Excellent customer service is the foundation of a successful business, and during these challenging times it has become more important than ever. You’ve got to make sure that the building blocks of customer care are solid at your store.
No matter the scope of products you offer or the range of benefits you deliver, Jewelers of America Director of Education David Peters notes that these will have little impact on customer loyalty, if you fall short on basic service.
He suggests the following action items to make life easier for your customers:
- Concentrate on customer-sensitive areas. For example, double-check that all deliveries are made on time.
- Try to minimize inconvenience. For example, offer delivery, extended hours, reserved parking in front of your store or provide a loaner watch when the customer’s watch is in for repair.
- Exceed expectations and always keep your promises. For example, promise a repair in four days and have it ready in three.
- Keep customers informed on the status of any pending transaction. For example, provide updates on the delivery of a special order or complicated repair.
Stay tuned for next week, when we’ll provide tips on how to train your employees to deliver outstanding customer service.
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