Here’s a simple tip to increase customer loyalty. But here’s the warning. You’ll read it, then be disappointed because it’s so obvious.
Obvious in theory,yes. Obvious in reality, no.
To measure how your employees compare to your competition ask a friend not known to your employees to shop your establishment and that of your competition. Or, if say, you’re running an HVAC or plumbing business, call customers the day following their appointments and ask them about the visit.
Here’s the tip:
Insist that your employees be courteous, even friendly to your customers and prospects.
That means customers are greeted with a smile when they walk into your place of business, even when your employees are busy with other customers. “Just a minutes sir, we’ll have someone right with you.”
Why will this build customer loyalty? Because you and I have both heard the following said many times about businesses, “Oh,they are so friendly there!”
That’s word of mouth advertising.
Friendly staff contribute to a positve customer service experience.
When you spot an employee not exhibiting friendly behavior, pull them aside in private, and say, “John, when you aren’t courteous and friendly to our customers and prospective customers they are less likely to buy from us and even less likely to come back. That hurts your sales and the businesse’s profits. What can you do differently next time?”
As you hire new employees look for those “people” people. Yesterday, I received superlative customer service at a Gold Crown Hallmark Store in Austin Tx. The employee greeted me when I entered and took me right to the card section I was looking for. If I was a competitor, I would do my best to steal her away.
Yet I am continually surprised at how many businesess don’t emphasize courteous treatment of customers and prospective customers. (Maybe they’re not hurting for business. Yea–right!)
Follow me on Twitter. I’m txglennross