It’s true that customers who experience good service are more likely to spend money in your shop and return afterwards than customers who receive poor service.
For this reason alone the level of customer care we provide should always be a top priority for our staff, whether the people in our stores are valued customers or simply patrons browsing the shelves.
Below are five tips that will instantly improve your level of customer service – if you aren’t already doing these, you should be!
1. Always greet first
Nothing is worse than walking in to a shop full of disinterested staff, and nothing makes staff seems more disinterested than not greeting customers.
Saying hello to your customers and letting them know you’re available should they require assistance helps them feel more welcome in your store, while affording them the space to browse without the pressure of a salesperson breathing down their neck.
2. Always respond positively
When a customer asks for a product you don’t stock you have two options: You can either say, “Sorry, we don’t have that”, or you can say, “We don’t have that particular make, but we do have this product which essentially does the same thing.”
When you go with the first response the result is almost always that the customer says thank you and walks out your door. The second response, however, even when it doesn’t lead to a sale, shows your willingness to help the client and reveals your knowledge on the subject – another deciding factor in whether a client is likely to come back or not…
3. Go the extra mile
Put in a little extra effort with your clients, and not just when it means making a sale. What this means is that you phone around your other branches for information if you don’t know, never leave your clients on hold for long periods of time, and are always kind and courteous no matter who the customer is.
4. Resolve issues quickly
Make it your mission to resolve issues more quickly and your clients will thank you for it. Do this in the form of calling clients back instead of having them hold, or using your own initiative to solve problems instead of waiting for management to fix things.
5. Admit your mistakes
We’re all wrong from time to time – the trick is admitting to our mistakes and making them right. As long as you don’t make too many mistakes your customers will appreciate your honesty and your efforts to make amends.