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Shanu Singh Guliani

What Do Your Clients Really Think of Your Store?
May 13, 2008

The million dollar question—why do clients repeatedly visit your store instead of others? I have asked this question to numerous jewelry store owners and among the top answers are:

“It’s our great customer service.”
“It’s our pricing.”
“They believe in us.”

These answers sound like ones from store owners and not directly from our customers. I have never asked my clients why they keep coming back to Guliani’s Fine Jewelry. Have you asked your clients why they keep coming back to you? If so, do you use a questionnaire mailed to their home, an online survey, an in-store survey?

Posted by Shanu Singh Guliani on May 13, 2008 | Comments (6)

Industries: Jewelry Retail News

May 15, 2008
In response to: What Do Your Clients Really Think of Your Store?
kelin.shah. commented:

hi shanu!! i really appreciate for the way you think... you really think deeply and consider minute point of customers.that what i understand......

May 20, 2008
In response to: What Do Your Clients Really Think of Your Store?
Delia commented:

We have used a mailed survey. One was a single page with a SASE and one was a postcard with a return card, including a cleaning cloth. Ask just a few questions. Simple is best. Today I think I'd use Zommerang or a similar online survey, combined with a mailed one for our older customers who are not online.

May 20, 2008
In response to: What Do Your Clients Really Think of Your Store?
Rob Bates commented:

At the recent AGS Conclave, a DPS trainer suggested taking your best customers to lunch and picking their brains ... I've heard worse suggestions.

May 21, 2008
In response to: What Do Your Clients Really Think of Your Store?
Ravi commented:

I think otherwise! They give a damn!want security for their money!its rarely tht anyone is informed or is awared.They want to cherish their lost money.

May 21, 2008
In response to: What Do Your Clients Really Think of Your Store?
Babs Noelle commented:

Particularly for use on our website, we solicit testimonials while customers are in one of our stores. Rather than have a questionnaire format, which can tend to steer or limit the respondent's answer, we leave the question we post completely open-ended: "How would you describe our store to others?" or "Why do you choose to frequent our store as opposed to others?" You will be pleased with your customers' creative, honest, and varied responses; and you will learn things about your own business you never knew.

May 28, 2008
In response to: What Do Your Clients Really Think of Your Store?
Neil The Jeweler commented:

If one is on top of their customer relations, one already knows why they come to you. Unless you're discount the answer is 'trust'. But trust goes beyond honsety. Your clients trust that you will have what they desire so despite the occasional reluctance to buy new stock, you must(within reason, of course). You should strive to re-earn their trust every time.