Customer Satisfaction Sets You Apart as a Retailer
So what are the key things you should do to build a solid base of satisfied customers? Here are some approaches that I believe play a key role in changing a one-time customer into a profitable, repeat customer.
Work on forming a relationship
It is important that you talk to your customers, and by talking, I really mean listen to them. People like to buy from those who are friendly and approachable, who share information and give them time. I have often asked my father to move his account to a bank that has a wide network and offers seamless online services. But he refuses to change from his current bank. This used to be a topic of discussion during every visit home until he took me to his bank. I was amazed to hear everyone address him by name. People had time to have a cup of tea and also ask about his recovery (after a recent surgery). I could never expect that kind of attention from the multinational bank that I use.
Assist but do not sell
You might put off a customer by trying to push merchandise that he is still thinking about buying.
There is a difference in sharing benefits of a product from bragging about it or making competitor's product look bad in comparison. I always get suspicious when I see an ad that makes big claims by talking more about other products' weaknesses than highlighting the featured companies' strengths. Along those lines, customers tend to prefer that sales staffs help them get the information needed to make the best decisions (or confirm the decisions they already made) rather than force them to make decisions. Staying on the right side of what can sometimes be a fine line is important.