Lighting that customer “Spark” along the Sparks Street Mall -Ottawa Canada

2Phase3

Business Performance Solutions

www.2phase3.com

The Obvious “WOW” of Excellent Customer Service

Lighting that customer “Spark” along the Sparks Street Mall

It’s not just because we are heading quickly into the holiday season. It is not because, as business owners, we always look for that edge to keep customers coming back- the loyalty of each and every customer being the golden goose. It is not just because referral business is easy busy – and most lucrative. It is not because our staff – trained and eager to serve our clients to the 10th degree- feels and behaves as if they are owners too. And it is not just because your clients live and breathe to be treated like gold –and doing so will provide your business with numerous avenues to expand- to change- to drive the business into growth.

It is because “WOWING” your customers is one of the easiest –simplest- elements of your business that you can do- often at very little cost.

The oft quoted cliché “the customer is always right” doesn’t mean that as a business owner you are wrong. You can both be right. It is a matter of looking not just at the short term but at that long term customer relationship. This relationship will make customers return and go out of their way to shop at your store – to find and engage in you and your offerings no matter the circumstance.

So as we begin the holiday season- and look forward to a strong 2013 with a renewed ‘jazz’ on Sparks Street, here are some tips, tricks, commandments on developing an excellent customer service experience to each and every person who opens your front door.

1)      Listen. As business owners with a passion for what we do and offer begin each day by thinking that we are in business not for ourselves- but for our customers. They drive our thought process, our product offerings, - they are the demand to our supply – they pay our bills. Customers are changing. Their buying habits change with each passing year either for financial reasons, trends, anticipated trends – numerous reasons affect a buyer’s decision. As an owner you must be an effective and active listener. Ask questions, look at body language – they will tell and show you what they need and want. Now serve them.

2)      Anticipate Needs. As a Sparks Street business owner one must remember that your customer and future customers do not buy just products or services. They are buying solutions to certain problems; they buy on feelings – good feelings in fact. You already know that most customers buy on emotion rather than on logic or practicality. It is a fundamental element of consumer behaviour. We all do. One way to anticipate your customer’s needs is not only to listen but to regularly communicate and talk in an open friendly manner with your customers so you become aware and can anticipate their future needs. Ask them their name- call out their name- they are valued, treated with respect and care because you care. Be sincere, create good feelings as you may with someone walking into your home as your guest- they are your guests into your store – your business. Care about them- thank them at every chance. WOW!

3)      Yes. A simple word – a word your customer wishes to hear from you to help solve their problems and help you anticipate needs. Always find ways to say ‘yes’ in helping your customer. No is of course negative, No is saying I cannot help solve your problem- No is saying you will not likely come back to my store- No is long term. So take No out of your store and service mentality and work on Yes- as long as a request is reasonable tell and show your customer that Yes happens in my store- figure out how you are going to do it afterwards. They want a Yes from you. Deliver.

4)      Give More. Your business longevity relies on keeping customers happy- gaining new customers and growing. Giving your business that extra edge over competition is one method of ensuring growth and longevity. A happy customer is a returning customer – is a customer that will tell ten friends about you- they are your greatest ambassador, their loyalty is one ticket to your business growth. So think about what you are presently doing, offering, and consider what are giving to your customers that they cannot get anywhere else in Ottawa. What can you do to thank those who came to you but did not buy? (they have friends don’t they? – think about those). Social media spreads the good stemming from your store- think about those potential customers. What can you give your customers’ that is totally unexpected? Something that they will remember and come back. WOW!

5)      Feedback. Social media is now a fixture in consumer buying habits. We now look for feedback, encouragement, approval from our peers. Crowdsourcing (more about this in our next Sparks Street blog), helps develop a trusted long term relationship with your customer in ensured. Listen to your customers- they will often dictate what they need- and provide you with the concerns you must solve. With online media receiving feedback is easier and more accessible than ever. Check back with your customers – invite constructive criticism, ask them for suggestions, comments and then. Listen, anticipate, and say yes.

6)      Employees are Customers Too. Your employees are your eyes, ears to the marketplace and to your customer buying traits. Encourage feedback from them, ask them what they would do, how, why? Treat your employees just like you treat your valued customer who first steps into your store- your business. Respected employees will treat and hold your customers in high regard. A culture of customer service begins with you – the owner. Leading by example, being enthusiastic, courteous, smiling, thanking, enjoying the day, will often be mimicked by staff. Be service infectious!

Instilling these simple low cost (no cost?) tips into your Sparks Street business will go a long way in establishing the Sparks Street Mall into the place to go in Ottawa for exceptional customer service, and care. A place where customers know their solutions will be found, met and exceeded by the customer first culture of all merchants.

Copyright 2012.  2Phase3 Business Performance Solutions. www.2phase3.com