You have heard it many times, "There are no traffic jams on the extra mile" (Zig Ziglar or Roger Staubach, depends who you ask!). But what exactly does that mean in your business? What you do and how you handle your customers are what separate you from your competition. Have you looked at your business as a customer? What can you do differently to make your customers say WOW! and want to come back and do business with you again?
There are too many times I have seen folks in a store have a very passive or lax approach to taking care of their customers. Think about the big box home improvement stores. When you ask someone where you can find the piece of plumbing to fix your sink, how do they respond? Do they point to the other end of the store? Do they tell you the aisle to find it on? Or, do they go the extra mile and walk you to the part and ask you what you are needing to fix and offer suggestions on the repair? I would bet if they brought you to the part, you would leave the store happy and tell someone else about your experience. Are your customers leaving your store feeling that way?
Here are a couple ideas to give a try.
- Train all your employees to walk a customer to the product they are asking about. Make sure they are asking questions about how they plan to use it and make suggestions based on the customer's answers.
- Find your niche. You are never going to be everything to everybody. If you can pinpoint your market, find a way to be the best in that market. Focus on products that appeal to that market. Highlight events that appeal to that market. Present Clinics, Masterclasses or other experts in that market.
- Do the unexpected. Handwritten notes, private invitations for special events, special promotions just for key customers, etc. And do not skimp on the extra touches. Make up stationary for your notes or cards. When you host an event, have top notch food. It is the little things that people remember!
People love to feel special and wanted. If you can do the extra things that make them feel wanted in your store, they will come back. Not only will they come back, they will tell other people. Remember, you do not sign the paycheck... your customers do!
There are too many times I have seen folks in a store have a very passive or lax approach to taking care of their customers. Think about the big box home improvement stores. When you ask someone where you can find the piece of plumbing to fix your sink, how do they respond? Do they point to the other end of the store? Do they tell you the aisle to find it on? Or, do they go the extra mile and walk you to the part and ask you what you are needing to fix and offer suggestions on the repair? I would bet if they brought you to the part, you would leave the store happy and tell someone else about your experience. Are your customers leaving your store feeling that way?
Here are a couple ideas to give a try.
- Train all your employees to walk a customer to the product they are asking about. Make sure they are asking questions about how they plan to use it and make suggestions based on the customer's answers.
- Find your niche. You are never going to be everything to everybody. If you can pinpoint your market, find a way to be the best in that market. Focus on products that appeal to that market. Highlight events that appeal to that market. Present Clinics, Masterclasses or other experts in that market.
- Do the unexpected. Handwritten notes, private invitations for special events, special promotions just for key customers, etc. And do not skimp on the extra touches. Make up stationary for your notes or cards. When you host an event, have top notch food. It is the little things that people remember!
People love to feel special and wanted. If you can do the extra things that make them feel wanted in your store, they will come back. Not only will they come back, they will tell other people. Remember, you do not sign the paycheck... your customers do!
