I’ll use retail as an example (as we are approaching the festive season), but this can apply to any business, not sure how, drop me a line.
Now this is certainly not a new concept, but one I think many retailers, especially the smaller ones have moved away from. Seems everyone is focused on price and expect every customer that walks in is just "shopping for the best price" or looking at what they need and headed home to buy online. This in itself creates a psychological barrier between staff member and customer. The staff member already has a negative view of the outcome with the person in front of them who has taken time out of their day to visit, learn and possibly purchase. (I should mention only around 6% of people buy on price alone).
So what can you do to keep the registers humming? Simply this .. Have fun with your customers, ensure the experience when customers walk into your business is exceptional. Make everything interactive, show your customers the "really cool stuff" and thus generating excitement, let them play and experience the benefits right there, if you are in food, make sure the smells are amazing and they get a sample of what’s cooking! Why do you think places like Havery Norman make coffee and cooking demo’s in store? Now I know first hand, this is often a logistical challenge for the big players .. as a smaller business owner, you can do this anytime you choose! What do you expect will happen when you make things exciting and interactive? You guessed it SALES .. With great margin!
The overwhelming focus for your business should be the experience the customer has with every contact. People are all of a sudden no longer looking for the best price, but the solution, one that is fun and exciting!
When we change our attitudes towards the potential outcomes, the opportunities for growth are endless! And dare I say, a lot more fun and profitable. Get your team onside, and ensure that every person who walks into your business utters … WOW as they leave (with a boot full of your stuff!)
What is it that you and your team say or think, about your customers and clients, what are your attitudes towards those who enter your premises? Are you excited about what your business has to offer, the possibilities and the long term relationships you and your team can develop?
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