Loyal customers are the heart and backbone of your business, which is why you make every small to big effort to keep them coming through your door.One of the best ways to shape customer loyalty is through brilliant customer service, as nine out of ten Americans are comfortable in spending more with brands who commit to providing excellent customer service.
Of course, customer service is in the hands of your floor staff. That means their actions and gestures play a major role in making your customers want to come back later. Here are four ways a trained staff can help you build better and lasting relationships with your customers that improve their loyalty.
Reduce Waiting Time
If you’re running a successful business, the number of customers in your store will always be greater than the number of employees in your store. At some point, during sales or shopping season, there’s going to be a long-long line. Customers will be naturally forced to wait for their turn, which is all good, as long as it’s managed properly.
If the line is moving at a fine pace, customers are usually calm and patient. However, if the service isn’t quick, it can risk you with a line of worked up, tired, and impatient customers. This is where choosing the best POS system for retail might help you out. This is where NCR counterpoint POS systems stand out.
Keep your waiting time to a bare minimum and try to keep customers hooked while they are stuck in those long queues with the following tips;
- Acknowledge them why it’s taking so long.
- Provide honest waiting time if you must.
- Sign up customers with loyalty programs and vouchers; make most of this wait time for both of you.
Encourage Personal Interaction
Encourage your staff to take part in conversations with your loyal customers. If they take time to know the names of the frequent visitors to the store or exchange stories with a mom or grandma who comes for veggies regularly, they’ll build a lasting relationship with your loyal core audience.
Send a Staff Member on a Recon Mission
Send a staff guy or two on a little field trip to stopover competing stores. Ask them to pay attention to the customer experience. Do they give you a warm welcome as you enter through the door? Is the staff attentive and friendly, or are they bunched together in a corner overlooking customers? How’s the checkout process? How did you feel about your shopping experience in the store?
Ask your staff members to make a list of their findings and use this information to create a workshop to improve your service at the store.
Show Appreciation to Your Customers
Everyone loves a simple “thank you” and “goodbye, have a nice day.” A few nice words and a gesture of warm appreciation go a long way. Train your staff to say, “Thank you for shopping with us,” to every customer at the exit or checkout. Get them treats and samples of the stuff you want them to try. Be nice and considerate, and make them like you back.