Shanu Singh Guliani

Do You Do the Little Things to Keep Customer’s Coming Back?
August 29, 2007

I receive Jeff Unger’s mind massage once a month, an email blast that has some interesting topics which force some to question, “How can I better my business against the fierce competition?” Many of the topics he touches upon are relevant to the jewelry trade, yet sometimes these topics can be applied to various industries.

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?

Here are five little things you might consider doing to keep customer’s coming back:

1. After every sale come from behind the check out counter and hand your customer his/her item and walk them to the door.
2. Walk customers to their car.
3. Offer each and every customer a cold or hot beverage while they shop.
4. Have gifts hand-delivered for special occasions.
5. 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 restaurant play concierge and book their reservations.

Posted by Shanu Singh Guliani on August 29, 2007 | Comments (0)