The “Big Box” mentality will not win the minds and hearts of your customers in Halifax, Dartmouth, Truro or Toronto. Customers switch where they shop from time to time. But if they like you, then that might make them stick with you.
We are returning to the days of “Cheers”; where everyone knows your name. The customer experience is becoming more important to sustaining a thriving business. After all, we are not the only game in town. There are other stores and places customers can go to get what they want.
So what is it going to take to create a “Cheers” environment in your business for your customer. One of the simplest things that I have seen done was at Blockbuster Video store. As soon as you walked into the door, they acknowledged you. And if they knew your name, they used that.
I was also taught this simple, but effective, principle at a Chrysler Store where I worked as a service adviser. Customers need to be acknowledged.
The next thing that you could do would be to connect your customers together so that they feel like they are part of something. At the “Cheers” bar, they gathered around the bar, chatted and told stories. There was never a rush to get them out. Now a days, I feel like I am being rushed out of many stores. You know, the narrow rows, the music and the set up that encourages a quick in and out.
In some stores, I feel that I am just a wallet walking in. This is the point of today’s blog post. I want more than just a get in and get out buying experience. I want a business that values the fact that I am there. I like a little chit chat and atmosphere. I want to get to know the people who will be helping me out in the future. Now I know that everyone is not like this; but I am.
I expect the business to put some effort into connecting with me and building some “Like”. After all, people do business with people they like; right? I want friendly service; not the cold shoulder, I’m busy routine.
It’s like this on social media too. Your business social media effort should be an extension of what it’s like to be there at your business. You need to create a good customer experience for your customers. Whether the customer is standing in front of you or online; your effort counts either way.
So why on earth do some businesses bypass the social part and thrust you right into business? Why is it that some businesses don’t respond to customer requests? Why is it that some businesses don’t care if they create a customer – business relationship?
I was primarily thinking of social media when I had this idea for a post; but it goes well beyond social media and into good business practices. Some businesses are lazy and don’t make the effort to stand out and make those connections. They are all about the money; always making money. I am glad you are not like that. What’s wrong with creating a connection that can create customer loyalty?
So if you are going to try this on social media, it is not going to happen in 10 minutes a day. You are going to have to put more effort into it. If you are a lazy business, you will not bother. But because you are reading this, my money is on you being a diligent business that goes the extra mile.
So we will have to make friends along the way. We will have to see people as more than wallets. And we will have to spend some time with our customers. Rush never produces much of anything good.
So what is our walk-a-way for today? When you are in front of a customer face to face, don’t rush. You are creating a customer experience. This holds true for online experience. Make sure the customer feels valued; even when they connect with you on social media. Acknowledge them and thank them. If you don’t thank your customers in Halifax, Dartmouth, Truro or elsewhere, “I will”.
