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Do You Do the Little Things to Keep Customer’s Coming Back?
July 2, 2007
I get Jeff Unger’s mind massage every month and they either have me laughing or questioning my own business. (His mind massage is an email blast that he usually sends out every month that has some interesting “stuff that makes you think.” Stuff that has to do with jewelry and jewelers of course.)
In June-July’s Mind Massage, Jeff tells a story about a jeweler who does the little things for his customers. The story from his mind massage goes like this:
He was in a store and the owner walked away to talk to a customer having a watch battery installed. He then walked with him through the store towards the front door talking about family and the upcoming races in the town. Jeff watched him open the front door of the store for this customer. Walk him to his car. Close the car door behind his customer and wave to the customer as he drove off. He walked back into the store to continue his conversation.
Jeff - “A friend of yours”
Owner - “No, a customer”
Jeff - “You walk all your customers out the door”
Owner - “Do you walk a guest to the door of your house?” “The store is my house and everyone is a guest. That’s one of the little things.”
Do you do the little things to keep customers coming back?
Some little things you might consider doing to keep business going good all the time:
- After every sale come from behind the counter and hand your customer his/her item and walk them to the door.
- Walk customers to their car.
- Offer each and every customer a cold or hot beverage while they shop.
- Hand-deliver gifts for special occasions.
- Play concierge—if your customer is buying something for a specific occasion and he/she plans to give it to him/her at their favorite restraint play concierge and book their reservations.
- Offer free watch batteries all the time or every couple of months. (They don’t cost much and it might just put a smile on your customers face)
What little things do you do to keep your customers coming back? (Little things don’t have to cost much—it’s that extra effort to make them happy.)
Posted by Shanu Singh Guliani on July 2, 2007 | Comments (1)
