Did you know that even small things can make your customers happy? Customers generally expect that they will be able to purchase a product or service from you and go, but when you make the effort to offer a tiny gesture of appreciation or superior customer service, their experience is immediately translated into something more personal and enjoyable. They leave happier, and you begin to build a loyal customer base.
Let us take, for instance, two clothing companies that sell almost identical clothing, have similar pricing, and are located in the same area. Those three factors are usually the most important when it comes to a competitive edge, but because the stores are on an equal playing field, how can one of them rise above the other in terms of attracting and retaining more customers? It all comes down to customer satisfaction and the service they receive. If one store offers superior service and customers walk away with more than they expected, that store will see increased business and will rise above its competition.
Because it is the small acts of appreciation that will keep your customers coming back for more, it is important to do everything you can to improve your customer service. One of the best ways to do that is to hire mystery shoppers, so you can pinpoint the areas in your company in which you excel and the areas that need improvement.
By conducting a good mystery shopping program, you can use the results to make changes in your company to ensure that your employees are providing excellent customer service to your patrons. Since mystery shoppers appear to be regular customers, you get a clear view of how your employees deal with customers, what makes your customers happy, and what will make them walk away without buying anything from you.
Making a customer happy is actually quite easy as long as your employees are sensitive to their needs and make it a point to make them feel comfortable, welcome, and well-served. If you succeed in offering excellent customer service, your company will reap the rewards.