by Donovan Dillon Contributor
Posted on February 11, 2014 18:10 PM
As with many things in life, the most obvious yet simple things create incredible results.
Start with customer treatment once you have someone visit your store or service. There is no better way to improve retention and encourage referrals than simply being professional and nice. It's amazing how many businesses today totally miss this. Many blame it on the younger generation working in most retail stores. But the real responsibility falls on the owner operator. Hiring the best people and training them to fully understand the benefits of great customer service is critically important.
How many times have you pulled away from a fast food window only to have the person never say "thanks" or even get the order right? Checking out at most grocery stores anymore is pot luck. You typically spend hundreds of dollars, yet getting a "thank you for shopping with us" is rare. In fact, it has become so rare that we receive even barely addequate service, that when we do finally get any acknowledgement, we are shocked and tell others! Pretty sad statement. The point is, get back to the basics!
Caring about your customers, helping them find what they need, taking the time to go a little overboard with your gratitude can make the difference today between someone coming back, or someone telling others about you. Why do you think Nordstrom trains their people to ring you up, then walk AROUND the counter to physically hand you the bag and shake your hand?
It's not complicated folks, but trust me, it's the best marketing you can do for free!