6 Tips to Improve Customer Satisfaction
Customer satisfaction matters more than ever before and having your team on the same page is imperative for your success. Here are six simple tips you can share today.
Shop Procedures
1. Promote positive social media reviews: If you, or the store in general, have a positive interaction with a customer, ask them to give a thumbs-up on Yelp or wherever—preferably with a smile.
2. “Would you like to get it today?”: Don’t leave it to the customer to tell you they want to buy what you’re selling—ask them! If they say no, find out why.
3. Steering online shoppers: Don’t give up on customers who clearly know their online options. Make a friendly, respectful case for buying from your shop. You at least have to try.
Human Interaction
4. Calibrate the tech-speak: Ask a question or two—“How much tech do you know, and how much do you want?” “What research have you done?”—to get a feel for the customer’s knowledge level before you start presenting bikes or products.
5. Talk to customers, not to each other: There’s a time and place for engaging in conversation with fellow staffers. When you’re on the floor and customers are in the store is not that time.
6. Manners matter: Customers appreciate the all-too-rare-in-modern-retail basic courtesies. Say “Thank you!” and, whenever necessary, “I’m sorry.”
By Ray Keener
Ray is a long-time friend of the NBDA and writes occasional columns, blogs, and articles for Bicycle Retail and Industry News.
Ray’s background includes stints as a bike retailer, executive director of the Bicycle Industry Organization, editor of a trade magazine, founder of Growth Cycle, and now executive director of the Bicycle Product Suppliers Association.
The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.
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