There are some things customers can only get from a brick-and-mortar store. Scented candles do smell a little better in real life, after all. Having control over the lighting, music, and atmosphere makes creating the perfect vibe in a physical store a breeze.
Sadly, the personal touch customers want—and deserve—is often lost in the daily grind of doing business, especially in larger companies. Too often the leaders do not model the very behaviors they expect from their teams.
The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer’s office to personally apologize, but you can write a personal thank you note.
Every business has a “Joyce,” that customer that is never satisfied. I have learned that my company is only as good as the customer service provided and communication skills engaged. But what shocked me the most is that my Joyce, who is a business owner herself and who was my most toxic customer, ended up being my biggest advocate.
Your customers are one of the main pillars of your business structure. You won’t be able to create a sustainable and profit-generating enterprise if you don’t have people who will buy and patronize your merchandise.
Don’t let ease of process ever overrule a customized service experience in your business. Today’s consumers want service their way in the channel of their choice! What are the choices available to your consumers and how are they presented?
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.