Did you know: a recent study found that more than 50% of consumers said friends and family are the number one influence on their awareness of and purchase of products or services?
This means that, as a smaller company, we need to know the needs and wants of our customers and deliver the desired satisfactions better than our competitors in hopes of encouraging them to tell their friends and families about us. Unlike the Walmart's, CVS's and Rite Aids of the world, we don't have other departments to fall back on. We have to provide the best customer service, every day, to keep people coming back.
Additionally, providing excellent customer service requires more than politeness. Take some time to think about your store and ask yourself these questions:
1. Are you actively promoting your services to everyone who walks in the door and is everyone on your staff comfortable promoting those services? Provide scripts for them to use if necessary.
2. Is there a need to expand your services to better meet your customers' needs?
3. How are you adapting to any changes in your customers' needs?
By creating a customer driven environment, you show your customers that they are the most important part of your business.