50 ways to improve your customer’s experience
byWhen you let your customers know that you appreciate them, they'll show you that they appreciate you by purchasing more of your products and becoming a loyal customer.
1. Open the door for customers whenever possible.
2. Offer to hold customers’ shopping bags while they are shopping.
3. Provide a coat rack in the winter.
4. Acknowledge the customer's children.
5. Offer to gift-wrap purchases.
6. Suggest accessories and other items that enhance a customer's purchase and his life.
7. Offer to carry the customer's purchase, however big or small, to her car.
8. Send handwritten thank-you notes.
9. Send a birthday card with a coupon for a free product. Even better, send your best customers a gift-wrapped present.
10. Introduce yourself to the customer.
11. Ask the customer his name. Use it.
12. Compliment the customer on his purchases.
13. Recommend a product to the customer.
14. Tell her why a product isn't right for her.
15. If you can't fulfill a customer's need, suggest another retailer that may be able to do so.
16. Create a loyalty program that is simple and doesn't require that the customer do anything but make a purchase.
17. Make your return policy as easy and painless as possible.
18. Refrain from visiting with your colleagues when with a customer.
19. Welcome every customer who comes into the store.
20. Loan umbrellas on rainy days for customers to get to their cars. Have them either drive them up to the sidewalk where you are waiting to receive them back, or ask the customer to bring it back on the next visit.
21. Remember the customer's name and use it when he makes return visits to your store.
22. E-mail or call your customers to offer gift suggestions for loved ones birthdays and anniversary that happen every year.
23. Provide free information that enhances the customer's life and the products he purchase from you.
24. Offer additional services like installation, home delivery, etc.
25. Teach the customer how use the products. Clothing and home goods retailers might show their customer how to accessorize their purchase.
26. Never blame the company for a policy or decision.
27. When a customer says "Thank you," say "You're welcome."
28. Add "It's my pleasure" after you say "You're welcome."
29. Provide written details of frequently asked questions.
30. Don't coach or reprimand an employee in a customer's presence.
31. If you're on the phone with a customer and you absolutely must put him on hold, tell him approximately how long he will have to wait.
32. Don't interrupt an employee with a customer unless it's extremely important.
33. Create a children's craft area in your store so the kids can create art while their parents shop.
34. Give your customer your undivided attention when she is talking. Everything else can wait.
35. Accept responsibility when the store has made a mistake.
36. Offer free drinks to the customer. Don't offer coffee that is more than two hours old.
37. Empathize with upset customers. Say you're sorry.
38. Give a free gift for no reason.
39. Have the owner personally call a high-ticket customer and thank her for her purchase if the sale was made by another staff member.
40. Loan books and other resources at no charge.
41. When a customer has a defective product, ship the replacement product to them before you receive the original back.
42. Open the doors early when customers are waiting outside.
43. Have seating for customers and offer to bring them product to look at.
44. If you're busy and a customer is waiting for help, give him an estimate of how long he'll have to wait for someone to help him.
45. Stop cleaning and doing busy work when a customer is in the store.
46. Partner with restaurants and other stores to offer exclusive discounts and offers to your customers.
47. Happily take returned products back even if you're not happy. If you have to give a customer a refund, end the conversation with, "I'm sorry this product didn't meet your needs but we'd welcome the chance to serve you again."
48. If you have to walk away from the customer to go to the back room or counter, tell her what you are doing.
49. Non-mall stores can add seating in front of their store and then offer drinks to those who sit there.
50. Always thank as many customers as you can for coming into the store and invite them back.
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