While walking around the shops last weekend, I noticed something about the way they offered their services to me that was impressive. We can all apply these principles.
In one shop I have a loyalty card which they stamp when you use it. It is fairly straightforward it rewards you with 10% discount and you pay a fixed amount for the card. It then expires after 12 months.
However over the 12 month period the hand written expiry date has sort of worn off. It has a busy life in the wallet of a male, and I’m sure the inadvertent capsizing of a canoe in a French river last summer which soaked everything in my pockets was the final straw.
Anyway the shop (unable to clearly see the expiry date) made a quick decision to put 2 months extra on it. This worked well ! I, the customer came away feeling like I’d got a special deal (because I had) and yet it cost them little.
Furthermore I was impressed at this keeness to go the extra mile and to offer some added value to my customer service experience and would it make me more likely to shop there again – you bet !
So the retailer has built a little more loyalty to it’s brand. Job done !
In another store in the same day, it seems they were offering a free gift if you spent over £30. I went to the till twice and made a number of small purchases. The manageress served me the second time and although I hadn’t spent the ‘qualifying amount’ she gave me the free gift anyway. Again it made me feel special. I got a deal that supposedly wasn’t available to everyone. That shopkeeper was offering added value in customer service.
Quite simply make your customer feel special, and offering them added value or going the extra mile will often be enough to turn them into a loyal customer. Offer exceptional customer service and it’s the little things that add up.