If there is one thing that every small business, startup, and brick-and-mortar store needs to master, it is none other than customer service. You know that feeling when you walk out of a store with a smile on your face and a warm and fuzzy feeling? When you feel confident and excited about your purchase or experience and ready to go tell everyone you know!? That is good customer service. And that is what is going to help your company excel, boost sales, gain referrals, get positive reviews, and retain return customers. To help you up your customer service game at your brick-and-mortar business, here are some tips that you should consider.
1. Be Friendly
You may be thinking, “yeah, yeah, I already know this, Joann!” Hang with me, here. We all know being friendly is the rule of thumb when it comes to customer service, but the importance of being kind and friendly is more important now than ever. Post-pandemic, most of us (or maybe it’s just me) are a bit on the socially awkward side. Some of us have forgotten how to be present, in the moment, and truly interact with one another. So, when I say be friendly, I don’t just mean “hello, what brings you in today?” with a smile. I mean go the extra mile by truly engaging in a genuine conversation with your customers and clients. Ask them about their day, compliment what they are wearing, or inquire about their weekend plans.
2. Listen then Consult
One of the top reasons people shop in-store versus online is to ask questions. Making yourself available to customers and listening to their needs is key to being able to consult on the best product or service for them. Be sure to listen to your customer’s needs before you start word-vomiting about all the features and benefits of your products or services. By listening to their specific needs, you are more likely to direct the customer to the right product or service and tailor your pitch to their exact needs without guessing.
3. Educate Your Customers
As an owner, operator, or employee of a brick-and-mortar retail store, you are a trusted advisor. Take that opportunity to teach your customers something new or share a new product or service. When your customers leave feeling informed, they leave feeling they received value. In turn, they will be more likely to recommend you to others.
4. Provide an Experience
Have you thought of ways that you can go above and beyond to serve your customers? You don’t have to roll out the red carpet (I mean, you could!?), but how can you provide an experience for your customers? According to Statista, the number one reason people shop in-store is to use all their senses. Giving your customers the ability to see, touch, taste, listen, or smell your products heightens their senses and overall experience. Some examples include incorporating a sampling experience of your products or providing a tour of your facility if you provide services.
5. Build a Relationship with your Customers
If you follow the advice above, you should be learning a lot about your customers. Remembering your customers’ names and topics of conversation will skyrocket you to the top of their favorites list. It allows you to create connections and build upon those relationships every time you see them. And the fun part is, you typically meet a lot of amazing people along the way.
Mastering customer service is an art form that pays back in dividends. At Brick N’ Mortar, we help startups and small businesses who want to open product or service-based business locations. Our goal is to teach small business owners how to build and sustain profitable, long-lasting brick-and-mortar businesses.
brick and mortar, small business, start-up