One of the primary pillars upon which most of the retail stores thrive upon happen to be customer satisfaction. And for achieving that there are a number of factors that come into play like the quality of products, price, complaint management and staff interaction.
In fact, it has been revealed through research that almost 65-70 percent of the customers can leave and never return to your outlet because of the interaction of your staff at the store. But there is nothing to be worried about, this can be controlled by the owner or the manager of the space.
You can work this out by keeping a subtle eye and practising keen observation and taking into account what is working for your business and what is not. It is through reinforcement of the positives and detection and retraining the negatives that can help you to get along with your business.
Consumers are always on the lookout of an elusive and great customer service. They talk about it on the social media, with friends and relatives and in reviews on the internet. Since your business is to a great extent based on relationships, it is vital that every customer gets a great in-store experience in order to make them come back again and again.
Here are some of the ways with the help of which you can make people come back to your shop time and again and purchase more.
- Go Through the Store Every Day – There are certain ways to go about retailing. If you find your associates getting confused with the placement of the goods then it is time to go for this exercise once again. It is mandatory for every person at every shift, each and every day to go for the entire shop-strolling. You will be able to understand which areas of the floor require attention and where the former products have been removed through this.
- Lookout for Ways to Interact with the Customers –Body language plays a crucial role in determining how we communicate with each other. So it is vital to know how customers perceive the body language. An associate rolling her eyes at the customer’s question is as poorly perceived as the one who crosses his arms. An associate who tries to invade the personal space of a customer does not score high on the person’s list of interactions.
- Acknowledge Your Customers – If you watch how the customers enter the shop you will notice three ways – the customer has just come in to take a stroll and is enjoying being in your store or she has come up with a mission to buy something urgently or it may be the case that the customer needs some help urgently. Each of these customer notes the perceived time according to the clock in her head. You can go for asking the customer how long it took for an associate to respond to her and she may reply in five minutes even though in reality it was just 60 to 90 seconds. This is perceived time and it can work in the favour of the retail. You can train your associates to address each type of customer accordingly and recheck frequently when required. You can smile and engage in interaction with the customers whenever you come about 5-7 feet of the customer. This can give them a great experience every time they enter your store.
The above are some of the ways in which you can make customers come back to your shop resulting in greater customer satisfaction and more sales for your business.
Derek Alam has extensive knowledge on retail business and shares his knowledge through a plethora of write-ups to help the newbies in this domain. He has massive experience in this field as he has been associated since many years with reputed retails like Store 99 in India that has been able to create its own niche in the world of retail for its quality products and excellent customer service.