent. To top
it off, the store was a total disaster, which only made me want to leave as
soon as possible.
From this experience, I encourage you to 1) make sure your
store is organized (although this seems like a given!) and 2) provide
exceptional customer service at all times. In today's economic climate, it's
exactly what will bring customers back again and again, not to mention, it's
what will have them spending more. Be friendly, take an interest and don't be
afraid to make suggestions. Sometimes your picks will be more than the customer
wanted to spend, sometimes it will be less. But, one thing is for sure--if you
have your customer's best interests at heart, you can never go wrong.
Do you have an exceptional customer service story?
Post it here!
-Heather Strang
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