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Do You Refer Customers to Your Competitors?
May 2, 2007
Caring for your customers not only entails being polite, but also, it’s about understanding the entire customer experience. It’s about genuinely helping another person (your customer or customer to be)—which is what matters most!
If you agree, then why do such few independent retail businesses refer customers to other stores that would bring the customer what they wanted? You know you don’t provide the service or the product then why not cooperate and gain as a team? Is it fear of competition…your customer might like the other stores products or sales associates better and start purchasing there? Or is it fear of losing the customer entirely? These days most educated buyers or buyers that wish to be educated will look up your competitors on the net. Many times customers have the upper hand and know what you’re selling or lack there of before they even enter your doors.
If you don’t provide the service or the product then why not cooperate and gain as a team? The store you might refer someone to might not have something you carry and the possibility of both businesses gaining can increase drastically. Does it boil down to how much confidence you have in your store? By doing this, won’t the customer believe you are genuinely trying to help him/her, which could in turn lead to more referrals?
Remember, with companies offering technology based solutions for everything, customer care is more important now than ever.
Posted by Shanu Singh Guliani on May 2, 2007 | Comments (0)
