Get to know your customer. This topic actually follows up well to Tim's comment on yesterday's discussion. At RetailWire.com (you may have to register to read), retailers can answer 5 simple questions which will give them an idea of how consumer-centric their merchandising is.
As Tim states, I expected that "people would want what [I] have on [my] terms". Now, I need to interact with every customer who walks in to find out what they really want.
Not that this interaction is a bad thing. I'm sure that all people like being made to feel welcome when they go somewhere. This might be too basic to bear saying, but when I greet people in my store, I tell every single one of them my name. A lot of them do then use it. I feel it makes it easier for them to call me over if they have a question, rather then using the impersonal 'miss', or 'excuse me'. I have even had customers come back weeks after their first visit and remember my name.
I am finding out why my customers are shopping to begin with, and that helps me in deciding where to go with my product line, and hopefully makes me a better retailer overall.
Oh! the power of the name is certainly absolute. What the name reveals to the client/customer is offered trust. You have aloud them to cross a social barrier to interact in a personal and intimate interaction.
This allows them to open up and express themselves more freely, be more honest in revealing information that leads to needs identity and allows a bond of trust between you and your customer. OH! Yea! This is so important. Great point to be given.
Don’t forget to learn your customer’s names as well and collect personal information. When you use their name in tern the results are even better, plus the quality of loyalty takes a big jump.
Posted by: Tim Whelan | July 2, 2006 11:31 PM | Permalink to Comment