It can be a challenge to get new customers into your store to purchase your products. It can be even more difficult to get them coming back and constructing that loyalty with them. Listening to them, fixing the issues that they have, and letting them know that you appreciate them are a few steps to establishing this connection and securing their business for years to come. Here are a few ways to build a positive relationship with your customers in the awareness stage.
Listen to their concerns
When your customer reaches out to you with a concern, take time to listen to what they are having trouble with. They will want to be heard by you so be sure to hold off talking until they get their problem to the surface. Once you know what has happened, assure them that you will do your best to rectify the situation. If they are upset that they feel that they have fallen victim to what is known as Caller ID Spoofing from your business, assure them that you find out what happened and remedy the situation. A defective product means that you will need to refund what they spent and get them what they need. When they feel that they are valued by your company, they will come back to shop with you again.
Go the extra mile
As you receive orders from your customers, be sure that you deliver what you promised them then add a few extras. It can be a simple gesture like writing a personal note to them explaining how much you appreciate their business. You can toss a free sample or bonus product into their shipment so that they have the opportunity to try something new. You can upgrade their shipping for free to ensure that they get what they want by the time they require it. While this might cost your company a little extra money, it will brighten your client’s day. They will take the excellent service into account the next time they are looking for a certain item and it will return them to your store.
Find ways to communicate with them
While the phone may be the easiest way for most customers to reach you, there will be those people who have trouble making a call during the day. Offering multiple means of communication with your staff provides these individuals with the opportunity to ask the question that they have or to express a concern with a product. Print cards with your website and email address and have them available in your store. You should also enclose them with every shipment that is sent out. Install a chat feature on your website that allows clients to message your support department with queries. Your employees can send them schematics and diagrams through this channel. You can also provide a video chat service for those who need it, which gives the feel of being with an associate in the store.
Take time to say ‘thank you’
There are many ways to make your clients feel valued and part of your company’s family. Start a rewards program and ask each of them to enroll in it. They can earn perks for each purchase that they make, whether it would be a discount on their next order or free product. This also allows you to add their information to your database so you can reach out to them with information about promotions and events. Hold a customer appreciation event and invite them to come by. You can provide drinks and snacks that they can enjoy while they browse your facility.
You can also offer sale prices on your popular items while they are there. You can also offer a contest for your frequent shoppers to get involved in that lets them win prizes as they participate. Being involved in a game like this makes them part of a community as well as adds excitement when they visit you.
Train your staff to give excellent customer service
Set aside time to talk with your employees about the service that they provide to your customers. Encourage them to use positive words when they speak to a client and to do so as cheerfully as they can. Remind your staff to listen to what they have to say and to offer to fix the issue as soon as possible. Instruct them how to use the various types of technology that you have provided to them to work with the public. You may have to schedule time to train them correctly on this or bring someone from the manufacturer into your facility to offer a seminar on it.
Research books and videos on the subject then provide these to the individuals who work for you. Ask for their suggestions on how to improve this aspect of your company and request that they share their stories with you. You can also give them a reward if they are recognized by a guest for going above and beyond what was required of them.
Ask for their opinion
When you conclude an order from your customer, ask them how their experience with your company was. Request that they comment about it from start to finish. You can provide them with questions to prompt them. Offer a discount on their next purchase or give them a coupon for a free product if they do finish the questions. When you do receive this feedback from them, take time to analyze the answers. If there is a concern with a particular procedure or department, work on a solution.
Speak to everyone involved in the matter and put steps in place to keep it from happening again. Letting your customers know that you appreciate their business and that you want to help them when they have trouble will bring them back to your store to purchase from you. Whether you do this by opening up extra channels for them to contact you, adding a little perk with an order, or by training your employees to provide the best customer service, your effort to make them feel special will establish this relationship for years to come.
