As a retailer, you know that happy customers are the key to a thriving business. In fact, around 56% of customers stay loyal to companies that “get them.” To keep your customers happy, you need to understand them.
Not only will this keep them coming back, but it will also help your business bloom. But what does it take to keep your customers coming back?
This article deep dives into some care tips to follow in order to achieve this goal.
1. Keep your employees happy
If your employees are unhappy, it will reflect in the way they treat customers. Here are some of the reasons why your employees might be unhappy:
- They have to work overtime.
- They aren’t given the flexibility to work variable hours.
- They feel like their job is pointless or they aren’t doing enough (happens to employees with monotonous jobs.)
- They feel like they are being micro-managed, i.e, they are not trusted to do their jobs.
Whatever the reason is, as an employer, your first priority should be the well-being of your employees. One way to do that is by using a retail scheduling software.
It helps you improve communication with retail store employees, manage their requests, build flexible schedules and personalize how you can track hours.
This way you can create a working environment that is positive and supportive. Employees, in turn, have incentives to work better and offer exceptional customer service.
2. Communicate with your customers
Communication with your customers needs to be clear, concise, and constant. This way, they’ll always know what’s going on with your store, their orders, and any changes that may affect them.
Let’s assume you run an apparel retail store. The customer likes a tshirt but their size isn’t available at your store. You tell them your stock will be updated in a week. Since you’ve made a verbal commitment, it’s your job to call them or send them an email when the product is back in stock.
Be clear about the expected delivery time and the mode of communication.
Additionally, responding to customer inquiries in a timely manner is crucial. If you take too long to get back to someone, they may lose interest or become frustrated.
Part of becoming customer-centric is to value each customer.
This means not letting any email go unanswered and understanding what your customers want. In the contemporary digital era, use social media platforms like Twitter and Facebook to build that relationships with your existing and potential customers.
3. Offer quality products and services
This one is a no-brainer. If you offer quality products and services, your customers will be happy. It’s important to research and find items you think your target market will love.
Utilize data to see what products are in demand.
If you stock items that no one wants, you’re not going to make any sales or please anyone. Data will allow you to focus on offering items that are both popular and high-quality so that you can keep your customers satisfied.
4. Introduce a loyalty card
If you want to keep your customers hooked, introduce a loyalty card or rewards program. This way, they’ll be incentivized to continue shopping with you to rack up points or discounts.
In addition, it shows that you value their shopping and want to give them something back for being loyal.
Part of being customer-centric means making your customers fall in love with you. If you reward loyalty, you are showing love. Customers will appreciated your gesture and develop a connection with your retail store.
5. Train your employees
Give proper training to your employees. If they’re not knowledgeable about your products or services, they won’t be able to help your customers, and this will reflect poorly on your business.
If your customer service representatives are not friendly or accommodating, this could also turn potential customers away.
If you’re a small to medium-sized retail store, make use of a communication tool. Part of a successful training is teaching your workers the value of effective communication. Employees should be able to deal with complaints quickly and efficiently.
No retail business is perfect, and you will likely have to deal with a customer complaint at some point. It’s important to train your employees to handle these complaints quickly and efficiently to maintain a good relationship with the customer.
6. Give some products for free
At the checkout, give your customers a little something extra, like a free pen or keychain. It doesn’t have to be anything big or expensive, just something to show your appreciation. This gesture can go a long way in keeping your customers happy.
Free stuff is always a good way to make people happy.
People will also likely let their friends and family know what they got for free. You can offer customers with kids free chocolate at the end of their purchase. They will always remember the retail store that gave them a sweet treat!
7. Get to know your customers
One of the best ways to keep your customers happy is to get to know them personally. A simple “thank you” can go a long way in making someone feel valued.
Asking them their names is simple but often overlooked. If you can remember little things about them, they’ll appreciate it and will want to continue doing business with you.
Don’t forget to ask for feedback from your customers.
Getting feedback is the best way to find out what they like and don’t like, and it’ll also give you an idea of what you can do to improve your business. Pay attention to both positive and negative feedback to make the necessary changes.
8. Have a sale
Who doesn’t love a good sale? Having a sale is a great way to clear out old inventory and make room for new items, and it’s also a great way to please your customers. They’ll be able to get the items they want at a lower price, and you’ll be able to make some extra revenue. It’s a win-win!
You will also learn which customers only purchase when there is a sale, so you can adjust your marketing strategy accordingly. Keep in mind not to have a sale every other month as this will train your customers to only purchase when your products are on a discount.
9. Offer coupons, discounts & appreciation
Coupons and discounts are always appreciated, so offer them to your customers whenever you can. You can include coupons in thank-you notes, hand them out at the register, or send them via email or mail.
Sending a thank-you note is always appreciated, no matter what the occasion. After a customer makes a purchase, take the time to send them a thank-you note; this will show them that you value their business and appreciate their support.
10. Have a return policy
Customers like to know they can return an item if they’re unhappy with it. Having a return policy in place shows that you’re confident in your products and services and that you’re willing to stand behind them.
Your return policy should be prominently displayed and easy to understand.
In this way, you can avoid any frustration from the customer. In addition, make sure your employees are aware of the return policy. Explain it to customers if you feel like they are likely to return a product.
Wrapping up
This article discussed how it’s important to get to know your customers, communicate with them often, offer quality products and services, and introduce a loyalty card or rewards program.
Keep in mind that building strong relationships with your customer base takes time and effort, but it will be worth it in the end when you have a loyal group of people who love shopping with you.
Take the time to train your employees to know exactly what they need to do to provide excellent customer service. Remember that thanking your customers shows that you appreciate their presence and are grateful for their visit.
By following these care tips, you can keep your customers happy and make sure your retail business blooms.