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How you support customers is crucial in your store strategy.

Connecting With Your Customers

When someone walks through your doors, what do you do?

Do you smile? Do you make eye contact? Do you say hello? These are, of course, the natural responses store associates should make when customers enters their store. These actions alone, however, can’t connect you to your consumer audience.

Connecting with customers takes a dedicated effort to getting to know them – each and every one of them. While a simple smile and nod of the head works for some customers, most consumers nowadays want to feel you appreciate their interest in your store and their business, as well.

Below are some tips to consider when building your customer service skills and interest.

1. Focus on customer experience in your store as strongly as you focus on product assortment – or stronger. An experience is something people tell the story of again and again. Do people talk about your store?

2. Opportunities for store growth in revenue lies in customers – not products. Do your customers return? Why or why not?

3. It’s important to listen to your customers, not just talk to them. You can tell them about sales, special products and upcoming events but also listen to what it is they want, need or have going on.

4. Personalize your customer service whenever possible. Say customers names out-loud, reference past conversations, chat about the kids they have with them. Each customer is unique, so be unique and genuine in your conversations.

5. Respond to customer inquiries within 24 hours. Not all customers will walk through your door. Many may leave posts on your Facebook page, tweet you or send you an email. Some may actual call you! Be sure to react swiftly to their inquiries.

Each customer and every store is unique, so consider this when building your customer service plan of attack. And remember… customers return to stores because they want to, not because they have to. In a world with lots of options, make sure your store is first on their list.


Comments

  • Amy Hanson
    June 25, 2012

    Retuning their calls is a biggie, especially if something is being ordered and you never hear back and have to reach out regarding the status of your order. As a consumer I can say, I wouldn’t go back.

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