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Friday Retailer Flex – Episode 23

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How to talk to customers- Presented by HLC

Support the show

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The Friday Retailer Flex – Episode 23

Fri, 8/20

SUMMARY KEYWORDS

customers, retailers, bicycle, industry, conversations, dealers association, member, flex, order, knee jerk reactions, language, today, product, experience, solution, negative, big, brainstorm, mbta, team

SPEAKERS

Heather Mason, NBDA

NBDA   00:10

You are listening to bicycle retail radio brought to you by the National bicycle Dealers Association.

Heather Mason  00:16

Welcome to the Friday retailer flex a weekly pointed digest of inspirational and actionable insights you can implement today to take your business to the next level. This is NBDA President Heather Mason. If you’re a first time listener, be sure to check out the previous episodes. Please do us a favor and leave a review that helps members of our industry find our podcast. This podcast is designed specifically for the bicycle industry dedicated to strengthening our retailers and cycling community. This week’s flex is about how to talk to customers. Today’s episode comes at you as United effort of the MBTA and association member HLC. HLC is a team of innovators, adventure seekers and big thinkers who equip the bicycling industry with the best brands smartest business solutions and experience that helped grow. They offer fast shipping across North America 200 of the industry’s best brands including Schramm, Goodyear Look, they have a dedicated sales rep support team and margin building programs and promotions. You can learn more at HLC dot bike HLC is an active MBDA member and I personally enjoy weekly conversations with the thought leaders on their team. Following the big gear show I met with Derek bolt right there director of commercial innovation, and had an amazing hour long brainstorm. At the conclusion, we decided it would be insightful to provide some simple tips for retailers to act on today to add value to your business. So with that we present today is Friday flex. When it comes to communicating with your customers, it turns out what you say and how you say it both matter. Great communication is an art and honing it to a key edge is a science. modifying the language used in daily conversations with your customers can have significant impact on their experience. Let’s focus on redirecting conversations from negative to positive places to focus on a solution. When the outcome takes center stage, it reduces the odds that customers will be upset. customers do not care what you can’t do. They want to hear what’s going to be done. For example, stop saying we don’t have that in stock, but can order it for you start saying I have that item in my warehouse, I can have it delivered to your doorstep if you like or, say one of your products is backordered for a month, and you need to relay this information to the customer. Consider the following responses. with negative language you would say I can’t get you that product. Until next month, it’s backordered and unavailable. You’ll have to wait a few weeks, but I’m happy to place the order for you right now. But with positive language, you could say it looks like that product will be restocked and available next month. I can place the order for you right now. And we’ll make sure it’s sent to you as soon as it reaches our warehouse. Using positive language keeps the conversation moving forward and prevents accidental conflicts due to miscommunications. Words like can’t, won’t and didn’t. And phrases like you have to or your need to are usually interpreted as negative. So let’s focus on how you’re going to fix the problem and avoid words that cause those knee jerk reactions. The difficult situation we are in with back orders and shortages could produce some conversations that aren’t easy or fun to handle. And there’s rarely a perfect solution to any problem. But with a little preparation, you can approach challenges with tact and grace. Changing what you say and how you say things as free was so many new customers coming to our industry right now. We need to simply be aware that they are gauging their experience with our industry not based on other bike shops, but retailers from outside the bike business. The experience they have with you and your team will play a significant role on whether they ever walk through your door again. Be Excellent. Thanks again to HLC for your contribution to today’s episode. If you’d like to support the show Don’t forget to subscribe share your favorite episode of friends on social media. appreciate your support. Thank you for listening now go be great.

NBDA   04:35

This has been bicycle retail radio by the National bicycle Dealers Association. For more information on membership and member benefits, join us@nbda.com

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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.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

Learn more about the benefits of being a member and join now.

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