Providing Excellent Customer Service In Your Bricks & Mortar Retail Shop
As a brick and mortar retailer, you know how important it is to have satisfied customers who keep coming back. But providing excellent customer service isn't always easy. It requires a combination of attention to detail, empathy, and a focus on creating a great customer experience.
As a retail business coach, I've seen many retailers make the same mistakes when it comes to customer service.
In this article, I'll explain those mistakes and offer tips for delighting customers and keeping them coming back.
Mistake #1: Ignoring the Customer
One of the biggest mistakes that retailers make is not paying enough attention to their customers. This can manifest in several ways, such as not greeting customers when they enter the store, not listening to their needs and wants, or not following up with them after the sale. When customers feel ignored, they are less likely to return to your store and more likely to share their negative experience with others.
Solution: Make Customer Interaction a Priority
To avoid this mistake, you should train your staff to greet every customer that comes into your store and to listen to their needs and wants. Encourage them to ask questions and engage in conversation. Following up with customers after the sale can also be a great way to build relationships and increase customer loyalty. You can send a thank you note or email, or even give them a call to make sure they are satisfied with their purchase.
Mistake #2: Being Inflexible
Another mistake that retailers make is being inflexible. This can take many forms, such as not accepting returns, not allowing exchanges, or being rigid about store policies. When customers feel like they are being treated unfairly, they are less likely to return to your store and more likely to tell others about their negative experience.
Solution: Be Flexible and Accommodating
To avoid this mistake, you should be flexible with your policies and make it easy for customers to return or exchange items. You should also empower your staff to make decisions on the spot to accommodate customer needs. For example, if a customer wants to return an item but doesn't have a receipt, your staff should be able to look up the purchase in your system and process the return.
Mistake #3: Lack of Consistency
Another mistake that retailers make is not providing a consistent experience across all of their stores and channels. This can lead to confusion and frustration for customers, who may expect the same level of service and experience every time they interact with your brand.
Solution: Standardize Your Processes
To avoid this mistake, you should standardize your processes across all of your stores and channels. This means having consistent policies, procedures, and training programs for your staff. You should also monitor customer feedback and use it to improve your processes and address any inconsistencies.
Providing excellent customer service is essential for brick and mortar retailers who want to build a loyal customer base. By avoiding the mistakes mentioned above and focusing on creating a great customer experience, you can delight your customers and keep them coming back. As a retail business coach with experience running successful retail pharmacies, I can help you develop the systems and procedures you need to provide excellent customer service and grow your business.
